West Virginia University, through a partnership with Gatlin Education Services, offers online career training services for adults who want to attain the skills needed for many in-demand professions such as Help Desk Analyst:  Tier 1 Support Specialist.

Computer Requirements
This course is not currently 100% compatible with Windows Vista Operating System.

This course can be taken from either a Mac or a PC.  There are no specific computer requirements other than an Internet connection, Windows Media Player (available as a free download), and Adobe Acrobat Reader (also available as a free download).  It is recommended that the student use the latest version of Internet Explorer in place of other web browsers.

Materials
All course materials are available online.

Background
The Computer Support Industry is one of the fastest-growing industries on the scene today; and there is every indication that the trend will not change anytime soon.  As more and more companies grow to rely on ever-increasing and more complex technologies to satisfy production and service demands, so too the need for those equipped to support those technologies while maintaining high customer-satisfaction levels.  Fixing the technical failure is often not as difficult as maintaining customer satisfaction through the technical failure.

Course Goal
This program uniquely prepares the support specialist to keep the customer productive by focusing on the business needs of the customer, establishing credibility and trust, and by handling the most difficult customer scenarios.  Emphasis is given to problem solving and troubleshooting, team dynamics, and interpersonal communication skills.  It also provides a broad overview of the back-office operations of a support center, and exposes the student to common industry tools and technologies used in providing exceptional customer support.

Course Objectives

By completing this program, students will understand how to:

• Improve support-center productivity.
• Provide exceptional customer support.
• Handle difficult customer situations.
• Implement best practices for problem solving.
• Exhibit assertive confidence while reducing job stress.

Course Structure and Schedule
This is a non-credit course offered for 80 hours. The student can register at any time during the year. Cost is $1,495 per student. A certificate for course completion will be issued.

Upon registering, the student is given an initial six months to complete the program. If the student needs more time, they may request a six month extension at no additional charge.

Prerequisite(s)
There are no specific prerequisites for this course, although it is recommended that the participant have at least six months experience in the Support Industry.

Overview/Subject Matter

1. Essential Communication Skills
1. Introduction to the Support Industry
2. Understanding Customer Satisfaction
3. Telephone Communication Skills
4. Dealing with Difficult Customer-Service Situations
5. Developing and Practicing Assertiveness in Customer Support
6. Human Resource Issues in the Support Environment
7. Ethics in the Workplace
8. Team Building
9. Measuring Success

2. Tools, Problem-Solving, and Processes
1. Staying Current in the Industry
2. Tools and Technologies for the Support Center
3. Overview of Network Administration
4. Disaster Recovery Procedures
5. Understanding Computer Telephony Integration
6. Creativity and Problem-Solving
7. The Five-Step Problem-Solving Process
8. Process Integration

Registration

Register online through our secure server or fill out this form and fax or mail it to Extended Learning. You will be given class access by email within five working days. Call 1-800-2Learn2, or email WVUEnrich@mail.wvu.edu if you have any questions. Major credit cards and electronic checks are accepted.

Refund Policy
Any cancellation and refund request must be submitted in writing by the student to WVU Extended Learning. A $50 processing fee will be charged to the student for a cancellation requested before materials (books) are mailed to the student. If the student cancels within ten days after the materials are mailed to the student, then a $100 processing fee will be charged, provided the student returns the materials, within five days of the written request, in their original condition. If the materials are not returned within the specified period of time or are not in their original condition, then a $500 processing fee will be charged to the student. If the student cancels any time between eleven and thirty days after the materials ae mailed to the student, then a $300 processing fee will be charged, provided the student returns the materials, within 5 days of the written request, in their original condition. If the materials are not returned within the specified period of time or are not in their original condition, then a $500 processing fee will be charged to the student. No other refunds will be considered.