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Employee Programmes, Professional Programmes, Customer Management Courses

Tech Support for IT Specialists

Tech Support for IT Specialists Course Overview

The Tech Support Course is designed to equip participants with the knowledge and skills required to provide effective and efficient support for a wide range of products. It is centered around providing excellent product support that is essential for customer satisfaction and long-term success. This course covers various aspects of product support through hands-on practical exercises and real-world examples, which include customer service, technical troubleshooting, product knowledge, and communication skills. At the end of the training, participants will gain the expertise needed to handle customer inquiries, troubleshoot issues, and ensure a positive customer experience

Who Should Attend

  • Technical support staff who handle customer issues
  • Working professionals in sales, customer service and support roles
  • Inexperienced individuals aspiring to take up a non technical career in Tech
  • Product Managers who seek insight into customer feedback

Programme Outline

Introduction to Technical Support

  • Understanding the role of technical support
  • The impact of technical support on customer satisfaction
  • Types of products and services that require technical support

Customer Service Fundamentals

  • Building strong customer relationships
  • Effective communication skills
  • Active listening and empathy
  • Handling customer inquiries and complaints

Product Knowledge

  • In-depth understanding of supported products
  • Product features and specifications
  • Common issues and troubleshooting solutions
  • Staying updated with product changes and updates

Troubleshooting Techniques

  • Problem-solving methodologies
  • Identifying and diagnosing product issues
  • Escalation processes for complex problems
  • Hands-on practice with troubleshooting scenarios

Providing Excellent Support

  • Creating a positive customer experience
  • Best practices for support interactions
  • Dealing with difficult or irate customers
  • Time management and prioritizing tasks

Support Tools and Technologies

  • Utilizing support software and CRM systems
  • Knowledge bases and self-help resources
  • Remote desktop and screen-sharing tools
  • Customer relationship management (CRM) systems

Teamwork and Collaboration

  • Working effectively as part of a support team
  • Collaborative problem-solving
  • Knowledge sharing and documentation
  • Effective team communication

Continuous Improvement

  • Gathering customer feedback
  • Analyzing support performance metrics
  • Identifying areas for improvement
  • Implementing best practices and process enhancements

Facilitators

Adeola Badmus

I am Adeola, my 15-year professional career has spanned several roles, organizations, and sectors. I served as a project manager in IntroIT Consulting, Head of Institute / Chief Operating Officer for the Institute for Advance e-Studies, I currently hold the position as the senior project consultant & marketing director for Piston & Fusion. My qualification includes MSc. In Marketing, BSc. In Business Administration, Digital Marketing, Data Analytics, PMP, PRINCE 2, NEBOSH, Level 3 Award in Education & Training. I have been privileged to attend some of the best institutions globally, University of Lagos, Lagos Business School, and University of Liverpool (UK). I am a member of AMA, PMI & IOSH. I have trained over 4000+ professionals in marketing, branding, project management, data analytics and other business related programmes.

Enrollment Criteria

Participants enrolling for this programme will be required to have basic computing skills. Participants who meet the programme requirement should pay the course fee and complete the enrollment form 2 weeks before the programme kick off date.

Prospective applicants who do not meet the programme requirement but wants to join the programme should should follow the process detailed below.

Application Process

  1. Start a chat with the online course adviser or complete the application form
  2. Application will be reviewed by programme committee
  3. Application acceptance will be communicated by programme committee
  4. Pay the programme fee after receiving acceptance from the committee
  5. Check your mail for programme schedule and payment confirmation

Enroll Now


    Participant’s Experience

    What is included in the Course Programme Pack

    • Practice Manual & Textbook
    • Participants workbook & Exercises
    • Templates for professional practice
    • Local & international case studies
    • Recognized Certification of Completion
    • Branded Personalized programme pack & stationaries
    • Breakfast & Lunch
    • 3 Star Accommodation (Optional – Available on Request)

    Kindly note all training materials for the Virtual Online classes will be in electronic formats (PDF & MS Word)

    Tech Support Fees & Dates for  Upcoming Classroom Classes In 2024

    Piston and Fusion offer the Course as Classroom in Lagos and Virtual Online Class in other states in Nigeria. See dates and fees for classroom and virtual online class.

    Programme Information

    Course Objective: The Programme focus is to impart the skills required to provide technical support to customers.
    Classroom Fee: ₦150,000
    Weekday Date: Contact Us For Next Schedule
    Weekend Date: Contact Us For Next Schedule
    Location: 122a Obadina Street, Omole Phase 1 Ikeja Lagos
    Virtual Class Fee: ₦100,000 | $160
    Weekday Date: Contact Us For Next Schedule
    Weekend Date: Contact Us For Next Schedule
    Location: Microsoft Teams | Zoom
    Anthony Ani
    “Relocating to Canada was the most challenging decision I and my family had to make, the uncertainties of a new country. I was determined that I won't risk everything to start earning minimum wage. I took my PMP training with Piston & Fusion, earned my certification at the first attempt, and to be honest it has elevated my career trajectory”
    Gabriel Eluke (Human Resources/Admin) | Netcom Africa Limited
    "I became a professional Human Resource personnel after my training with piston and Fusion. It brought a great turn around to my career and remains one of the best decisions I ever took. "
    Okhueleigbe Usifo (Construction safety officer/ OFA) | Beedie Construction Canada
    "The firm I worked with in Abuja had not paid salaries for 5 months, I decided to leave the country, and left for Dubai. I applied for a safety officer vacancy, out of 15 applicants I was the only person that was selected with HSE level 1, 2 and 3 certificate. I thought getting a job here would be difficult but my certificate helped me."
    Uju Edinbus | Perform Group (Goal.com)
    "I wanted to change my job, I needed something to give me the advantage to switch jobs. My friend advised I take a digital marketing course, after the training I started prospecting jobs, I got a call for my first interview, at the interview I was grilled extensively on my credentials, thanks to my digital marketing knowledge I got what I will describe as my dream job."
    Mojisola Mosuro PMP | ExxonMobil
    “As a fresh graduate I knew getting a good job would be a challenge. I researched online for a professional course to boost my CV, and I found P&F Project Management course. I completed the course. I have since changed jobs 3 times. Project Management. was the best Decision I made.”
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    Why Piston & Fusion Ranked Amongst the Best Business Institute In Nigeria?

    • We have over 10 years industry experience
    • Our facilitators are experienced and certified
    • We offer post training career advice and support

    People who enrolled for this course, also enrolled for the following courses

    Product Management Project Management
    Risk Management Program Management

    All  You Need to Know About Technical Support

    What is Technical Support?

    Technical support also known as tech support is a service provided to help individuals or organizations resolve technical issues related to hardware, software, products, and other tech services.

    What Skills Are Required For Technical Support?

    The skills required for technical support are:

    • Technical Knowledge
    • Problem-Solving
    • Customer Service
    • Communication
    • Time Management
    • Product Knowledge
    • Teamwork
    • Critical Thinking
    • Documentation

    How Can I Become Good At Technical Support?

    An IT technician provides support, fixes, and maintains the hardware and software of computer systems. Becoming a good IT technician requires a blend of:

    • Trainings and certifications in the field of interest
    • Developing product knowledge
    • Ability to blend with others and solve problems

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    Enrolled: 152 students
    Level: Beginner