Graduate Conversion Program in IT Customer Support

Graduate Conversion Program in IT Customer Support prepares individuals for entry-level roles in IT support by providing comprehensive training in technical troubleshooting, customer service, and IT tools. It offers a structured pathway for career changers or recent graduates to enter the growing field of IT support, where they can contribute effectively to resolving technical issues and supporting end-users in various organizations. This program not only builds technical competence but also enhances interpersonal skills crucial for delivering excellent customer support in a technology-driven environment.

Course Description

Our Graduate Conversion Program in IT Customer Support is meticulously designed to prepare you for thriving in customer support roles within the IT industry, particularly in virtual environments. Throughout this intensive program, you will gain a comprehensive understanding of customer support fundamentals, develop essential communication skills, learn effective problem-solving techniques, and familiarize yourself with crucial IT tools and systems used in virtual customer support roles.

Learning Outcomes

Understand the Fundamentals of Customer Support in the IT Industry
  • Gain a comprehensive understanding of the principles, processes, and best practices of customer support within the IT industry.
  • Recognize the importance of customer satisfaction, service level agreements (SLAs), and continuous improvement in IT support operations.
  • Enhance communication skills necessary for effective interactions with customers and colleagues in virtual environments.
  • Learn techniques for clear, empathetic, and professional communication through online platforms and tools used in IT support.
  • Acquire practical problem-solving skills to effectively address customer inquiries and technical issues remotely.
  • Apply systematic troubleshooting methodologies to diagnose and resolve IT support issues efficiently.
  • Familiarize oneself with essential IT tools and systems commonly used in virtual customer support roles.
  • Gain hands-on experience with ticketing systems, remote desktop applications, and knowledge base management platforms to support end-users effectively.
  • Develop strategies to handle challenging situations and difficult customers with professionalism, patience, and empathy in online settings.
  • Practice conflict resolution techniques and de-escalation strategies to maintain positive customer relationships and enhance satisfaction.

Lecture Panel

The lecture panel for the Graduate Conversion Program in IT Customer Support combines extensive practical industry expertise with academic proficiency. Each member brings over 20 years of hands-on experience in information technology, offering a rich blend of specialized skills and knowledge. Their backgrounds span various sectors within the IT industry, providing students with a comprehensive understanding of real-world challenges and effective solutions.

Additionally, university lecturers contribute a rigorous academic perspective grounded in the latest research and theoretical frameworks. This integration of practical industry insights and scholarly excellence creates a dynamic learning environment. Here, students delve into complex concepts, engage in critical analysis, and cultivate essential practical skills required for success in IT Customer Support.

By leveraging the collective wisdom and expertise of this distinguished panel, students can anticipate a well-rounded education. This education equips them with the knowledge, skills, and insights necessary to thrive in today’s dynamic IT Customer Support landscape.

Course Outline​

Module 1: Introduction to Customer Support 
Overview of customer support in the IT industry 
Importance of customer satisfaction and retention in online environments 
Key principles and objectives of effective virtual customer support 
Module 2: Communication Skills for Online Support 
  • Understanding different communication styles in virtual environments:
    • E-mail, chat support, voice calls, video calls, instant messaging (IM)
    • Discussion forums, social media, virtual collaboration tools (Slack, Teams)
    • Knowledge bases, CRM systems, feedback forms
 
Active listening techniques for online interactions 
Written communication skills, tone, and etiquettes 
Overcoming challenges of remote communication: language barriers, cultural differences, poor connectivity 
Case study – Support individual from client’s point of view 
Module 3: Problem-Solving in Virtual Support 
  • Introduction to problem-solving methodologies in online customer support:
    • Isolation techniques, root cause analysis, trial & error
    • Documentation review, hypothesis elimination, peer collaboration, escalation
 
Strategies for addressing technical issues and inquiries remotely 
Module 4: Virtual IT Tools and Systems 
Overview of common IT tools and systems used in virtual customer support roles 
Diagnostic tools and utilities to gather information 
System logs, built-in diagnostic, and third-party software 
Remote desktop software, ticketing systems, and knowledge bases 
Best practices for managing customer data and maintaining security in virtual environments 
Module 5: Handling Challenging Situations Online 
Dealing with angry or upset customers in virtual settings 
Managing customer expectations and emotions remotely 
Conflict resolution techniques for online interactions 
Module 6: Virtual Role-Playing and Simulated Scenarios
Interactive role-playing exercises using video conferencing tools or simulation software
Practice handling real-life customer support scenarios in virtual environments
Feedback and reflection sessions to enhance learning and skill development
Module 7: Continuous Improvement and Professional Development in Virtual Support
Importance of continuous learning and self-improvement in virtual customer support roles
Resources for ongoing professional development in online environments
Networking opportunities and virtual communities for customer support professionals

To Whom

The Graduate Conversion Program in IT Customer Support is particularly suited for:

Career Changers

 Professionals from non-IT backgrounds who aspire to transition into IT customer support roles.

Recent Graduates

Individuals with degrees in unrelated fields who are looking to enter the IT industry through customer support positions.

IT Enthusiasts

Individuals with a passion for technology and an interest in developing skills specifically in IT customer support.

Professionals Seeking Specialization

Those already working in IT-related roles who wish to specialize further in customer support functions.

Individuals Seeking Career Growth

Those aiming to advance within their current IT customer support career by gaining deeper knowledge and skills.

Job Seekers

Individuals actively seeking employment in the IT sector, particularly in customer support capacities.

Anyone Interested in Virtual Support

Individuals interested in mastering virtual communication and support tools essential for remote customer interaction.

Method of Delivery

The delivery method for this certification is entirely online, requiring candidates to have access to a personal computer.

Medium of Instruction

English or Sinhala and simple English

Evaluation Method

To earn certification from the Graduate Conversion Program in IT Customer Support, candidates will undergo a rigorous three-part examination process:

Assignment

Candidates will complete an assignment that assesses their understanding and application of key concepts taught throughout the program. This assignment will typically involve practical scenarios and problem-solving exercises related to virtual customer support.

Assignment

Candidates will complete an assignment that assesses their understanding and application of key concepts taught throughout the program. This assignment will typically involve practical scenarios and problem-solving exercises related to virtual customer support.

Written Examination

Candidates will take a written examination designed to test their knowledge of theoretical aspects covered in the course. The exam will include questions on customer support fundamentals, communication skills, problem-solving methodologies, and IT tools and systems used in virtual environments.

Online Practical Examination

Candidates will participate in an online practical examination where they will demonstrate their ability to handle simulated customer support scenarios in a virtual setting. This examination aims to assess their practical skills in real-time problem-solving, communication with customers, and utilization of IT tools like remote desktop software and ticketing systems.

In addition to the examinations, candidates will engage in continuous assessment activities throughout the program, including quizzes, assignments integrated into online modules, and participation in virtual role-playing exercises and group projects. These activities are designed to reinforce learning and evaluate the application of learned skills in practical contexts.

Overall, the certification process aims to ensure that candidates are well-prepared to excel in IT customer support roles by validating their theoretical knowledge, practical skills, and ability to navigate virtual customer support environments effectively.

Course Duration

Lectures - 90 hours
Soft Skill Lectures - 30 hours
Self Assessments - 90 hours
Mock Interviews - 1 hour per student

Course Schedule

6 Months | 3 Days per week, 7:30PM - 9:30PM

Course Fee

Per Participant Fee: Rs 90,000/= 
Payment Method: Full payment (Rs. 10,000/= discount for full payment) or Rs. 30,000/= X 3 installments 

  • 1st Payment when registering the course
  • 2nd Payment one month after the 1st payment
  • 3rd payment  one month after the 2nd payment

Refund Policy

Students requesting refunds must email their request to finance.it@gsdc.lk. Refunds are only available to those who have paid the full class fees; fees paid in installments are non-refundable. Refund eligibility is as follows:

Applicants who have not attended the course for more than one week during the first month are entitled to a 90% refund and enrollment cancellation.

Applicants who have attended the first month of the course and not attended for more than one week during the second month are entitled to a 70% refund and enrollment cancellation.

Applicants who have attended the first two months of the course and not attended for more than one week during the third month are entitled to a 50% refund and enrollment cancellation.

No refunds will be issued after three months from the start of the course. Additionally, the course fee is non-transferable under any circumstances.

How to Apply?

Tell us a little about yourself and we’ll help with the rest. Our convenient online application tool only takes 10 minutes to complete.

After you submit your application, an admissions representative will contact you and will help you to complete the process.

Once you’ve completed your application and connected with an admissions representative, you’re ready to create your schedule.

FORM

Are you ready to take the next step toward your future career?