Provided by: Serebra Learning Corporation

Technical Support Essentials

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Training Provided by Serebra Learning Corporation

These days, technical 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 needed to assist the customer. It also provides instruction and practice to help the TSA use that technology effectively. Upon completion of this course, the learner will be better equipped to handle a wide range of technical support situations in today's contact center. Technical support agents seeking to acquire new skills or update the skills they already possess

Training Avaliability and Delivery

This is primarily online training
	This is an online eLearning or CBT training program
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Training Presented in:

English

Related Keywords: sales customer facing skills service technical support agent essentials technology recognize value understanding contact center analyze scenario determine best suited informational needs contact center apply appropriate technology meet specific needs given effective e-mail fax tsa developing e-mail technical support agent apply principles given scenario improve outgoing technical support e-mail apply rules make sure messages contain appropriate content match unwritten messages you want send customers examples apply strategies manage e-mail challenges process call handling associate elements technical s

Training Program Details

Audience

Technical support agents seeking to acquire new skills or update the skills they already possess

Topics

Objectives

recognize the value of understanding contact center technology.
analyze a scenario to determine the technology best suited to the informational needs of the contact center.
apply the appropriate technology to meet the specific needs of a given contact center.Effective E-mail and Fax Skills for the TSA
recognize the value of developing e-mail and fax skills as a technical support agent.
apply principles of technical support e-mail in a given scenario to improve an outgoing technical support e-mail.
apply rules to make sure fax messages contain appropriate content in a given scenario.
match the unwritten messages that you want to send to customers with examples.
apply strategies to manage e-mail and fax technical support challenges in a given scenario.The Process of a Technical Support Call
recognize the value of understanding the process of handling a technical support call.
associate the elements of a technical s

About Serebra Learning Corporation - Training Provider

Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1,825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...

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