Description
WHOM IS IT APPLICABLE
- Technical support professionals who serve as the escalation point for one or more support centers and desktop support teams
WHAT YOU WILL LEARN
- Customer service skills
- Communications skills
- Problem solving and troubleshooting skills
- Service management best practices
- Understand the importance of being responsive to incident escalation
- Documentation skills
- Knowledge management best practices
- Improving teamwork and relationships
MODULE OVERVIEW
Module 1: Support Center Overview
Module 2: Strategic Framework
Module 3: Support Processes and Operations
Module 4: Continual Service Improvement Process
Module 5: Support Delivery Methods & Technology
Module 6: Communication Skills
Module 7: Customer Management Skills
Module 8: Problem-Solving and Troubleshooting Skills
Module 9: Teamwork, Time Management, and Stress Management
PREREQUISITES
There are no formal prerequisites required for this certification
