Technical Support Representative

Introduction to Technical Support
3 Topics | 1 Quiz
Role and responsibilities of a technical support representative
Basic skills required for technical support jobs
Understanding the South African business and IT environment
Understanding the Basics of Technical Support
Communication Skills for Technical Support
3 Topics | 1 Quiz
Effective phone and email communication with customers
Active listening and empathy in technical support
Using clear and simple language to explain solutions
Communication Skills in Technical Support
Common IT Systems and Software
3 Topics | 1 Quiz
Overview of operating systems: Windows and macOS basics
Introduction to common office software tools
Understanding basic networking concepts
IT Systems and Software Basics
Troubleshooting Fundamentals
3 Topics | 1 Quiz
Step-by-step approach to problem-solving
Identifying common hardware and software issues
Using diagnostic tools and resources effectively
Fundamentals of Troubleshooting
Customer Support Tools and Technologies
3 Topics | 1 Quiz
Using helpdesk and ticketing systems
Remote support software basics
Documenting and tracking support cases
Tools Used in Customer Support
Handling Customer Requests and Issues
3 Topics | 1 Quiz
Receiving and categorising support requests
Managing difficult or upset customers professionally
Following up and closing support cases properly
Managing Customer Requests and Issues
Workplace Safety and Ethics in Technical Support
3 Topics | 1 Quiz
Basic computer and data security practices
Maintaining customer privacy and confidentiality
Ethical behaviour and responsibility in support roles
Safety and Ethics for Technical Support
Introduction to Software Installation and Updates
3 Topics | 1 Quiz
Installing and uninstalling common software safely
Understanding software updates and patches
Preventing and fixing update-related issues
Software Installation and Update Basics
Basic Networking and Connectivity Support
3 Topics | 1 Quiz
Troubleshooting internet connection problems
Configuring basic wireless and wired network settings
Using network diagnostic commands and tools
Networking and Connectivity Troubleshooting
Professional Development and Career Pathways
3 Topics | 1 Quiz
Setting goals for career growth in technical support
Learning resources and certifications available online
Building a professional network and soft skills
Developing a Career in Technical Support

IT Systems and Software Basics

Technical Support Representative Common IT Systems and Software IT Systems and Software Basics

IT Systems and Software Basics