Customer Support Specialist
Demonstrate ticket triage, empathetic live-chat handling, and SLA discipline across Zendesk and modern helpdesk workflows.
- 5–6 hours
- 5 modules + final exam
- 75% passing score
- NFT certificate
Syllabus & modules
- 1 Helpdesk Fundamentals
Ticket lifecycle, tags, priorities, and SLAs.
- 2 Zendesk in Practice
Views, macros, triggers, and reporting basics.
- 3 Live Chat Handling
Concurrent chats, tone, and speed without sacrificing quality.
- 4 De-escalation
Turning frustrated customers into resolved tickets.
- 5 Knowledge & Self-Service
Writing help articles and canned responses.
- Final Exam
Live-chat & ticket simulation + knowledge exam
What’s tested
- Triaging a backlog of 20 mixed-priority tickets
- Handling 3 concurrent live chats including one escalation
- Writing a clear, on-brand macro for a common issue
Format & passing criteria
Practical Task, Timed Quiz. Estimated 5–6 hours of work across 5 modules.
You must score at least 75% to pass and trigger certificate issuance.
One free retake after 7 days.
Valid 2 years · renewal assessment available. Renewal assessments keep your certificate current so employers always see an up-to-date credential.
Score bands
Your certificate records not just a pass, but how well you passed. Higher bands rank you ahead of other certified VAs.
Meets the professional standard for the role.
Strong, consistent performance across all modules.
Top-tier mastery — surfaced first to employers.