Executive Development Programme in Reliable Tech Support Strategies
-- ViewingNowThe Executive Development Programme in Reliable Tech Support Strategies certificate course is a comprehensive program designed to meet the growing industry demand for skilled tech support professionals. This course emphasizes the importance of reliable and efficient tech support in today's technology-driven world.
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⢠Effective Communication: Developing strong communication skills to handle customer inquiries and complaints, and to collaborate with cross-functional teams.
⢠Tech Support Fundamentals: Understanding the basics of technical support, including incident management, problem management, and change management.
⢠Customer Service: Learning the principles of customer service, including building rapport, active listening, and empathy.
⢠Reliable Troubleshooting: Mastering the art of troubleshooting, including using diagnostic tools, escalation procedures, and root cause analysis.
⢠Service Level Management: Managing service level agreements (SLAs) and key performance indicators (KPIs) to ensure timely and effective support.
⢠ITIL Framework: Familiarizing with ITIL (Information Technology Infrastructure Library) framework, best practices, and processes for tech support strategies.
⢠Knowledge Management: Building and maintaining a knowledge base to improve first-contact resolution rates and reduce support costs.
⢠Project Management: Learning project management skills to manage tech support initiatives, including resource allocation, timeline management, and risk assessment.
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