The Technical Support Suite is a set of training programs, tools, and certifications that focus on developing service excellence in technical service providers.

The suite includes training programs in diagnostic troubleshooting, technical support, field service, and a coaching program for supervisors. The courses consistently increase scores of commonly used service metrics.

Recognized throughout the IT industry, the programs prepare learners for CompTIA’s Customer Service Excellence accreditation, AFSMI's certification program, and SSPA’s Support Staff Excellence program.

What follows is a description of the training and support programs that make up the Technical Support Suite.

This course is designed to improve the technical troubleshooting abilities of technicians at all levels of a support organization. Diagnostic Troubleshooting™ teaches technicians how to apply a clear, logical, and systematic approach to problem resolution using a professional troubleshooting process.

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Designed specifically for field service engineers, Getting to the Heart of Field Service™ teaches employees to balance the business needs and values of your company with the expectations your customers demand for quality service.

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Developed especially for technology-based industries, Getting to the Heart of Technical Support™ teaches your service and support professionals the skills they need to consistently deliver exceptional customer service. Available in English and Spanish.


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Designed for team leaders, supervisors, and managers in contact centers, Making It Happen™ teaches how to coach employees and reinforce skill use on the job. Participants learn how to create a positive work environment and build a top-performing team.

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Reinforcement tools include job aids, action plans, and on-the-job activities. A Coach's Toolkit provides short reinforcement activities for supervisors or trainers to facilitate during team meetings or other small group sessions. Ongoing refresher training occurs through workbooks or a one-year online license.

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Online student progress and self-assessment scores are visible through management reports which can be sorted by participant, class, location, and enterprise. This level of accountability and skills validation ensures that a high percentage of learners complete the course and apply the skills when they're on the job serving customers.

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After completing an Impact course, students are eligible for certification. There are two levels:

1. Impact Certification - Students complete an online test certifying knowledge of the skills learned. The student pass/fail level can be set by a company manager or systems administrator.
2. Industry Certification - Students recognized at this level are certified or accredited by the Service and Support Professional Association (SSPA), the Association for Services Management International (AFSMI), the Computer Technology Industry Association (CompTIA), or the Educational Testing Service (ETS).

Certification provides learners with positive feedback and recognition. It provides an organization with the knowledge that its employees possess the skills and ability to provide world-class service.