Customer Support & Remote Call Center Agent
Zendesk, Freshdesk and world-class chat etiquette — the exact skills remote support teams hire for.
5 hours12 lessonsBeginnerPDF certificate
What you'll be able to do
- Navigate Zendesk and Freshdesk confidently
- Write professional chat and email responses
- Handle escalations and angry customers calmly
- Pass support team assessments and simulations
Curriculum
4 modules · 12 lessons · 2h 29m total
Module 1The Support Role
3 lessons
The Support Role
- Remote support jobs: where they are and what they pay11 min
- Metrics that matter: CSAT, FRT, resolution rate12 min
- Your setup: headset, quiet space, internet backup10 min
Module 2Help Desk Tools
3 lessons
Help Desk Tools
- Zendesk essentials: tickets, views and macros16 min
- Freshdesk essentials and shared inboxes14 min
- Knowledge bases and documentation11 min
Module 3Communication Craft
3 lessons
Communication Craft
- Chat and email tone: professional but human14 min
- Phone etiquette and clear spoken English13 min
- De-escalation scripts that work14 min
Module 4Getting Hired
3 lessons
Getting Hired
- Assessments and typing tests: practicing for speed12 min
- Applications, interviews and trial shifts12 min
- Shift work and scheduling across time zones10 min
About this course
Customer support is one of the largest remote job categories open to Kenyans. This course trains the hard tools (Zendesk, Freshdesk, help desk workflows) and the soft skills (tone, empathy, escalation) that get you hired by international support teams — plus typing and headset basics.