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 2-day 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.
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 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.
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.
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.
Instructor-led public classes are offered at various sites throughout the year. Professional, certified instructors with extensive support industry experience lead the classes. Hosting opportunities are available for the public Support Professional classes. If your organization has more than six candidates for this course, hosting a class may be a good alternative.
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.