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Home > Training > Individual Development Training > Support Professional Training

Support Professional Training

Technical Support Training and Certification

The combination of providing resolution to technical problems while maintaining excellent customer service skills creates a unique challenge for today’s support professionals. Customer satisfaction derives from effective communication as much as from obtaining a technical solution. The Support Professional course addresses this challenge.

This course trains support professionals in the customer skills necessary to deliver quality services in today’s complex support environment. This support training program can provide the distinction that sets individuals and companies apart as the best in the technology support industry. The Support Professional course teaches practical skills in effective communication, telephone and online professionalism, questioning techniques, and teamwork, among others.

Post-class support training assistance is available through our “Making It Stick” management workshop to ensure transfer of skills to the job and to help measure return on investment.

Register for Virtual Course

 

Who Should Attend

  • Tier 1 and Tier 2 level support staff
  • Recently hired support staff at all levels
  • Any members of the organization that interact with customers

Virtual Classes

Virtual classes are blended learning experiences that combine the self-paced online training with live, online instructor-led sessions to reinforce course concepts in a group setting using exercises and interactive discussion consisting of three 3-hour sessions.

Register Online

 

Online Self-Paced Classes

The Support Professional online training course is structured to provide a combination of teaching and interactivity that enables students to learn valuable information, and also to apply that information to real world situations. Upon registration, students are allowed access for 60 consecutive days to complete the course.

Preview the Online Course  Register Online

 

On-Site Support Training Classes

Two-day, instructor-led support training classes are offered at your site for up to 15 students per class. Professional, certified instructors with extensive software support industry experience lead the classes. Prior to delivery, instructors gather relevant information about your company that is used to tailor the classes to your specific needs and goals. The support training course includes role-plays, team exercises, and discussions of concepts that are most relevant when tailored to the experiences of the students.

Learn More

 

SCP Career Certification

This course prepares students to take the online exam and become a Certified Support Professional.

* Cancellation Policy: Any changes or cancellations to a training class less than 7 days prior to the scheduled dates will result in a charge equal to 100% of the class fee. Any changes or cancellations made to a training class from 8-14 days before the course will result in a charge equal to 50% of the class fee. Any substitutions, changes, or cancellations made more than 14 days in advance of the scheduled course will not result in an additional charge.

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Consulting Services
  • Strategic Planning
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  • eServices Consulting
  • Service Process Design
  • Knowledge Management Consulting
Training Services
  • Public Course Schedule
  • Individual Development
    • Customer Service Representative
    • Support Professional
    • Support Specialist
    • Field Service Engineer
  • Management Development
    • Support Supervisor
    • Support Manager (Virtual 8 sessions over 2 weeks)
    • Field Service Manager
    • Field Service Supervisor
    • Team Leadership
  • Account Management
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    • Resident Engineer Workshop
  • Career Certification
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  • Online Learning Center
Service Standards
  • Support Standard
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