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8 assignments

Taught in English

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This course is part of the Dell Technologies Technical Customer Support Specialist Professional Certificate

When you enroll in this course, you'll also be enrolled in this Professional Certificate.

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There are 4 modules in this course

This course is designed to equip aspiring tech support professionals with the knowledge, skills, and strategies needed to thrive in the fast-paced world of technical support. This course is perfect for individuals looking to start a career in tech support or seasoned professionals aiming to refine their skills and advance their careers. No previous background experience or training is necessary to be successful.

Through a series of comprehensive modules, participants will learn about the crucial roles and responsibilities of tech support professionals, the key factors that contribute to success in the field, effective strategies for acing job interviews, and methods for staying current with industry trends. By the end of the course, learners will have a clear understanding of what it takes to excel in tech support and how to position themselves as top candidates in this competitive industry.

This week you will get an overview of what a career in Tech Support could look like for you. You’ll learn about what it takes to be a tech support professional and various paths your career could take once you get started. We’ll also discuss some of the key characteristics and qualities needed to be successful in in customer support. You’ll also hear directly from sales managers about what they look for when they interview candidates.

What's included

22 videos2 readings4 assignments1 plugin

22 videosTotal 81 minutes

Welcome to the Course1 minutePreview module
Explore Tech Support Careers5 minutes
What Is a Tech Support Professional?6 minutes
What Products Do You Support?2 minutes
What Is a Typical Week Like?1 minute
Who Are Your Collaborators?1 minute
What Roles Do Phone Calls and Chats Play?1 minute
What Do You Like Most About Tech Support?1 minute
Factors For Success In Tech Support2 minutes
Important Traits and Characteristics for Tech Support Professionals5 minutes
Advice for Tech Support Professionals6 minutes
Transferable Skills2 minutes
Tech Support Career Journeys5 minutes
Career Journey: Kevin5 minutes
Career Journey: Billi5 minutes
Career Journey: Demetrious4 minutes
Tech Support Interview Strategies2 minutes
Interview Prep1 minute
Resume Advice2 minutes
Interview Advice7 minutes
The STAR Method2 minutes
Tips From Hiring Managers3 minutes

2 readingsTotal 20 minutes

Welcome to the Dell Technical Customer Support Certificate Program10 minutes
Course Syllabus: Career Introduction10 minutes

4 assignmentsTotal 80 minutes

Tech Support Career Assessment30 minutes
Technical Support Job Search30 minutes
What Is a Tech Support Professional Quiz?10 minutes
Factors For Success Quiz10 minutes

1 pluginTotal 4 minutes

IT Career Paths: How to Get into IT Support4 minutes

This week is all about the foundational professional skills you’ll need to work in tech support. Things like time management, active listening and communication will be essential to your success as a tech support professional. This week we’ll cover strategies for making the most of your time, and tips for crafting professional business communications.

What's included

4 videos1 reading2 assignments1 peer review

4 videosTotal 29 minutes

Business Communications9 minutesPreview module
Time Management8 minutes
Urgent vs. Important Tasks5 minutes
Active Listening5 minutes

1 readingTotal 10 minutes

Time Management Tips for Tech Support Agents10 minutes

2 assignmentsTotal 25 minutes

Professional Skills Assessment20 minutes
Active Listening Quiz5 minutes

1 peer reviewTotal 30 minutes

Writing Professional Emails30 minutes

This week we will explore the critical role of technical support within the dynamic tech industry. You will gain insights into the key role support professionals play in maintaining seamless technology experiences.

What's included

1 video1 reading1 assignment1 discussion prompt

The need for product knowledge is ever expanding. This week, we will explore strategies for staying up-to-date with industry trends, mastering product features, and fostering a culture of continuous learning. You will discover how product knowledge enhances customer interactions, drives innovation, and contributes to organizational success.