Offered by: Microsoft and edX

Course Level 1: Beginner

Estimated Study Time: 50+ hours

What you’ll learn

Introduce the support agent role

Identify the core priorities and key responsibilities of a support agent

Improve your support skills by interacting with other roles

Identify the performance skills a support agent should master

Understand what drives customer behavior when interacting with support agents

Examine how cultural dimensions and communication styles affect customer behavior

Learn how different cultures view time

Examine the basic stages of IT Support case management

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