New support coordinator onboarding
You just got an APEX login and a job: keep projects moving and make sure nothing important slips. This path walks you through that in the order you'll actually need it. Each step points you to a short guide, then gives you a quick check so you know it stuck before moving on.
You don't need to be technical. If you can use a shared inbox and a calendar, you can do this.
What you'll be able to do by the end
Work through these modules and you'll be able to:
- Find your way around APEX and read project status at a glance.
- Add a teammate and set up a new project.
- Bring an outside partner into a single project without giving them the run of the place.
- Approve or push back on a partner's request to visit a site.
- Spot a license that's about to expire and get a reminder on it.
Prerequisites
- An APEX login. Your company admin sends the invite. If you don't have one yet, ask them.
- Five working days. Plan one or two modules a day, not all six in an afternoon.
How the week is laid out
Start with orientation so the rest makes sense. Then the two core setup tasks you'll repeat constantly. Then the partner work, which is where coordinators spend most of their time. Finish with the upkeep habit that keeps renewals from sneaking up on you.
Module 1: Get oriented
Before you change anything, get the lay of the land. This first tour shows you where projects live and how to read a status. Do this one first so every later step has a place to land.
Work through it here: Get started with APEX
APEX has three kinds of accounts. **Operator** is the team that runs the platform, **Company** is your side (you and your colleagues), and **Partner** is an outside AV integrator invited to specific projects. You're on the Company side. Keep that straight and the rest of this path reads cleanly.
Checkpoint. Log in and find the projects list on your own. Open one project and say out loud what its current status is. If you can do that without clicking around lost, you're oriented.
Module 2: Add a teammate
You'll rarely work alone. Knowing how to bring a colleague into APEX, and which role to give them, is the first real task because everything after this assumes the right people have access. Getting the role right now saves you from access problems later.
Do it here: Invite your internal team
If you're unsure which role fits someone, check the reference: Roles and access. Skim it now; you'll come back to it whenever you add anyone.
When in doubt, give the narrower role. It's quick to grant more access later and slower to walk back access you shouldn't have handed out.
Checkpoint. Invite one teammate (or a test account, if your admin set one up) and pick a role for them on purpose, not by guessing. You can explain why that role and not a bigger one.
Module 3: Create a project
A project is the container everything else hangs off of: the work, the partners, the visits, the equipment. Coordinators spin these up regularly, so this is the task you'll repeat most. Learn it cleanly now and the rest of your week is mostly variations on it.
Do it here: Create a project
Checkpoint. Create a project end to end and find it in the projects list afterward. You can open it again from a cold start without anyone pointing the way.
Module 4: Invite a partner to a project
Now you've got a project, you can bring in the outside team that does the on-site work. The thing to understand here is scope: a partner you invite sees that one project and nothing else about your company. This is collaboration done safely, and it's a big part of the coordinator job.
Do it here: Invite a partner to a project
Removing a partner from a project cuts off their access to it. That's the point, but it's not a soft toggle. Don't remove a partner mid-job unless you mean to, and tell them first so a live visit doesn't fail.
Checkpoint. Invite a partner to your test project and confirm what they can and can't see. You can state, in one sentence, why a partner doesn't see your whole workspace.
Module 5: Approve or push back on a partner visit
Once a partner is on a project, they'll ask to come to a site. Your job is to say yes, suggest a different time, or decline. This is the day-to-day back-and-forth that keeps site work scheduled and nobody showing up unannounced. It builds directly on Module 4, so do it right after.
Do it here: Approve or counter-propose partner visits
Checkpoint. Take a visit request through all three outcomes at least once: approve one, counter-propose a new time on another, and decline a third. You know where to look when a partner asks "did you get my request?"
Module 6: Track a license renewal
The quiet part of coordination is upkeep. Software licenses and warranties expire, and an expired license can stop a room from working. Learn to spot one heading toward its end date and set a reminder so it never surprises you. This is the habit that separates a coordinator who's on top of things from one who's firefighting.
Do it here: Track a license renewal
Checkpoint. Find a license with an upcoming expiry and set a reminder on it. You can check, in under a minute, whether anything is expiring in the next 30 days.
Where to go next
You can now run the basics. To go further:
- Re-read Roles and access once you've made a few real invites. It reads differently when you've felt the trade-offs.
- Ask your company admin which advanced areas (infrastructure, field ops, reporting) are part of your role, and request the matching guide.
You've got a working week's worth of skills. Use them on real projects, and come back to any module the day you need it cold.