Customer Support
Support platforms, escalation handling and writing replies in the right tone.
Overview
Support platforms, escalation handling and writing replies in the right tone. This program suits people who like talking with people, solving their problems and persuading.
What you'll cover
- The support mindset
- Helpdesk tools
- Writing great replies
- Handling difficult customers
- Escalations & SLAs
- Portfolio & interviews
- Remote Career Playbook
Curriculum
Week 1: The support mindset3 lessons
- The support mindset: overview12 min
- The support mindset: walkthrough18 min
- The support mindset: practice assignment25 min
Week 2: Helpdesk tools3 lessons
- Helpdesk tools: overview12 min
- Helpdesk tools: walkthrough18 min
- Helpdesk tools: practice assignment25 min
Week 3: Writing great replies3 lessons
- Writing great replies: overview12 min
- Writing great replies: walkthrough18 min
- Writing great replies: practice assignment25 min
Week 4: Handling difficult customers3 lessons
- Handling difficult customers: overview12 min
- Handling difficult customers: walkthrough18 min
- Handling difficult customers: practice assignment25 min
Week 5: Escalations & SLAs3 lessons
- Escalations & SLAs: overview12 min
- Escalations & SLAs: walkthrough18 min
- Escalations & SLAs: practice assignment25 min
Week 6: Portfolio & interviews3 lessons
- Portfolio & interviews: overview12 min
- Portfolio & interviews: walkthrough18 min
- Portfolio & interviews: practice assignment25 min
Lesson titles may be refined as the program is updated.
Remote Career Playbook
Included in Customer Support. It shows how remote hiring works for this role and walks you through applying, interviewing and working with a remote team. It's a guide, not a guarantee: we can't promise a job, but you'll know the process.
- How remote hiring works15 min
- Build your CV and portfolio20 min
- Find and apply for customer support agent jobs20 min
- Pass customer support agent interviews and tests20 min
- Contracts, invoices and international payments18 min
- Your first 90 days on the job15 min
Is it for you?
A good fit if
- People who enjoy conversations, stay calm under pressure and like helping others get to a result.
- You prefer to learn on your own schedule
- You're happy to practise between lessons
Probably not if
- You want live, instructor-led classes
- You're expecting a guaranteed job or income
Common questions
Do I need experience?
Most programs are beginner-friendly and start from the basics. Data Analytics and No-Code Development assume you're comfortable learning new software. Each program page says which kind it is.
How long does a program take?
Programs are built as 6 or 8 weeks of material, but there are no deadlines. You set the pace, so how long it takes depends on how much time you give it.
Are there live classes?
No. Lessons are on-demand and available as soon as you enrol. There are no start dates or scheduled sessions, so you can start today and fit lessons around your life.
Can I get a refund?
Our refund policy is published on the Refunds page. Read it before you pay.
Do you guarantee a job or income?
No. We teach skills, give you practice work to build, and include a Remote Career Playbook in every program that shows how remote hiring, applications and interviews work. We can't promise jobs, clients or income, and you should be cautious of any training provider that does.
More in the Help centre.
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Pay once, start straight away and learn at your own pace.