SkillClick provides individual and small group-led technical training programs designed for B2B SaaS support agents so they can rise to the occasion and handle any support issue with confidence.
Technical training designed specifically for Tier 1 agents
With SkillClick, agents are trained to:
- Understand logs and system changes
- Know REST APIs, JSON, XML, and webhooks
- Speak to developers confidently
- Write basic code
- Improve technical writing
- Pull detailed database reports with SQL or NoSQL
- Investigate and fully reproduce issues
- Have a growth mindset
What your organization will gain from leveling up your support agents:
- Reduction in ticket escalations to developers
- Clear cost-savings. Less need to hire new talent at a higher salary when your current agents are qualified.
- Stronger communication between your support and developer teams
- No more cherry-picking. Support agents have the confidence to take any ticket in order.
- A unified and motivated team who are on the same playing field.
- A support team that has new skills to build automations and internal tools.
- Increased morale. Agents are equipped to take difficult technical cases and improve their skills with each ticket they handle.
- Jiras created with proper investigation and direction for the oncoming developer. No more blanket statements.
Personalized training programs geared towards your team