Equipping IT Professionals for Tech Support

Our Soft Skills for Tech Support One-Day training is designed to teach tech support professionals with a development background the key skills and behaviors in communication, customer service and problem resolution they’ll need to succeed. The course covers the role and importance of a competent tech support professional, principles of effective communication that apply to all mediums, successful actions in dealing with difficult clients and non-technical users, as well as a general framework for effective conflict resolution. Students should have some experience in an I.T. role. Basic knowledge of hardware and software.

Course Summary

Purpose: 
Empower IT professionals with the communication, conflict resolution and people skills needed to grow with their changing roles.
Audience: 
IT Professionals needing to learn communication, conflict resolution and people skills.
Skill Level: 
Learning Style: 

Hands-on training is customized, instructor-led training with an in-depth presentation of a technology and its concepts, featuring such topics as Java, OOAD, and Open Source.

Hands On help
Duration: 
1 Day
Productivity Objectives: 
  • Discuss how to guide and control communication over distance
  • Rapidly identify the type of client you are working with and adjust approach accordingly
  • Use the basic principles of communication in written and spoken form
  • Resolve conflict to the satisfaction of all parties concerned

What You'll Learn

In the Equipping IT Professionals for Tech Support training course you’ll learn:

  • Role of Tech Support
    • Essential mission
    • Value to the organization
    • Basic challenges of the role
  • Principles of Effective Communication
    • How (and why) to understand another person
    • Causes and consequences of misunderstanding the person or the problem
    • How to ensure you have the whole picture
    • The value of the acknowledgment
  • Effective Communication across all media
    • General principles
    • Email
    • Phone
    • Text/Chat
  • Handling Difficult People
    • General principles
    • The non-technical user
    • The highly technical user
    • The generally grouchy or just plain upset user
  • Conflict resolution
    • A general framework
    • Examples in action
    • Professionalism in Tech Support
  • Closing Remarks and Q&A

Get Custom Training Quote

We'll work with you to design a custom Equipping IT Professionals for Tech Support training program that meets your specific needs. A 100% guaranteed plan that works for you, your team, and your budget.

Learn More

Chat with one of our Program Managers from our Boulder, Colorado office to discuss various training options.

DevelopIntelligence has been in the technical/software development learning and training industry for nearly 20 years. We’ve provided learning solutions to more than 48,000 engineers, across 220 organizations worldwide.

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