|Technical Support Center Training Courses||RCCSP
Support Management Training and
Field Service Manager Training
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
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.
Training and Certification
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.
Help Desk Analyst Training and
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