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    CCIP‌®

    Your Best Bet for a Great Start in Customer Service
    To become a Certified Customer Interaction Professional More Details

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    CBSA®

    Start out confidently as a Transaction Processing Professional
    To become a Certified Backoffice Services Associate More Details

  • Alt 2

    CFPA®

    Launch into the Financial World with an extra edge.
    To become a Certified Financial Process Associate More Details

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    CTSA‌®

    Start your Tech-Support Careers with a bang.
    Certified Technical Support Associate More Details

CTSS

WHY CTSS®

The CTSS‌® Certification proves your fitness for handling challenging roles in technical support and IT helpdesk in top tier mobile phone companies; computer & appliance makers; software companies; electronics firms and IT services companies etc.

CTSS‌® covers advanced principles and practices in customer support and troubleshooting for common computer hardware, software and appliances. Aspects related to peer-leadership, conflicts management and collaborative functioning are also covered. Though practical work experience can never be replaced, the levels of knowledge and acumen assessed during the CTSS‌® examinations do typically match those of technical support professionals who have worked at least for 1 year in such functions or roles. Also, if you already have a valid CTSA‌® certification, you are exempted from the CTSS‌® certification examinations.

  1. Global Recognition: CTSS‌® has emerged as the most preferred international qualification for professionals and executives handling post-sales support to customers of operating systems, application software, laptops, PCs, printers, scanners, broadband services, routers and networking etc. The fact is that Technical Support organizations and also large companies and government organizations worldwide feel more confident working with CTSS‌® professionals who are in the elite international league of high-performers – well trained in their craft and work domain of technical support to end-customers.

  2. Careers Advantage: CTSS‌® qualified professionals, enjoy the international qualification advantages in their Careerss and become globally mobile resources with high salaries and perks.  CTSS‌® professionals manage to deliver more and better in their jobs in large organizations thanks to their wider and deeper perspective built through a proven exposure, experience and success in handling the most challenging roles related to various dimensions of technical support involving technology and process knowledge.

  3. Employer Benefits: CTSS‌® qualified professionals prove precious assets for their employers not only because they tend to raise the bar for performance, productivity and service quality, but also because, they infuse new professional energy in the workplace and help make the work-culture and environment global.

Jobs CTSS® Prepares You For

Who Should Get CTSS® Certified?

CERTIFICATION VALIDITY

The CTSS‌® certification is valid exactly for three years from the date of award. Since, the standards evolve in tandem, all CTSS‌® certified individuals are required to either recertify or upgrade to the new level. You should apply for recertification at least 8 weeks prior to the date of expiry of your CTSS‌® certification.

UPGRADE TO CBTS‌®

You can upgrade to the specialist level BCI qualification the CBTS® - Certified BPO Team-Lead Specialist – minimum 24 months after attaining your CTSS® Certification. The following trends internationally may just help you take a better decision:

CTSS® CRITICAL AREAS OF PROFESSIONAL KNOWLEDGE & COMPETENCE

Codes

Assessment Component

A1

CTSS® Domain Knowledge

  1. Trends & Developments in Business Process Outsourcing
    • Trends in Business Process Outsourcing.
    • Developments in Business Process Outsourcing.
  2. Principles & Techniques of Professional Effectiveness Enhancement
    • Increasing Professional Effectiveness Through Personal Image & Brand.
    • Enhancing Productivity through Effective Time management.
    • Enhancing Professional Effectiveness Through Performance Planning.
    • Managing Interpersonal Relationships & Conflicts
    • Increasing Professional Performance through Effective Stress Management
    • Managing Personal & Professional Growth
  3. Advanced Principles & Techniques of Customer Service & Support
    • Fundamentals of Customer Relationship Management.
    • Modes & Techniques of Managing Customer Relations in Outsourced Environment.
    • Metrics of Customer Service & Support.
  4. Advanced Principles & Techniques of Technical Support
    • Fundamentals of contemporary Technical Support domain.
    • Important Client Verticals in Technical Support.
    • Knowledge & Understanding of Common Technologies & Products & their Theories of Operation.
    • Generic Principles & Techniques of Troubleshooting
    • Metrics in Technical Support Service
CTSS® ADMISSION REQUIREMENTS

Educational Requirements

Applicants for CTSS‌® should have a decent exposure to computer-use and have preferably completed at least 14 years of formal education at the time of applying for CTSS‌®, with minimum 1 year of coursework in computers hardware/software. Typically, most CTSS‌® applicants worldwide complete their A-Level/O-Level/Higher Secondary/12th grade before applying.

Professional/Work Requirements

Minimum of 6 months of work experience of handling typical or common service processes related to post-sales support to customers of operating systems, application software, laptops, PCs, printers, scanners, broadband services, routers and networking etc.

  • Applicants who come from non-BPO backgrounds
  • Are required to have minimum 18 months of associate level experience in typical or common service processes related to post-sales support to customers of operating systems,
    application software, laptops, PCs, printers, scanners, broadband services, routers and networking etc., in recognized organizations in telecommunications,
    information technology, Electronics and consumer products.

  • Applicants who have a BPO or a call center background
  • The minimum prescribed work requirement is six months of technical support & troubleshooting experience as agents; associates; representative or a similar position in recognized
    technical support centers; BPO organizations or customer support outfits.

  • For applicants who have the BCI CTSA® certification
  • the minimum prescribed work requirement is minimum 3 months of technical support & troubleshooting experience as agents; associates; representative or a similar position in
    recognized technical support centers; BPO organizations or customer support outfits.

Age

Ideally, an applicant should have completed 18 years of age at the time of applying for CTSS‌®. There is no upper age bar for any certification program.

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