Technical Support Agent Skills Simulation

Overview/Description
 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 offers a wide selection of products that ranges from automotive diagnostic accessories and snow throwers to power tools and generators. This simulation is based on the SkillSoft series "Technical Support Agent Skills" and contains links to the following courses: CUST0161 and CUST0163.

Target Audience
 Technical support agents seeking to acquire new skills or improve the skills they already possess so that they are more in line with the function of the modern contact center.

Expected Duration
0.5 hours

Lesson Objectives:

Technical Support Agent Skills Simulation

  • determining the proper level of service and authority.
  • seizing sales opportunities.
  • practicing TSA ethics.
  • demonstrating TSA interpersonal skills.
  • escalating the call.
  • dealing with challenging customers.

    • Course Number: CUST0160