Support Professional Training
Technical Support Professional Training and Certification
The Support Professional course is a customer skills training program built specifically for technical support and service center staff. It addresses one of the most common challenges in the industry: technical expertise alone is not enough — customer satisfaction depends just as much on how a problem is handled as on whether it gets solved. This course bridges that gap.
Delivered across 10 modules, the program covers the full range of customer interaction skills — managing perceptions and expectations, effective listening, communication techniques for phone and online channels, information gathering, handling difficult customers, and personal productivity. The course is available as a blended virtual program, a self-paced online course, or a customized private class.
Graduates are prepared to sit for the Certified Support Professional exam under the globally recognized SCP Career Certification program. Post-class reinforcement is available through the "Making It Stick" management workshop to help ensure skills transfer to the job.
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
Course Curriculum
Ten modules covering the essential customer and communication skills for technical support professionals. Select any module to view its learning objectives.
Course Delivery Options
Virtual Classes
Blended learning experiences combining 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 for Virtual CourseOnline Self-Paced
Structured to provide a combination of teaching and interactivity that enables students to learn valuable information and apply that information to real world situations. 60 consecutive days access to complete the course.
Private Classes
Instructor-led classes tailored to your specific needs and goals with role-plays, team exercises, and discussions most relevant to your organization. Classes are available in virtual or on-site formats.
Request InformationSCP Career Certification
This course prepares students to take the online exam and become a Certified Support Professional.
Frequently Asked Questions
Key things to know about the Support Professional course.
What will I be able to do after completing this course?
You will have the skills to handle every type of customer interaction with confidence — managing expectations, communicating clearly across phone and online channels, de-escalating difficult situations, and following through in a way that builds customer trust and loyalty.
How is this different from the Service Representative course?
The Service Representative course covers foundational front-line customer service skills. The Support Professional course goes deeper — it is designed for technical support staff who deal with more complex customer issues and need a broader toolkit for managing perceptions, gathering information effectively, and handling escalations.
Does this course lead to a professional certification?
Yes. Completing this course prepares you to sit for the Certified Support Professional exam under the Service Capability & Performance (SCP) Career Certification program — a globally recognized credential in the service and support industry.
Can this course be delivered privately for my team?
Yes. Private classes are available in both virtual and on-site formats and can be customized to reflect your organization's specific workflows, tools, and customer service challenges. Contact us to discuss your team's needs.
How long is the course and how is it structured?
The course spans 10 modules and is available as a blended virtual program (self-paced content combined with live instructor-led sessions), a fully self-paced online course with 60 days access, or a customized private class.
Is there anything to help reinforce skills after the course?
Yes. Post-class reinforcement is available through the "Making It Stick" management workshop, designed to help managers support skill transfer and ensure what was learned in the course is applied on the job.
Elevate Your Support Skills
Join thousands of certified support professionals delivering world-class customer service.