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If you fail an exam, it is mandatory to immediately IMMEDIATELY notify the ESP TL.
TBTs are located in Citrix.
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Important - If you do not show apps loaded in Citrix, including Google Chrome, immediately notify the ESP TL. |
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We must wait 10 business days after the N-Number request to allow things to process before we can escalate the issue.
The ESP TL is responsible to notify you when you hit the 10-day mark.
At the 10-day mark, the agent must call SPOC: 888-905-9500.
The agent should leave their phone number with the SPOC agent in case SPOC needs to follow up with the agent later.
Gather the incident number and date of call. This information must be communicated to the ESP TL who will update the master tracking sheet.
Agents should be prepared to answer their phone in case SPOC calls them back.
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You should see the Heartbeat page:
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If you do not see the Heartbeat page, click on the house in the tool bar.
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Click on the Apps and Tools icon at the top of the homepage.
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In the Learning Hub, you will see a section called My Learning and the courses that you need to complete will be listed here, there will be preloaded courses here but there are more to complete (listed below). Please complete them as soon as possible.
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If there is a course to complete that is For courses not listed under My Learning, type in the course number in the search bar and hit enter.
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