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.
Customer Support Principles
- Identify methods and tools that enable computer support to satisfy customers.
- Analyze trends in the computer support industry.
- Explain the role of the customer support technician.
- 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.
- Describe how ownership strategies resolve computer support issues.
- Recall self-control strategies when communicating with a difficult customer.
- Identify customer support skills when working with difficult customers.
- Create training materials for new customer support technicians.
Local Support Technologies
- Describe telephone skills used for computer support.
- Identify hardware and software tools for localized computer support.
- List outcomes of exceptional customer service.
- Identify customer requirements and expectations for support services.
- Compare and contrast external and internal customers in computer support.
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.
Remote Support Technologies
- Identify hardware and software tools for remote computer support.
- List steps for selecting and implementing remote computer support technology.
- 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.
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Transferability of credit is at the discretion of the receiving institution. It is the student’s responsibility to confirm whether or not credits earned at University of Phoenix will be accepted by another institution of the student’s choice.