Our Business Units 

Certified Support Professional

The combination of providing resolution to technical problems while maintaining excellent customer service skills creates a unique challenge for today’s support professionals. Customer satisfaction derives from effective communication as much as from obtaining a technical solution. The Support Professional course addresses this challenge.

This 2-day course trains support professionals in the customer skills necessary to deliver quality services in today’s complex support environment. This program can provide the distinction that sets individuals and companies apart as the best in the technology support industry. The Support Professional course teaches practical skills in effective communication, telephone and online professionalism, questioning techniques, and teamwork, among others.

Post-class assistance is available through our “Making It Stick” management workshop to ensure transfer of skills to the job and to help measure return on investment.

Who Should Attend

  • Tier 1 and Tier 2 level support staff
  • Recently hired support staff at all levels
  • Any members of the organization that interact with customers


Blended Learning Option

Blended learning is an instructional model that combines the self-paced online training with tailored onsite or remote reinforcement. Blended learning provides the opportunity to reinforce course objectives in a group setting using exercises and examples tailored to your unique environment allowing your team to practice the skills learned in a safe environment.

On-Site Tailored Classes

Two-day instructor-led classes are offered at your site for up to 15 students per class. Professional, certified instructors with extensive software support industry experience lead the classes. Prior to delivery, instructors gather relevant information about your company that is used to tailor the classes to your specific needs and goals. The course includes role-plays, team exercises, and discussions of concepts that are most relevant when tailored to the experiences of the students.

Online Self-Paced Classes

The Support Professional online training course is structured to provide a combination of teaching and interactivity that enables students to learn valuable information, and also to apply that information to real world situations. Upon registration, students are allowed access for 60 consecutive days to complete the course.

SCP Career Certification Exam

This course prepares students to take the online exam and become a Certified Support Professional.