Customer Support Track

Get set up to learn and work remotely, and meet the company you'll work at for 60 days.

• The main remote support roles and how shifts run across US, UK and Australian time zones
• A workstation that meets remote employer standards, with backup power and internet
• Every free account you need for the program

Lab: workstation self-audit, baseline typing test and a time zone worksheet.

Understand how support teams run, what they measure and where an agent fits.

• Every support channel and when customers use each
• The ticket lifecycle, tiers and how to escalate with a clean note
• The metrics teams live by: first response time, resolution time, handle time, CSAT and more

Lab: classify 30 tickets by channel, priority, tier and status, then calculate team metrics from a ticket export.

Write replies that are clear, warm, correct and on-brand across email, chat and social.

• The structure of a strong reply: greet, acknowledge, answer, next steps, close
• Plain global English that international customers understand
• How to say no and deliver bad news without losing the customer

Lab: rewrite 10 bad replies and write 10 fresh ones. Ten of your replies are graded on the REVO reply rubric.

Handle difficult customers calmly, own problems and behave like a professional remote teammate.

• The HEARD method for angry customers in chat, email and voice
• Fixing the issue now, then flagging the root cause so it doesn't repeat
• Customer data privacy, feedback, coaching and wellbeing on night shifts

Lab: five angry-customer chats where AI plays the customer. You submit the transcripts.

Use the everyday tools remote teams run on: Google Workspace, Sheets, Slack, project tools and Loom.

• A metrics sheet with COUNTIFS, XLOOKUP and a pivot table
• An SOP someone else can follow without asking questions
• Async communication in Slack, end-of-day reports and shift handovers

Lab: build a daily agent metrics sheet from a raw export, write an SOP and post an end-of-day report.

Handle the full range of online store tickets inside a real Shopify admin.

• Edit, cancel and refund orders, including partial refunds and restocks
• Shipping, tracking, returns and subscription tickets under policy
• Fraud signals, chargebacks and disputes

Lab: create a free Shopify development store, import the product catalogue, place test orders and work them. Add live chat with tawk.to.

Learn the concepts every helpdesk shares, so any new tool takes hours to learn.

• Views, queues, tags, macros, automations, SLAs and integrations
• Reporting, CSAT surveys, internal notes and collaboration

Lab: map the eight core concepts to screenshots from two different helpdesks.

Hands-on work in three tools in depth, and working knowledge of five more.

• Work tickets end to end in Zendesk, Gorgias and Intercom
• Set up macros, rules and views for the store in each
• Complete the five core tasks in Freshdesk, Zoho Desk, HubSpot, Commslayer and tawk.to

Lab: configure each deep tool and work 15 seeded tickets in it. Record yourself working a Gorgias ticket with an order action.

Support software customers: troubleshoot, report bugs and handle billing for a fictional scheduling app.

• A repeatable troubleshooting method: reproduce, isolate, work around, escalate
• Bug reports engineers can act on without follow-up questions
• Billing questions and help centre articles

Lab: triage 15 tickets, file three bug reports in Jira or Linear and write one help centre article.

Run clear, calm, structured support calls and log them properly.

• Call structure: open, verify, discover, resolve, recap, close
• Holds, transfers, callbacks and angry callers
• Cloud phone systems and call notes

Lab: five calls with an AI voice assistant playing the customer. Two are graded on the REVO call rubric.

Graduate as an AI-augmented agent: faster, accurate and trusted to supervise AI.

• Prompting for drafts, summaries, translation and tone rewrites with policy context
• Building a personal support assistant loaded with company SOPs
• Checking AI output, and knowing when AI must not answer

Lab: build the assistant, run it on 20 tickets, log every error by type and write three guidance articles that fix them.

Know how your work is judged and catch your own mistakes before a reviewer does.

• Scoring tickets with a QA scorecard
• The zero-tolerance errors that get agents fired
• A 30-second self-QA check before every reply

Lab: QA 10 tickets written by other agents, then re-score five of your own replies from Module 2.

Prove job readiness by working a full simulated shift across every channel.

• 40 emailed tickets, five AI chat customers and two AI voice calls in a 4-hour window
• Post-shift deliverables: end-of-day report, escalation note, operations issue flag and your metrics sheet
• A portfolio built from your real work

Graded on the REVO QA scorecard. Pass mark 75. AI use is allowed, as on a real job, and you disclose where it helped.

Turn the certificate and portfolio into interviews, safely.

• A remote-ready CV, LinkedIn profile and portfolio
• Common hiring tests and video interviews
• Job scams, contracts, rates and getting paid internationally

Lab: your final CV, LinkedIn profile and a recorded mock video interview.

A timed, 90-minute exam of 60 questions drawn from a larger bank. Pass at 80% and meet the certificate rules below, and your REVO certificate is issued.