Using Communication Systems and Technology

Telephone System and Basic Computer Software

Mastering the use of the headset, hold, transfer, and conference functions.
Effectively using auxiliary software like internet browsers and Office suites.

: Knowledge Tools and Databases (Knowledge Base)

Effective searching in the knowledge base to find accurate and quick answers.
How to report missing or outdated information in the knowledge base.

Internal Collaboration Tools

Using internal chat programs (e.g., Teams, Slack) to inquire from colleagues or supervisors.
Correctly raising internal support tickets (Escalation).

Troubleshooting Common Errors

Methodical steps for troubleshooting simple system problems.
When and how to report technical malfunctions to the support team.