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Upcoming Education

Certification Prep 
 Perth | Sep 26-28, 06
 USA | Oct 03-05, 06
 New Delhi | Oct 30-Nov 01, 06
 Singapore | Nov 13-15, 06

Design School Level 1: Principles of Applied AV Design
USA | Oct 15-17, 06
Design School Level 2: Facilities Design
London | Oct 23-25, 06 Fairfax | Dec 03-05, 06
Design School Level 3: Systems Design
USA | Dec 06-08, 06
CTS-D Testing
USA | Dec 09, 06
Installation Technician Essentials
Mumbai | Sep 20-22, 06
Sydney | Oct 3-5, 06
Bangkok | Nov 6-8, 06
Installation School Level 1:
Installation Technician

USA | Sep 24-26, 06
Installation School Level 2:
Lead Installation Technician

USA | Oct 25-27, 06
CTS-I Testing
USA | Oct 28, 06
Designing Telecommunications Distribution Systems
USA | Oct 20-Nov 03, 06

See Complete Calendar
of Upcoming Classes.

Principles of Technology Support OnLine

Achieving Customer Satisfaction in a Technology-Based Environment

Sponsored by:



"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. 

Two Easy Ways to Register 
Contact an InfoComm training counselor in your region or register online.

Already registered? Login to Course

What was the best aspect of this course?
“The fact that Support Staff are acknowledged.  Without that interface between Integrators and programmers and the typical end user, the field would not be advancing as far or as quickly as it is.”
Michael Field,
Media Consultant/Equip. Loan Mgr, Temple University

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 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.



  • 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.

CTS Renewal Units

This course provides 15 renewal units (RUs) towards InfoComm general and specialized certification renewal.


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.

Course Outline (Download course syllabus 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

Delivery Method
This course is provided online with photographs, graphics, interactive activities and downloadable PDFs with step-by-step instructions and checklists.






Principles of Technology Support OnLine



Note: EduBucks can pay your way!  All InfoComm members receive an allotment of EduBucks (tuition credits) when they join or renew with the association. EduBucks can be used to pay for up to 100% of online courses and 50-75% of the cost of InfoComm education and training classroom programs. EduBucks cannot be used for certification. Contact an InfoComm training counselor for details.

For more information about the course content or to discuss your specific training needs, consult InfoComm's expert training counselors at 800.659.7469 or 1.703.273.7500 or contact one of InfoComm's regional offices worldwide.


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