Support Center Analyst

Module 1 – Leadership Principles:
• Ethics
• Time Management
• Written Communication
• Continuous Learning: Industry News and Trends
• The Role of the Support Center Analyst (SCA)
• Global Perspective
• Emotional Intelligence
• Leadership Principles Five-question Graded Assessment

Module 2 – Policy and Strategy:
• Professional Conduct
• Organizational Policy
• Overview of Support Center Services
• Policy and Strategy Five-question Graded Assessment

Module 3 – People Management:
• Teamwork
• Building Rapport
• Stress Management
• People Management Five-question Graded Assessment

Module 4 – Support Center Systems and Delivery Methods:
• Support Center Infrastructure
• Telephony Systems
• Computer Telephony Integration (CTI)
• Self-Healing Technology
• Support Center Service Delivery Methods
• Telephone Support
• Desk-side Support
• Electronic Support
• Chat Best Practices
• Self-Service
• Integrated Systems
• Monitoring and Alert Systems
• Self-Diagnosing Technology
• Systems and Delivery Methods 10-question Graded Assessment

Module 5 – SCA Job Responsibilities:
• Service Level Management (SLM)
• Security Management
• Incident Management
• Request Fulfillment
• Problem Management
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Access Management
• Knowledge Management
• Support Center Incident Management Simulation Game
• SCA Job Responsibilities 10-question Graded Assessment

Module 6 – Professional Communication Skills:
• Continual Service Improvement (CSI)
• Customer Management
• Active Listening
• Relationship Building
• Customer Competency Assessment
• Conflict and Negotiation Management
• Documentation Processes
• Problem Solving
• Escalation
• Professional Communication Skills 10-question Graded Assessment

Module 7 – Measuring Customer Satisfaction:
• Status Reports
• Procedures
• Quality Assurance (QA)
• Customer Satisfaction Surveys
• Customer Service
• Support Center Best Practices and Frameworks
• Customer Satisfaction Five-question Graded Assessment

Module 8 – Performance Results:
• Metrics and Measurements
• Balanced Scorecard
• Performance Results Five-question Graded Assessment

Upon successful completion of this program, learners will display proficiency in the following areas:
• Effective communication skills, including best practices for handling conflicts with difficult customers
• Essential technical skills and processes for properly and efficiently resolving and documenting incidents
• Problem solving, time management, and other soft skills that will improve performance

All required reference materials are provided with this program. Technical requirements:

Internet Connection
• Broadband or High-Speed (DSL, Cable, Wireless)
Hardware Requirements
• Processor – 2GHz Processor or Higher
• Memory – 1 GB RAM Minimum Recommended

Software Requirements
• Operating Systems – Windows 7, 8 or 10; Mac OS x 10 or higher
• Microsoft Office 2007, 2010 or 2013 or a Word Processing application to save and open Microsoft Office formats (.doc, .docx, .xls, .xlsx, .ppt, .pptx)
• Internet Browsers – Google Chrome is highly recommended
• Cookies MUST be enabled
• Pop-ups MUST be allowed (Pop-up Blocker disabled)
• Adobe PDF Reader

The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.
The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.

The following table represents the weighting for each of the standards categories within the certification exam. This information is provided to help you focus as you prepare for the exam.

Category Weighting %
Leadership 10 %
Policy and Strategy 10 %
People Management 10 %
Resources 20 %
Process and Procedures 45 %
Performance Results 5 %
Each state may have additional licensing requirements, be sure to research your states requirements for employment by visiting your states occupation board.

Relevancy – With annual reviews and enhancements, this program guarantees accurate and relevant curriculum that meets employer requirements for the knowledge and skills demanded to successfully enter the workforce.
Career Readiness – Our Career Kit is designed to provide students with the practical tools they’ll need to help find a job once they have completed training and earned their certification. With our Career Kit, students are sure to impress! Using our practical templates and prompts, students can present their BEST self to future employers.
Curriculum Format – We believe career training should be engaging and fun, not exhausting, and boring. To achieve this, we have developed our program with a mix of formats including reading material, video lectures, procedure videos, interactive activities and games, knowledge check ins, and section assessments. By incorporating a balanced mixture of interactivity, engagement, and comprehension testing, this program ensures a well-rounded experience for students that will not only fully prepare them to enter the workforce but also provide a fun, entertaining way to learn. With real-life procedure videos, students are provided a combination of comprehensive instructions, visual and auditory demonstrations, and hands-on practice exercises.