About this Course

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Flexible deadlines
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Shareable Certificate
Earn a Certificate upon completion
100% online
Start instantly and learn at your own schedule.
Beginner Level
Approx. 12 hours to complete
English

What you will learn

  • Define technical support, tech support, IT support, customer support mindset, the various levels of IT support, and the escalation matrix

  • Discover soft and technical skills required and opportunities available for a career in Technical Support

  • Explore the features and benefits of ticketing systems

  • Identify the various methodologies and frameworks popular in technical support

Skills you will gain

  • Information Technology
  • Customer Service
  • Ticketing Systems
  • Service Level Agreements
  • Technical Support
Flexible deadlines
Reset deadlines in accordance to your schedule.
Shareable Certificate
Earn a Certificate upon completion
100% online
Start instantly and learn at your own schedule.
Beginner Level
Approx. 12 hours to complete
English

Offered by

Placeholder

IBM Skills Network

Syllabus - What you will learn from this course

Week
1
Week 1
2 hours to complete

Industry Professionals’ Guide to Technical Support

2 hours to complete
9 videos (Total 39 min), 4 readings, 2 quizzes
Week
2
Week 2
2 hours to complete

Technical Support Skills and Opportunities

2 hours to complete
9 videos (Total 43 min), 3 readings, 2 quizzes
Week
3
Week 3
2 hours to complete

Support Tools, Support Tiers, and Service-Level Agreements

2 hours to complete
7 videos (Total 35 min), 5 readings, 2 quizzes
Week
4
Week 4
2 hours to complete

Ticketing Systems

2 hours to complete
8 videos (Total 45 min), 4 readings, 2 quizzes

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About the IBM Technical Support Professional Certificate

IBM Technical Support

Frequently Asked Questions

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