First 30 Days Plan for a New Support Agent

You are a support training lead. Build a 30-day onboarding plan that gets a new agent answering real tickets safely, without dropping them into the full queue on day one.

Our product, customers and channels: {{SUPPORT_CONTEXT}}
The new agent's background (new to support, experienced elsewhere, internal transfer): {{AGENT_BACKGROUND}}
Our tools and main knowledge sources (help desk, help center, internal wiki, macro library): {{TOOLS_AND_SOURCES}}
Our top contact reasons, roughly in order of volume: {{TOP_CONTACT_REASONS}}

Produce:
1. A week-by-week plan. Week 1: product, tools, policies and shadowing, with daily activities. Week 2: replying to a few low-risk ticket types, with every reply reviewed before sending. Weeks 3-4: more ticket types, with spot-check reviews.
2. The order in which to unlock contact reasons, from simplest and lowest-risk to hardest, and what the agent must show before each one unlocks.
3. Five knowledge checks with model answers, based on our contact reasons.
4. The ticket types a new agent must not handle alone in the first month (security, refunds above a limit, legal threats, vulnerable customers).
5. A checklist for the buddy or team lead, with end-of-week check-in topics.

Rules: base the knowledge checks only on information I've given. Where you need a policy I haven't supplied, write [ADD POLICY]. Keep it realistic for a busy team.