Support Specialist

Overview

The Support Specialist course is unique in its focus on the critical areas of performance for senior members of the support team. Course modules focus on the key roles senior specialists play in delivering quality support, including mentoring, knowledge creation and management, understanding metrics and teamwork. And, since senior specialists also play a key role in escalation management, the course teaches negotiation, problem management and effective listening to ensure that these senior support professionals are properly equipped to manage escalations and assist other team members in managing their case backlogs.

The course is intended for experienced support professionals who require skills in problem resolution as well as in working with customers and the support team. This senior level support professional is often functions as a mentor to their colleagues.

Course Modules

  • Serving your Customers
  • Advanced Listening Skills
  • Problem Solving
  • Negotiation
  • Support Metrics
  • Capturing and Managing knowledge
  • Mentoring
  • Teamwork
  • Project Management
  • Managing Work Expectations

Delivery and Duration

This course is available as a closed class. The workshop duration is two days taught in a classroom environment or as four half-day sessions online.

More information

To request a course brochure, please complete our Contact Us form. Click here for public class dates.

46 Comments

  1. Samantha Samuels says:

    Very clear information that was easy to follow & hopefully introduce into my working life

  2. Timothy Loxley says:

    An enjoyable two days – much learnt about where I can improve and do things better

  3. Ross Gylby says:

    Both Steve and Julie are clearly skilled at what they do and therefore need no suggestions on improvements.

  4. Nathan Brown says:

    All material was presented clearly with humour where appropriate, thouroughly enjoyed the course.

  5. Jenny Babbs says:

    Good ideas to take into my role, would promote this to my manager to make things better.

  6. Shebby Demiral says:

    The instructor presented the course very well. It was a great 2 day learning experience. It made me think for sure. I will use of these skills.

  7. John Mapp says:

    Very enjoyable course & very well presented.

  8. Mehul Shah says:

    Practice exam samples to help with revision would be useful.

  9. James Fraser says:

    Highly recommend to management.

  10. Alex Norton says:

    Fantastic presentation, very well presented by Steve however some of tasks/activities lost me a little bit.

  11. Christopher Hughes says:

    I found the class useful and engaging.

  12. Harry Edwards says:

    Steve was great.

  13. Seyton Dennis says:

    Very good speaker, able to inspire a few people to fight for change and try to turn things around.

  14. Lee Osmotherly says:

    I enjoyed the course very much and it was presented very well by Steve.

  15. John Treacy says:

    Loved the course and will hopefully see you on the team supervisor course.

  16. Felix Kerger says:

    The material needs to be updated. Page 82 does not know about 201X 🙂

  17. Ahmed Eassa says:

    If the paper work and calculator can be using PC

  18. Seyton Dennis says:

    Very good speaker, able to inspire a few people to fight for change and try to turn things around.

  19. Lee Osmotherly says:

    I enjoyed the course very much and it was presented very well by Steve.

  20. Christopher Hughes says:

    I found the class useful and engaging.

  21. Alex Norton says:

    Fantastic presentation, very well presented by Steve however some of tasks/activities lost me a little bit.

  22. Bronte Coyne says:

    Really enjoyed the class, the conversation around topics and hearing people’s stories! Only thing I felt that could be improved was the links made between the course books and the discussions in regards to the exam. Great information in practice[…]

  23. Russell Phillips says:

    Excellent location & facilities. Excellent content & delivery. I thoroughly enjoyed the course. It had the right content and was extremely well delivered. Steve is certainly someone who inspires confidence. Review material.

  24. Andrew Cracknell says:

    Excellent. Will be booking Support Manager.

  25. Danielle McCartney says:

    I have taken lots away from this course, especially regarding mentoring and KB articles. I have a project in mind for work 🙂 Thank you!

  26. Fabian Tilmann says:

    Some modules are meant for management and used for a support rep.

  27. Tom Boyle says:

    Engaging and enthusiastic. Open to discussion.

  28. James Thomas says:

    Great course content, well presented at a great pace. Steve was very knowledgeable and enthusiastic about the content. thank you very much!!

  29. Neil Spencer says:

    I found the activities & content very useful, reinforcing my view on the area I need for personal development, particularly in the area of negotiation

  30. Benjamin Moelleken says:

    – The fact that it as a small class was very perfect. – If the class were bigger then it would make sense to expand the course to 3 days?

  31. Christopher McNeill says:

    Excellent presented class which went above my expectations

  32. Mark Ewer says:

    The class is well designed and fits superbly with what I do. This reinforces my work environment.

  33. Bilal Saeed Syed says:

    It was a wonderful course, I liked it.

  34. Chris Bailey says:

    Great in a small group. Facilities are excellent. Very slick and smooth presentation. Flowed very well.

  35. Teresa White says:

    Great examples, energetic & engaging. Really great course. Thank you.

  36. Charles Porter says:

    The class has been very useful and I look forward to putting some of the methods learned into practice.

  37. Cory Gwinn says:

    Isobel was a great instructor for the course and the material covered applies greatly to my role.

  38. Chris O'Sullivan says:

    Fantastic course & presenter!!! I learned a lot!

  39. Abhinav Kaul says:

    This has been a good refresher course. there are many things I knew, but years of experience pushes them to a side. This course has revived it. Thanks.

  40. Marc Mazoyer says:

    Enjoyed a lot the training thanks to the instructor.

  41. Istvan Benedek says:

    No suggestions for this course, it is excellent as it is. Thank you!

  42. Aaron Fletcher says:

    Suggestion: KEEP IT UP! 🙂 Excellent course

  43. Luis Perez says:

    Very good instructors!

  44. David Aloy says:

    Good course and instructor. Not all topics are related to my job, but I enjoyed it.

  45. John Mackey says:

    Well-presented course and good materials. A good level of knowledge and well-paced.

  46. Iciar Wray says:

    I thought the class was very well-paced and the style was very effective.

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