The eLearning Center for Gatlin Education Services

The Computer Support Industry is one of the fastest-growing industries on the scene today; and there is every indication that that trend will not change anytime soon. As more and more companies grow to rely on ever-increasing and more complex technologies to satisfy production and service demands, so too the need for those equipped to support those technologies while maintaining high customer-satisfaction levels. Fixing the technical failure is often not as difficult as maintaining customer satisfaction through the technical failure. This program uniquely prepares the support specialist to keep the customer productive by focusing on the business needs of the customer, establishing credibility and trust, and by handling the most difficult customer scenarios. Emphasis is given to problem solving and troubleshooting, team dynamics, and interpersonal communication skills. It also provides a broad overview of the back-office operations of a support center, and exposes the student to common industry tools and technologies used in providing exceptional customer support.

Upon registering, you are given an initial six months to complete the program. Should you need more time, you may request a 6-month extension at no additional charge.

Course Objectives

By completing the Help Desk Analyst: Tier 1 Support Specialist program, students will understand how to:

  · Improve support-center productivity.
  · Provide exceptional customer support.
  · Handle difficult customer situations.
  · Implement best practices for problem solving.
  · Exhibit assertive confidence while reducing job stress.

  · Essential Communication Skills

  · Introduction to the Support Industry
  · Understanding Customer Satisfaction
  · Telephone Communication Skills
  · Dealing with Difficult Customer-Service Situations
  · Developing and Practicing Assertiveness in Customer Support
  · Human Resource Issues in the Support Environment
  · Ethics in the Workplace
  · Team Building
  · Measuring Success

  · Tools, Problem Solving, and Processes

  · Staying Current in the Industry
  · Tools and Technologies for the Support Center
  · Overview of Network Administration
  · Disaster Recovery Procedures
  · Understanding Computer Telephony Integration
  · Creativity and Problem-Solving
  · The Five-Step Problem-Solving Process
  · Process Integration