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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
By the end of the Tech Support course, participants will be able to:
1. Outline
Introduction to Technical Support
Customer Service Fundamentals
Product Knowledge
Troubleshooting Techniques
Providing Excellent Support
Support Tools and Technologies
Teamwork and Collaboration
Continuous Improvement
2. Detailed Outline
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
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:
Prospective applicants who do not meet the programme requirement but want to join the programme should talk to a Career Advisor.
The Tech Support for IT Specialists training approach employs hands-on learning, which imparts the skills required for specific job roles.
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.
The Tech Support for IT Specialists course assists participants in securing a job through the development of a professional profile and job prospecting.
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
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
This programme is designed for executives tasked with igniting innovation within their organisations, or who seek to create innovative solutions to a major challenge
We help you decide if this course is a good match for your career. We can also help you plan and develop a career path.