Technical Support Essentials

Overview/Description
 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.

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

Expected Duration
5.0 hours

Lesson 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 support call with examples.
  • effectively manage the elements of a given technical support call.
  • match the stages of a technical support call to situational examples.
  • apply appropriate skills to manage data gained from technical support calls in a given scenario.

    • Course Number: CUST0162