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TSIA Support Staff Excellence


Enhance Your People, Processes, and Delivery for a Superior Customer Support Experience

Support Staff Excellence (SSE) is a powerful staff development program that offers online or in-class training and corresponding certification tests in the areas of customer success, technical support, and field services to:

  • Improve service delivery efficiency.
  • Enhance performance to reduce costs.
  • Optimize the customer experience to improve CSAT.
  • Prevent incident escalation.
  • Reduce staff attrition.
  • Build competencies to maximize revenue.

Certified Support Professionals

SSE training courses are an excellent opportunity to sharpen your skills as a support professional. Courses are completed at the individual level prior to submission for the organizational Certified Support Staff Excellence Center certification. Participants who successfully complete a program become a Certified Support Professional (CSP) and receive a certificate signed by TSIA’s executive director, Thomas Lah.


Certified TSIA Courses

Each of the following courses consist of several modules, and include a corresponding online certification test.

(CSP) - Service Ready Program – Core Modules +
(CSP) - Service Ready for Technical Support +
(CSP) - Service Ready for Field Service +
(CSP) - Diagnostic Troubleshooting to be Service Ready +
(CSP) - Coaching to be Service Ready +

Certified Support Staff Excellence Center

When over 90% of your management and front-line support staff successfully completes the Certified Support Professional (CSP) training, your organization will be eligible for the designation Certified Support Staff Excellence Center (CSSEC), allowing you to:

  • Be recognized at the industry’s leading technology and services event, Technology Services World (TSW).
  • Proudly display your trophy in your support center.
  • Get your certification announced in a TSIA press release.
  • Be listed on TSIA.com as a Certified Support Staff Excellence Center
  • Leverage the industry recognized Certified Support Staff Excellence Center certification logo to market your proven quality of support.

Available Certification Courses

The term of the certification will be for one year from the date of completion, renewable in one-year increments. Member companies can achieve the designation at the level of a single call center, business unit, or geography, or at a corporate-wide level. The designation will apply only to that portion of the member company that has successfully completed the SSE program, in accordance with the criteria outlined below.

Level I – Certified Support Staff Excellence Center +
Level II* – Certified Support Staff Excellence Center +
  • SSE is Powered by 
  • Korn Ferry 
  • and Certified by
  • TSIA


Congratulations to All Our Certified SSE Center Companies

TSIA is honored to recognize the member companies who have made a commitment to operational excellence in their support operations.