|
Provided by: Serebra Learning Corporation Technical Support Essentials |
 |
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
|
|
||||||||
Technical Support Essentials
Audience
Technical support agents seeking to acquire new skills or update the skills they already possess
Topics
Objectives
- Technology and the Technical Support Agent
- 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 The Training Provider: Serebra Learning Corporation
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...
