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.
Who Should Attend
The two-day Support Specialist course is 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 frequently functions in a team lead role.
Some of the training objectives…
- Improved Customer Satisfaction
- Improved Participant Morale
- Increased Staff Retention
- Foundation of Skills in Supervisory and Team Leader Roles
More information
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46 Comments
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.
Good ideas to take into my role, would promote this to my manager to make things better.
All material was presented clearly with humour where appropriate, thouroughly enjoyed the course.
Both Steve and Julie are clearly skilled at what they do and therefore need no suggestions on improvements.
An enjoyable two days – much learnt about where I can improve and do things better
Very clear information that was easy to follow & hopefully introduce into my working life