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

Tools Used in Customer Support

Technical Support Representative Customer Support Tools and Technologies Tools Used in Customer Support

Tools Used in Customer Support

Time limit: 0

Quiz Summary

0 of 5 Questions completed

Questions:

Information

You have already completed the quiz before. Hence you can not start it again.

Quiz is loading…

You must sign in or sign up to start the quiz.

You must first complete the following:

Results

Quiz complete. Results are being recorded.

Results

0 of 5 Questions answered correctly

Your time:

Time has elapsed

You have reached 0 of 0 point(s), (0)

Earned Point(s): 0 of 0, (0)
0 Essay(s) Pending (Possible Point(s): 0)

Categories

Not categorized 0%

1
2
3
4
5

Current
Review
Answered
Correct
Incorrect

Question 1 of 5

1. Question
What is the main purpose of a helpdesk ticketing system?
- To track and manage customer issues
- To replace phone support systems
- To provide marketing analytics
- To build customer databases
Correct

Incorrect
Question 2 of 5

2. Question
What benefit does remote support software offer?
- Fixes issues without onsite visits
- Allows unlimited offline access
- Guarantees internet disconnection
- Offers automated software updates
Correct

Incorrect
Question 3 of 5

3. Question
What is a best practice for documenting support cases?
- Record all customer info and problem det
- Only note customer contact information
- Write brief, unclear case descriptions
- Skip troubleshooting steps
Correct

Incorrect
Question 4 of 5

4. Question
How should support tickets be prioritised?
- By urgency and impact on the customer
- By order of agent availability
- Alphabetically by customer name
- Randomly without specific order
Correct

Incorrect
Question 5 of 5

5. Question
What is crucial for data security during remote support?
- Secure connections and customer permissi
- Using unsecured public Wi-Fi networks
- Sharing credentials freely
- Ignoring encryption protocols
Correct

Incorrect

EduCourse

Learn. Complete. Achieve.

Email address Password

or

Continue with Google

Full Name Email address Password

or

Sign up with Google

1 Email

2 Code

3 New Password

Enter your email address and we will send you a 6-digit reset code.

Email address

✓ Email

2 Code

3 New Password

Enter the 6-digit code we sent to your email address.

Reset Code

✓ Email

✓ Code

3 New Password

Choose your new password below.

New Password

★ 4.7 Trustpilot Rating • ◉ 308,000+ learners already upskilling