Introduction to Technical Support
Completed by Matthew Oakes
January 3, 2026
12 hours (approximately)
Matthew Oakes's account is verified. Coursera certifies their successful completion of Introduction to Technical Support
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
- Category: Technical Communication
- Category: Issue Tracking
- Category: Remote Access Systems
- Category: Technical Support
- Category: IT Service Management
- Category: Help Desk Support
- Category: Service Management
- Category: Customer Service
- Category: End User Training and Support
- Category: Technical Documentation
- Category: Service Level
- Category: Technical Support and Services
