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Solution ReadinessSupport Training

Trend Micro Worry-Free Business

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Solution ReadinessSupport Training

Trend Micro Worry-Free Business

Module 1

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Trend Micro Worry-Free Business Security

Module 1Introduction to the Trend Support Team

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Module Introduction

• Introduction to the Trend Micro Support Team• Welcome to Worry Free Training• What’s in the training pack• Three Hats of Trend Micro• The Worry Business Security New Starter Learning project• How to use this training pack – how to learn

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The Trend Micro Support Team

• Your initial focus will be Worry Free Business Security

• Our aim is to make it Worry Free for our customers

• Worry Free has many parts, so there is a lot to learn

• You will need basic Windows and IP skills

• We learn from each other and by using the products

• You will learn to troubleshoot!

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Welcome to Worry Free Training!

Goal:• Make learning productive and enjoyable• Make it relevant to the Technical Support role• Test your knowledge• Pass on the knowledge and experience

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What’s in the Training Pack• Introduction to learning WFBS and how to be part of

the new starter learning project• How to study and use the learning materials• The course itself in 4 modules

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WFBS New Starter Training Course Contents

Module 1 – Introduction to the Trend Support Team, learning the tricks of the trade – that’s this module

Module 2 – Marketing and Selling WFBS – Today’s Threats and how WFBS is fighting them

Module 3 – WFBS in everyday use – the Customer’s View of the product, common tasks, with a focus on scanning and protection

Module 4 – The World of WFBS Technical Support – understanding the basic internals of the product, giving guidance, managing knowledge and troubleshooting

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Agenda: Three hats of Trend Micro

• Salesman• Customer• Technician• Which is which?

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Marketing and Selling WFBS

• The salesman

• Needs to understand threats

• Needs to understand product basics

• We are all salesmen!

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WFBS in everyday use

• The customer• Needs to understand product

basics• Needs product expertise• Wants a Worry Free experience• Doesn’t want problems!

• Who is the typical customer?

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The World of WFBS Technical Support

• The technician

• Needs product expertise and troubleshooting skills

• Wants a Worry Free experience

• Doesn’t get one

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The player/coach

• We technicians need to wear two hats

• Player and coach

• Need to understand the customer experience, wear the customer hat as well as our own

• We can coach the customer to help us solve his problems for him

• Carrot and stick approach

• We must define every problem in our own words

– More on this in Module 4

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The Worry Free Business Security New Starter Learning Project

• This is a project that is driven by the needs of new starters in the support team at Trend Micro

• A new starter is a Technical Support Specialist who has been with Trend Micro for up to 6 months

– He or she will be familiar with computers and networking but may have little knowledge of security and anti-malware principles

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The Worry Free Business Security New Starter Learning Project

• Written, presented and tested by Trend Micro former new starters and their colleagues

• Please take part by

– Developing and testing new learning objectives

– Developing and testing new questions to ensure new starters have the right level of knowledge to begin supporting WFBS

– Writing new slides or documents to explain new features and troubleshooting techniques which new starters need to know about

– Identifying other useful training material both in and outside the company.

– We also need new starters to test this course material

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How to use this training pack

• 4 Modules• This is the first, the Introduction• Recommended that you take all four• The Support Module will be ready first• Each module has Chapters

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How to use this training pack

• Each chapter consists of– A set of learning objectives

– A set of slides to help you learn

– A set of questions to test your understanding

– An exercise to reinforce your learning

– Answers to the questions

• Your approach to study– It’s your training course, you are your own teacher

– Use the tests well, test your knowledge before you start studying

– This allows you to skip points you know already

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WFBS New Starter Training Course Contents

Module 1 – Introduction to the Trend Support Team, learning the tricks of the trade – that’s this module

Module 2 – Marketing and Selling WFBS – Today’s Threats and how WFBS is fighting them

Module 3 – WFBS in everyday use – the Customer’s View of the product, common tasks, with a focus on scanning and protection

Module 4 – The World of WFBS Technical Support – understanding the basic internals of the product, giving guidance, managing knowledge and troubleshooting

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Module Review

• Introduction to the Trend Micro Support Team• Welcome to Worry Free Training• What’s in the training pack• Three Hats of Trend Micro• The Worry Business Security New Starter Learning project• How to use this training pack – how to learn

Thank You