Our Business Units 

Certified Support Specialist

This 2-day course is for professionals with advanced experience and skills in support services. The course focuses on advanced problem resolution techniques, communicating with difficult customers, negotiating strategies, metrics, knowledge management, mentoring, project management and teamwork.

Participants find that the course builds on previous support specific programs and prepares them for a role of senior support analyst/engineer. This course further enhances the communication and advanced business practices skills needed for the next stage of a support professional’s career.

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

  • Experienced support professionals
  • Tier 2 and Tier 3 level support staff
  • Anyone wanting a career in support services


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.

SCP Career Certification

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