Advanced Training and Certification for Technical Support Professionals
This 2-day course is for professionals with advanced experience and skills in support services. The course focuses on advanced problem resolution techniques, communicating with difficult customers, negotiating strategies, metrics, knowledge management, mentoring, project management and teamwork.
Participants find that the course builds on previous support specific programs and prepares them for a role of senior support analyst/engineer. This course further enhances the communication and advanced business practices skills needed for the next stage of a support professional’s career.
Post-class 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
- Experienced Support Professionals
- Tier 2 and Tier 3 level support staff
- Anyone wanting a career in support services
On-Site Tailored Classes
Two-day instructor-led classes are offered at your site. 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 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 Specialist 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 Specialist.
* 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.