Online Support Agent eLearning Training

The Contact Center and Technical Support Agent ...iples, this course explains how the role of the technical support agent (TSA) has changed as businesses realize the importance of CRM strategies to their survival. The first lesson examines the characteristics of the modern contact center as a customer-centric model. The second lesson explains how the customer-centric focus affects the TSA's role in the contact center and examines the TSA more...

Technical Support Essentials ...support agents (TSAs) can't provide world-class technical service and support unless they understand contact center technology. They also need to understand the various elements and stages of a call--and what to do with the information gained. This course explains contact center technology and TSA activities. It covers the technology that links the TSA to the customer and to the resources more...

Assessing Customer Behavior In the modern customer-centric business model, dealing with all customers in a positive and efficient manner is paramount. But this goal can become daunting to a TSA who has not developed the ability to identify various behavior types and apply appropriate techniques to deal with them in a way that builds a positive relationship between the customer and the company. This course instructs agents in more...

Technical Support Agent Survival Skills ...Coping with stress is an everyday issue for the Technical Support Agent (TSA). The focus of this course is specifically directed to the situations that TSAs encounter. The course will help the TSA avoid burnout and manage job responsibilities by identifying the causes of stress, prevention methods, and time management skills. Technical Support Agents seeking to acquire new skills or improve the more...

Technical Support Agent Skills Simulation Having evolved far beyond the "break-fix" model, today's technical support centers are staffed with TSA professionals who must add to their technical repertoire a high standard of customer-relations management, sales skills, and keen problem-solving ability. To test these skills, you will assume the role of a Level-1 TSA for Masterson Tool and Equipment. Through its catalog and web site, Masterson more...