Enterprise Computer Support –

it284

(3 credits)

This course is an introduction to the roles, responsibilities, and skills required to become a professional computer support PC Technician and provide exceptional computer support service. This includes the fundamentals of customer service, effective questioning, verbal and non-verbal communication, on-site support, telephone support, remote e-commerce support, and dealing with difficult customers. This course includes remote access to hands-on, real-world customer support issues and scenarios.
This undergraduate-level course is 9 weeks. This course is available to take individually or as part of a degree or certificate program. To enroll, speak with an Enrollment Advisor.

Customer Support Principles

  • Explain the role of the customer support technician.
  • Identify methods and tools that enable computer support to satisfy customers.
  • Analyze trends in the computer support industry.

Communication Skills

  • Compare verbal and nonverbal methods of communication.
  • Define techniques for building rapport with customers.
  • Explain how to ask effective questions in computer support.
  • Identify active listening skills for resolving computer problems.

Electronic Messaging Technologies

  • Explain the importance of technology within computer support.
  • Identify advantages and disadvantages of an ARS.

Customers

  • Compare and contrast external and internal customers in computer support.
  • Identify customer requirements and expectations for support services.
  • List outcomes of exceptional customer service.

Computer Support Employees

  • Differentiate between tasks of a frontline and an internal computer support workforce.
  • Describe factors that yield employee satisfaction and heightened service quality.

Local Support Technologies

  • Identify hardware and software tools for localized computer support.
  • Describe telephone skills used for computer support.

Remote Support Technologies

  • Identify hardware and software tools for remote computer support.
  • List steps for selecting and implementing remote computer support technology.

Problem-Solving Strategies

  • Define problem solving in a computer support environment.
  • Apply behavioral and perceptual methods to resolve various support service problems.
  • Identify the four steps of decision making when resolving support service conflicts.

Communication Barriers

  • Identify customer support skills when working with difficult customers.
  • Recall self-control strategies when communicating with a difficult customer.
  • Describe how ownership strategies resolve computer support issues.
  • Create training materials for new customer support technicians.

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