COLORADO SPRINGS, Colo., April 14, 2015 /PRNewswire/ -- HDI, the first membership association and certification body created for the technical support industry, today announced the launch of its new certification and training course, HDI Technical Support Professional. Designed specifically for technical support professionals who serve as an escalation point for the support center, the certification benefits those in level 2 and level 3 support. The immersive two-day training that leads to certification focuses on a wide range of best practices and covers:
- Customer service best practices
- Communications skills
- Service management best practices and terms
- Importance of being responsive to incident escalation
- Purpose and value of quality assurance monitoring
- Metrics used to monitor the performance
- Knowledge management best practices
- How to improve problem solving and problem management
- How to improve teamwork and relationships
"Technical support professionals provide the backbone of any support center," says Rick Joslin, HDI's executive director of certification and training. "These are the people who are solving problems, restoring services, and getting people back to productive work. They are the driving force behind good business—and our goal with this new certification is to ensure they are equipped with the skills and knowledge to enhance the customer experience."
More than 65,000 individuals from some of the world's largest companies are HDI certified. That steadily-increasing number represents an elite group of support professionals who are poised to improve service, increase their value–and the value of their organization, as well as gain a competitive advantage. HDI provides certifications in technical support, desktop support, knowledge-centered support, problem management, and support coaching.
To learn more about the new Technical Support Professional certification, visit: www.ThinkHDI.com/TSP.
Founded in 1989, HDI is the first membership association and certification body created for the technical service and support industry. Since then, HDI has remained the source for professional development by offering the resources needed to promote organization-wide success through exceptional customer service. In other words, we help professionals in service management better connect with customers. We do this by facilitating collaboration and networking, hosting acclaimed conferences and events, producing renowned publications and research, certifying and training thousands of professionals each year, and connecting solution providers with practitioners. Learn more at www.ThinkHDI.com.
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