delivery
Classroom & Virtual
duration
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enrolled students
9,999
overview
Course Overview
The Tech Support Course is designed to equip participants with the knowledge and skills required to provide effective and efficient support for a wide range of products. It is centered around providing excellent product support that is essential for customer satisfaction and long-term success. This course covers various aspects of product support through hands-on practical exercises and real-world examples, which include customer service, technical troubleshooting, product knowledge, and communication skills. At the end of the training, participants will gain the expertise needed to handle customer inquiries, troubleshoot issues, and ensure a positive customer experience
Learning Outcomes
By the end of the Tech Support course, participants will be able to:
- Provide effective technical support to customers over the phone, email, or chat.
- Troubleshoot common technical issues related to software, hardware, and network problems.
- Communicate clearly and effectively with customers, explaining technical concepts in a way that is easy to understand.
- Follow standard operating procedures and utilize available resources to resolve customer issues efficiently.
- Manage customer expectations and escalate issues to higher levels of support when necessary.
- Demonstrate excellent customer service skills by being patient, empathetic, and helpful.
- Stay up-to-date with the latest technology trends and developments.
Curriculum
Introduction to Technical Support
Customer Service Fundamentals
Product Knowledge
Troubleshooting Techniques
Providing Excellent Support
Support Tools and Technologies
Teamwork and Collaboration
Continuous Improvement
Introduction to Technical Support
Understanding the role of technical support
The impact of technical support on customer satisfaction
Types of products and services that require technical support
Customer Service Fundamentals
Building strong customer relationships
Effective communication skills
Active listening and empathy
Handling customer inquiries and complaints
Product Knowledge
In-depth understanding of supported products
Product features and specifications
Common issues and troubleshooting solutions
Staying updated with product changes and updates
Troubleshooting Techniques
Problem-solving methodologies
Identifying and diagnosing product issues
Escalation processes for complex problems
Hands-on practice with troubleshooting scenarios
Providing Excellent Support
Creating a positive customer experience
Best practices for support interactions
Dealing with difficult or irate customers
Time management and prioritizing tasks
Support Tools and Technologies
Utilizing support software and CRM systems
Knowledge bases and self-help resources
Remote desktop and screen-sharing tools
Customer relationship management (CRM) systems
Teamwork and Collaboration
Working effectively as part of a support team
Collaborative problem-solving
Knowledge sharing and documentation
Effective team communication
Continuous Improvement
Gathering customer feedback
Analyzing support performance metrics
Identifying areas for improvement
Implementing best practices and process enhancements
who attends
Right For You
Participants enrolling for this programme will be required to have basic computing skills. Participants who meet the programme requirement should pay the course fee and complete the enrollment form 2 weeks before the programme kick off date.
Requirements:
- Technical support staff who handle customer issues
- Working professionals in sales, customer service and support roles
- Inexperienced individuals aspiring to take up a non technical career in Tech
- Product Managers who seek insight into customer feedback
Prospective applicants who do not meet the programme requirement but want to join the programme should talk to a Career Advisor.
Key Program Features
Training
The Tech Support for IT Specialists training approach employs hands-on learning, which imparts the skills required for specific job roles.
Internship & Projects
The Tech Support for IT Specialists course provides up to 4 months of internship while working on real work projects, which adds expertise and verifiable work references in the resident country.
Career Development
The Tech Support for IT Specialists course assists participants in securing a job through the development of a professional profile and job prospecting.
teaching team
Meet Your Facilitator(s)
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What Participants Said
The P&F Experience
Piston & Fusion Business Academy empowers individuals and businesses to achieve their professional goals through a variety of innovative courses, programs, and career services.
course schedule
The Schedule For This Course
Piston and Fusion offer the Course as Classroom in Lagos and Virtual Online Class in other states in Nigeria. See dates and fees for classroom and virtual online class.
Classroom
Weekdays
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Weekends
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Virtual
Weekdays
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fees
What It Will Cost
Piston and Fusion offer the Course as Classroom in Lagos and Virtual Online Class in other states in Nigeria. See dates and fees for classroom and virtual online class
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Ready to Join the Course?
This programme is designed for executives tasked with igniting innovation within their organisations, or who seek to create innovative solutions to a major challenge
How to Apply:
- Check the website to select a course of choice and fee.
- Pay the registration fee and tuition to P&F account domiciled at First Bank
- DETAILS Account Name: Piston & Fusion Ltd Account Number: 2015242578 Bank: First Bank of Nigeria
- Send your name, phone no, email, training location, amount paid & proof of payment to fees@pistonandfusion.org
- Complete the enrollment form ONLY AFTER PAYMENT
- CASH PAYMENTS ARE NOT ALLOWED, ALL PAYMENTS MUST BE MADE TO THE COMPANY’S ACCOUNT.
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FAQs
Frequently Asked Questions
Technical support, also known as tech support, is a service provided to help individuals or organizations resolve technical issues related to hardware, software, products, and other tech services.
The skills required for technical support are:
Technical Knowledge
Problem-Solving
Customer Service
Communication
Time Management
Product Knowledge
Teamwork
Critical Thinking
Documentation
An IT technician provides support, fixes, and maintains the hardware and software of computer systems. Becoming a good IT technician requires a blend of:
Trainings and certifications in the field of interest
Developing product knowledge
Ability to blend with others and solve problems