Tier 1 Support Specialist

    

Summary:
In today's increasingly complex IT environment, it is crucial for support specialists to provide unsurpassed technical and customer service. Tier-1 Support Specialist training will prepare you to meet this challenge. The training is designed for entry-level support specialists, but will benefit even the most experienced specialist or manager. You will learn to successfully handle inbound service requests, deal with difficult customer-service situations, enhance your personal and professional competencies, solve problems creatively, and manage customer expectations. In addition, you will understand best incident-management and call-flow practices.

Duration:
2 Days/Lecture & Lab

Audience:
This course is for individuals interested in Support Performance Certification (SPC), and is recommended for front-line support techs and managers who want to develop the framework knowledge of technical-support, help-desk, or support-center operations.

Topics:

• Introduction
• Customer Service Foundations
• Best Practices in Support Methodologies
• Best Practices in Problem Solving

Prerequisites:
There are no prerequisites required for his course.

Last Update: May 25, 2013