Global Certificate in High-Performing Tech Support Teams
-- ViewingNowThe Global Certificate in High-Performing Tech Support Teams course is a comprehensive program designed to equip learners with the essential skills needed to excel in the tech support industry. This course highlights the importance of effective team management, communication, and problem-solving in delivering high-quality tech support services.
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⢠Tech Support Fundamentals: Understanding the basics of technical support, problem-solving methodologies, and customer service skills.
⢠Incident Management: Best practices for managing incidents, including escalation procedures, incident tracking, and communication strategies.
⢠Service Level Agreements (SLAs): Defining, negotiating, and managing SLAs to ensure customer satisfaction and meet business objectives.
⢠ITIL Framework: Introduction to ITIL best practices, including incident management, problem management, and change management.
⢠Remote Support Techniques: Techniques for providing remote support, including remote desktop, remote access, and remote monitoring tools.
⢠Knowledge Management: Strategies for creating, managing, and sharing knowledge within a tech support team.
⢠Team Collaboration: Techniques for promoting teamwork, communication, and collaboration within a tech support team.
⢠Customer Satisfaction Survey Design: Designing and implementing customer satisfaction surveys to measure and improve team performance.
⢠Quality Assurance in Tech Support: Best practices for ensuring quality in tech support, including quality control, quality audits, and continuous improvement.
These units provide a comprehensive overview of the skills and knowledge required to lead and manage a high-performing tech support team. By focusing on tech support fundamentals, incident management, SLAs, ITIL framework, remote support techniques, knowledge management, team collaboration, customer satisfaction survey design, and quality assurance, learners will gain the skills they need to succeed in this critical role.
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