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.
Course 6 of 7 in the
Beginner Level
Approx. 6 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.
Course 6 of 7 in the
Beginner Level
Approx. 6 hours to complete
English

Offered by

Placeholder

IBM

Syllabus - What you will learn from this course

Week
1

Week 1

1 hour to complete

Industry Professionals’ Guide to Technical Support

1 hour to complete
5 videos (Total 24 min), 1 reading, 2 quizzes
Week
2

Week 2

1 hour to complete

Technical Support Skills and Opportunities

1 hour to complete
5 videos (Total 28 min), 1 reading, 2 quizzes
Week
3

Week 3

1 hour to complete

Support Tools, Support Tiers, and Service-Level Agreements

1 hour to complete
5 videos (Total 28 min), 1 reading, 2 quizzes
Week
4

Week 4

2 hours to complete

Ticketing Systems

2 hours to complete
6 videos (Total 38 min), 1 reading, 2 quizzes

About the IBM Technical Support Professional Certificate

IBM Technical Support

Frequently Asked Questions

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