InfoComm International Audiovisual (AV) Principles of Technology Support

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Principles of Technology Support

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“There are 200 people in the room and I can’t get my presentation to work!”

If you’re the person responsible for fixing this problem, this course is for you. It integrates customer service skills, technical knowledge and practical tips to prepare you to meet the needs of technology users in universities, corporations, government facilities, healthcare facilities, houses of worship, retail environments, museums and everywhere audiovisual technology is used to help people communicate effectively. If you’re the manager of the customer service function in your organization, this course is the ideal way to introduce the common sense approach to customer service along with very audiovisual-specific technical support problems and how to solve them. Providing this online course upon hire allows you to spend your time reinforcing key concepts rather than on introducing the basics over and over again to every new hire.

Audience Topics Covered Course Fee Suggested Study CTS Renewal Units


  • Technicians supporting audiovisual communications technology from a help desk and face-to-face.
  • Managers responsible for audiovisual technology who need this training themselves or who are responsible for training their direct reports.
  • IT professionals who work with audiovisual professionals or who are newly responsible for the management of audiovisual technology.
  • Newly hired customer service staff need to get up to speed quickly on how to work with clients and how to solve common problems as soon as possible. This course is designed to help customer support staff do just that. This course is full of practical how-tos to help customer support staff become a productive part of the team right away. It is also an excellent refresher for those who have learned on the job and may have missed important steps along the way.

Topics Covered (see complete course outline PDF)

  • Welcome and Introduction
  • Effective Customer Service
  • Educating Your Customer
  • Effective Communication
  • Temporary Systems Setups
  • Technology Troubleshooting Basics
  • The Top 10 Common Audiovisual Problems
    and How to Solve Them

Course Fee
InfoComm Members: $99
Applicable EduBucks: $99
Non-members: $150

Suggested Study
None. If you are brand-new to the industry, InfoComm’s Quick Start to the Audiovisual Industry provides a more thorough introduction to roles in the audiovisual industry and the most basic introduction to technology concepts. If you want a comprehensive introduction to the science and technology of AV and/or plan to challenge InfoComm’s general Certified Technology Specialist (CTS) exam to achieve your certification, InfoComm’s The Essentials of the AV Industry OnLine is also recommended. Please contact an InfoComm training counselor for guidance if you have questions about which course is right for you.

CTS Renewal Units
This course provides 15 renewal units (RUs) toward
InfoComm Certification renewal.