Front Line Technical Support

Course details

Learning Outcomes on the completion of this programme will be as follows:

• Examine the role and responsibilities of a Front Line Technical Support Agent
• Analyse the call centres IT applications and systems
• Appraise customer queries, providing technical expertise and understanding to troubleshoot and resolve customer problems
• Explain the basic concepts of information technology
• Examine the fundamentals of the Internet and different types of Internet Connections
• Describe the set up and management of network systems and Telecommunications Network
• Apply troubleshooting techniques and tools to effectively and efficiently resolve Telecommunications networking connectivity issues
• Demonstrate a broad range of communication, listening and customer care skills in dealing with a range of customers and calls
• Employ a high level of analytical, problem solving, customer care and technical skills to provide solutions to customer queries
• Troubleshoot and resolve customer queries
• Navigate multiple software applications simultaneously Front Line Technical Support 6N056