College Credits: 3
Advanced High-speed data Customer service
Part of the Customer Care Master Representative Certification Series oVerVieW
Advanced High-Speed Data Customer Service builds upon the knowledge gained in Jones/NCTI’s High-Speed Data Customer Service course. The course provides the industry’s most in-depth and thorough training for customer contact personnel regarding core digital concepts and personal computers (PC). Students completing this course gain a thorough understanding of personal computers and mobile devices as well as their operating systems. The student will also learn key digital concepts and how digital relates to analog as well as insight into troubleshooting high-speed data (HSD) service.
Delivered online, the Advanced High-Speed Data Customer Service course includes videos and activities that are intended to help the student retain key points of information. The computer videos are hosted by Mike Meyers, author and holder of multiple IT industry certifications, whose colorful and humorous presentation style makes the course entertaining and effective. Topics of study include a detailed description of the major components in a PC and how they interact in the computer system; a review of Microsoft Windows operating systems with explanations of their respective features and vulnerabilities; an overview of mobile devices and their operating systems; computer security; an explanation of basic digital signaling and troubleshooting high-speed data service. This course provides valuable and necessary information for anyone that provides assistance to customers that are experiencing computer related issues.
Delivery Options:
1
The course is delivered online with in-course activities to promote learning. Lesson and final exams are also taken online.Completion Time:
Varies based on the student’s self-study pace, however, the maximum time allowed is six months from enrollment.
BeNeFits
Upon completion students will:
» have the breadth and depth of knowledge to sell and support any high-speed data related services
» reduce expensive truck rolls and improve customer satisfaction rates by providing advanced levels of troubleshooting on all high-speed data service
» have the product knowledge required to move to a supervisory level for high-speed data customer service
» earn three hours of college credit
» receive credit toward Jones/NCTI® Customer Care Master Representative certification
» receive an industry-recognized Jones/NCTI certificate of graduation
reCommeNded
Students completing this course should then enroll in:
» Troubleshooting Advanced Services
» Excellence in Customer Service
» Effective Supervision
trAiNiNg FeAtUres
» Knowledge-based, broadband and job-specific content
» Video-rich and interactive course materials
» Career path advisement
» Online lesson
feedback and progress monitoring at www.jonesncti.com
» Online testing
» instructor led training available upon request
Visit www.jonesncti.com and click FAQ for
important information on computer hardware/
software requirements and Jones/NCTI course policies.
BeNeFits
(Continued) Ideal for:Customer service and sales representatives needing advanced training to sell or troubleshoot high-speed data services, including:
» graduates of Jones/NCTI’s High-Speed Data Customer Service course
» tier 2 and 3 technical service representatives
CoUrse oBJeCtiVes
Upon completing this course students will be able to:
1. identify the main components of a computer system
2. describe how to maneuver in the different Windows operating systems to perform common tasks 3. explain the meaning of 32- and 64-bit processing
4. explain the labeling of the different types of random access memory (RAM) 5. describe the basic input/output services (BIOS) in a computer system 6. describe the computer motherboard and the different available form factors 7. list important considerations when choosing a computer power supply 8. describe the internal components of a hard drive
9. identify different types of media for storing and playing back data 10. explain how to configure common input devices in a computer system
11. understand the terms resolution, refresh rate and color depth as they relate to a computer’s video configurations.
12. describe the terms Transmission Control Protocol (TCP), User Datagram Protocol (UDP) and ports in reference to Internet applications
13. describe the waveform audio file format (WAV) and musical instrument digital interface (MIDI) file formats 14. identify different laptop types and features that make laptops versatile
15. describe mobile device operating systems
16. identify how to keep computer systems in an optimal operating condition
17. understand how digital devices are used to duplicate the physiological characteristics of the human eye and ear 18. apply the divide and conquer troubleshooting method
CoUrse oUtliNe
1. operational Procedures
Discuss professionalism in appearance and communications, identify the biggest hazards to a computer, discuss safety for those working on a computer and for the computer while being worked on.
2. the Visible PC
Review how computers work, identify and explain the function of the main components inside a computer and describe the different computer interfaces to peripheral devices.
3. Visible Windows
Learn about the different Windows operating systems and about some of the utilities available to help resolve computer problems.
4. microprocessors
Understanding central processing units (CPU), investigating CPU speeds and cores, exploring CPU caches, understanding 32-bit and 64-bit processors, installing a CPU and cooling a CPU.
5. random Access memory (rAm)
Understanding RAM, looking at types of RAM, adding RAM to a system, troubleshooting RAM and understanding virtual memory.
6. Basic input/output services (Bios)
Defining the purpose of BIOS, describing the power-on self-test (POST) and troubleshooting BIOS.
7. motherboards
Understanding form factor, ATX and ITX form factors, chipsets, the expansion bus, installing a motherboard and configuring for two CPUs.
8. Power supplies
Electricity basics, describing the power supply and connections, choosing a power supply, power protection and troubleshooting the power supply.
9. Hard drive technologies
Understanding how hard drives store data, discussing ATA hard drives, installing hard drives and recognizing small computer system interface (SCSI) hard drive.
For more information, call 866.575.7206, email [email protected] or visit www.jonesncti.com
AdvHSCustSer0714
CoUrse oUtliNe
(Continued) 10. removable mediaRemembering floppy discs and drives, investigating optical drives and flash media.
11. input devices
Supporting common ports and connecting input devices.
12. Video
Investigating video displays, connectors, and video settings, working with projectors, setting up multiple monitors, installing graphics cards and troubleshooting video issues.
13. the internet
Understanding Internet tier structures, connecting to the Internet, investigating Internet application protocols and analyzing Internet issues.
14. multimedia
Recognizing sound formats, working with volume, and using tuners and video cards.
15. Portable computing
Looking at laptop computers, managing and maintain portable computers and troubleshooting laptop computers.
16. mobile devices
Comparing smart phones and tablets, describe mobile operating systems, syncing mobile devices, connecting mobile devices to a network, connecting mobile devices to email and securing mobile devices.
17. securing Computers
Exploring physical security, securing the
environment against unauthorized use and against software threats, using firewalls and destroying data and complying with acceptable use policies.
18. digital Basics
Compare decimal and binary numbering,
understand logic gates and integrated circuits and learn about pulse code modulation.
19. troubleshooting Hsd
Modem emulators and other test equipment, house amplifiers and examining troubleshooting techniques.
For more information, call 866.575.7206, email [email protected] or visit www.jonesncti.com
For more information, call 866.575.7206, email [email protected] or visit www.jonesncti.com (Continued) Workforce Performance Solutions™
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