Technical Support Center Training Courses RCCSP
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Support Management

Support Management Training and Certification
4-day training course and proctored certification exam

The Support Center Management Certification training program is for managers, directors, and executives responsible for the support center's strategic direction and organizational alignment, service products, operational performance, leadership, financial management, and overall quality and customer satisfaction

Field Service Manager Training and Certification
4-day training course and certification exam

This training course is designed for service professionals managing deskside field support operations. The course provides training on the fundamentals of managing remote customer facing staff, while enhancing the inherent skills and knowledge of front-line field service management. Participants who successfully pass the exam will earn the "Certified Field Service Manager" credential.

Support Supervisor Training and Certification
3-day training course and certification exam

This training course is ideal for help desk and support center supervisors, team leads and those who have just joined the management ranks. The course covers the fundamentals of supervision in a technical support environment. It focuses specifically on the leadership and management challenges faced by the technical support supervisor.

Knowledge-Centered Support Training and Certification
3-day training course and certification exam

This workshop teaches attendees how to create and maintain knowledge as people solve problems and answer questions, and how knowledge best practices can improve service levels and support center efficiency. Attendees will also be introduced to the five processes needed to manage content quality and the life cycle of knowledge, the best practices for assessing individual and team contribution to the knowledge base, and how knowledge can empower customer self-service on the web.


 

Frontline Support

Help Desk Analyst Training and Certification
2-day training course

This course is designed for new help desk and technical support professionals who need to provide excellent customer service in addition to technical solutions, and those who are seeking certification. On-site presentation and self-study formats are available.

Certified Field Service Professional
Online Self-study training course

Developed specifically for technical field engineers, the Field Service Professional online training course offers a self directed, modular, and interactive online learning opportunity with on-the-job tools for the field engineers combined with a skills reinforcement tool kit for field leaders.

Service Representative Certification
Online self-study and certification exam

This self-study, self-paced course is designed for new front-line service and support professionals.  Participants will learn fundamental principles and techniques for delivering world class service. The course covers critical skills in professionalism, communication, call management, stress management and more.