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Certified Technical Support Specialist/professional-certifications/certified-technical-support-specialist

CTSS™ Program

CTSS™‌ is an industry-leading international qualification for professionals handling challenging roles in technical support and IT helpdesk in top tier mobile phone companies; computer & appliance makers; software companies; electronics firms and IT services companies etc.

CTSS‌™ certified professionals prove their fitness for handling complex service delivery roles in important tech-support horizontals like set-up support, troubleshooting; multilevel support etc. because of the rigorous inclusion of all possible knowledge and competence aspects in the program surrounding the technical support services delivery profession: including advanced aspects of technology-assisted handling of customer support and troubleshooting for a wide range of electronic equipment, software and hardware manufactured by clients.

CTSS‌™ is awarded to individuals who successfully complete the requirements as prescribed by the BPO Professional Certification Board (BPCB). These requirements primarily include submissions of proofs of competence accumulated through formal learning and past work and/or qualifying the online CTSS‌™ examinations organized worldwide in various authorized BCI centers on dates specified in the BCI Assessments Calendar. Successful completion of the program leads to the award of the CTSS‌™ credential and a permission to use the CTSS™ designation.

Though prior training for CTSS‌™ is not mandatory under BCI policies, preparation for CTSS™ examinations can certainly be done by applicants: either through self-study, or by training with any of the authorized BCI Training Providers, including independent BPO/IT training academies, as well as International Centers for Outsourcing Studies in universities operating in various countries.

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CTSS

CTSS™ EXAM FEE:

$ 450 USD

Who Should Get CTSS™ Certified?

The CTSS™ Certification is an unparalleled international credential for Technical Support and IT helpdesk professionals who aspire for fast growth in their careers, either in technical support organizations or in IT support and maintenance departments in large organizations across the world.

Segments of CTSS™ professionals who have shown to have derived maximum benefits over the past several years:

  • Individuals aspiring to dive into a bigger league of employers such as large multinational companies but are currently working in small BPO agencies or individually as IT support executives, offering post sales technical support related services and technology related maintenance services.

  • Professionals already working in technical support job roles in small firms or BPO service companies, looking for an international certification in Technical Support to qualify for high paying technical support jobs across the world.

What career options can CTSS‌™ program prepare you for?

The Internationally recognized CTSS™ certification provides scope for employment in:

  • Senior IT Customer Support Job Roles in large technical support companies

  • Senior Technical Support Help Desk Job Roles in large technical support companies

  • Senior level Internal Technical Support Functions in large organizations.

CTSS™ Benefits


Global Recognition

Over several years, the CTSS™ certification has risen to the “most coveted” status in professional certifications across the world, both by senior technical support professionals aspiring for fast growing, high paying global careers as well as organizations who want to hire talent with superior competence and knowledge of all technical support functions, including handling of post-sales support to customers of operating systems, application software, laptops, PCs, printers, scanners, broadband services, routers and networking, etc.

Records show that technical support companies as well as large corporations and government organizations across the world prefer hiring CTSS™ professionals because of their elite high-performer status as well as superlative standards of knowledge and competencies. Not to mention, CTSS™ professionals are highly skilled in their craft and domain of offering technical support to their customers.


Career Advantage

CTSS™ certified professionals are part of the elite global BCI alumni, besides being one of the globally admired talent pool of world class BPO professionals. As a result, CTSS™ credential holders benefit greatly in their career from this qualification, enjoying fast-growth, global mobility and high salaries.

CTSS™ professionals have consistently proven to be prized assets throughout their employment in large organizations, owing to their extensive knowledge and expertise through a well-honed industry exposure and work experience in handling the most challenging roles in several aspects of the technical support function, including technology and process knowledge.


Employer Benefits

CTSS™ certified professionals prove to be highly productive resources for their employers, not only because they set superlative benchmarks for performance, productivity and service quality in their organizations, but also because they instill an enhanced professional energy in the organization and bring about a productive work culture and global environment.

Generally, CTSS™ qualified professionals are ready to be deployed right from their first day, being capable of integrating into new processes and client verticals almost effortlessly. They don’t require any acclimatization and begin turning in their expected productivity in highly complex processes, horizontals and verticals far ahead of their non-certified counterparts.

Become a CTSS™ Certificant

I am a CTSA™ how to become a CTSS™?

The upgrade is easy. 6 months after achieving the CTSA™ Certification, an individual can upgrade to CTSS™- Certified Technical Support Specialist. As the CTSA™ credential is valid and most relevant in the first year of an agent’s career and CTSS™ suits the individual professionals in their career growth mostly from the second year onwards, most of the CTSA™ certified individuals prefer upgrading to CTSS™ rather than the recertification. BCI and other BCI partners take the responsibility to send frequent reminder emails and there are mentioned links which can be clicked on for further information. There’s another option of logging into the BCI account for the CTSS™ upgrade.


When can you Upgrade to CTSS™ from CTSA™?

After 6 months of the awarding of the CTSA™ certification, CTSS™ upgrade certification can be applied for. Instead of CTSA™ recertification, most of the CTSS™ certified individuals prefer upgrading to CTSS™ when 2 months of CTSS™ expiration date is still remaining. There are various upgrade offers and schemes that are frequently sent through emails by the BCI which benefits saving on upgrade voucher costs.

A second CTSA™ recertification is not allowed by the BCI and in case an individual has already achieved the CTSA™ recertification, then CTSS™ is the only option. If BCI does not receive the upgrade application within two weeks of the time period before the CTSS™ certification expires, the upgrade request is processed as a fresh CTSS™ application with the full CTSS™ application fee.

Upgrade to CTSS™

Leverage your CTSA™ Qualification

Upgrading from CTSA™ is simple:

  • Apply for upgrade online from the BCI website, or write an email.
  • Submit your latest curriculum vitae/ resume.
  • Prepare and submit a report on the key aspects of your learnings and achievements since attaining the CTSA™ certification.
  • Check for additional requirement message from BCI, if there are any, and complete the formalities if instructed.
  • Await for approval of your upgrade to CTSS™

I have no other BCI Certification; how can I become a CTSS™?

The CTSS™ qualification for a new applicant is a simple 5-step process:

  • Become a Primary Member

    Apply for any certification present on the BCI website to become a primary user member and a link is sent to the applicant with the application process mentioned along with the link for registration portal.

  • Register for CTSS™

    As per the instructions mentioned for the registration in the email/communication received, the registration and the payment processes have to be completed.

  • Train & Prepare for the CTSS™ Certification Assessments

    To appear for the CTSS™ certification, training is NOT a mandatory condition. BCI offers self-study option in some countries while in many others, the applicant is referred to the BCI Authorized Training Provider for training. BCI duly informs the applicants by sending an email with the information on the registration confirmation.

  • Take the CTSS™ Certification Assessments

    Appear online for the CTSS™ Certification Examination on the scheduled date and time. The CTSS™ examination must be taken within the time period of 15 days of registration to 1 year from the registration date. Besides, there are some other assignments and documents which have to be submitted as well.

  • Certification Decision

    One is eligible for the consideration of the award of the CTSS™ certification, once all the prescribed BCI norms on knowledge and Competence Prerequisites are successfully submitted. The CTSS™ Credential Pack reaches the awarded individual within 30-45 days post award-declaration.

CTSS™ Candidacy Requirements

Candidacy Requirements are the outlines of the parameters which guide the basis on which an applicant can be evaluated as fit for application for a particular BCI certification. These vary across certifications and comprise:

Educational Requirements

CTSS™ applicants should have completed at least 14 years of formal education and should have had a fair amount of exposure to computer operations at the time of applying for the CTSS™ certification, with a minimum of 1 year of hands-on experience in computer hardware/software. Generally, most CTSS™ applicants across the world complete their A-Level/O Level/Higher Secondary/12th Grade before their application. Records have shown such candidates being more successful in their jobs and qualifying for higher salaries, particularly in specific African and Asian countries.

Professional/Work Requirements

To be able to apply successfully, the BCI prescribes that a CTSS™ applicant have a minimum of 6 months’ work experience in handling common service oriented processes related to sales-support to customers, providing technical assistance for operating systems, application software, laptops, PCs, printers, scanners, broadband services, routers, networking, etc.

Candidacy requirements for non-BPO professionals:

Applicants from non BPO employment backgrounds are required to possess a minimum of 18 month’s experience at the associate level in common service oriented processes related to sales-support to customers, providing technical assistance for operating systems, application software, laptops, PCs, printers, scanners, broadband services, routers, networking, etc. in recognized telecommunication, information technology, electronics or consumer product companies.

Candidacy requirements for BPO/contact center professionals:

BCI prescribes the minimum work experience for CTSS™ applicants as a minimum of six months’ of relevant technical support and troubleshooting experience at the agent/associate/representative level in recognized technical support companies and BPOs or customer support providers.

Candidacy requirements for BCI CTSA™ certification:

BCI prescribes the minimum work experience requirement for a valid CTSA™ certification holder at a minimum of 3 months’ technical support and troubleshooting experience at the agent/associate/representative level in recognized technical support companies and BPOs or customer support providers.

Age

An applicant should ideally be 18 years old at the time of applying for the CTSS™ program. BCI, however, does not limit any upper age bar for its candidates for any of its certification programs.

CTSS

CTSS™ Exam

The BPO Professional Certifications Board (BPCB) mandates that individuals desirous of acquiring a BCI certifications require to qualify computer–based exams based on the BCI standards framework. All BCI Exams are computer–based tests timed between 120 - 150 minutes. Applicants registered in BCI certification program enjoy the convenience of scheduling and taking their certification exams online. Partner companies, organizations and universities establish their own BCI-approved exam centers connected to the BCI online examination system Credent. In many global locations, certification testing leader ExamStrong™ manages BCI exams offering registrants the facility to take their BCI exams even at home or in office.

CTSS™ Assessment Snapshots

Based on the updated Knowledge & Competence Pre-requisites under HCMS21 Release 9.14.
  • Exam Code: CD0-001
  • Maximum Marks: 500
  • Passing score: 70%
  • Languages: English

(Soon also in: French, Spanish, Chinese & Arabic)

Assessment Component No. of Questions Length of Test
CTSS™ Domain Knowledge Assessment 75 90 Minutes
Referee Feedback Reports - -

CTSS™ Training & Preparation Completion Requirements

No training specifications have been made compulsory by the BCI as the eligibility criteria to appear in the CTSS™ certification examinations. In case the applicants are interested in some prior training, they can register themselves with the nearest authorized BCI Training provider for external training/Master Class on the payment of an additional fee to the training company. All locations may not have the necessary training facilities readily available at all times and the applicants are requested to communicate with BCI from time to time for detailed advice on the matter. CTSS™ registrants who prefer to take training are automatically directed to the nearest authorized BCI training provider.

Self-Study

CTSS™ registrants in many countries have the opportunity to study on their own for the examinations with the help of BCI partner provided online resources and printed reading material. Attempts are underway for the establishment of Self-Learning programs for global CTSS™ aspirants.

CTSS™ Critical Areas of Professional Knowledge & Competence

Areas of Knowledge & Competence Pre-requisites for BPO Operations Managers as prescribed under HCMS21 Release 9.14, 2019.
Code Assessment Component
A1 CTSS‌™ Domain Knowledge
1. Trends & Developments in Business Process Outsourcing

Trends in Business Process Outsourcing, Developments in Business Process Outsourcing

2. Principles & Techniques of Professional Effectiveness Enhancement

Increasing Professional Effectiveness Through Personal Image & Brand, Enhancing Productivity through Effective Time management, Enhancing Professional Effectiveness Through Performance Planning, Managing Interpersonal Relationships & Conflicts, Increasing Professional Performance through Effective Stress Management, Managing Personal & Professional Growth

3. Advanced Principles & Techniques of Customer Service & Support

Fundamentals of Customer Relationship Management, Modes & Techniques of Managing Customer Relations in Outsourced Environment, Metrics of Customer Service & Support

4. Advanced Principles & Techniques of Technical Support

Fundamentals of contemporary Technical Support domain, Important Client Verticals in Technical Support, Knowledge & Understanding of Common Technologies & Products & their Theories of Operation, Generic Principles & Techniques of Troubleshooting, Metrics in Technical Support Service Delivery

CTSS™ Assessment Structure & Plan

As prescribed under HCMS21 Release 9.14, 2019.

Components of CTSS™ Assessment Policy for first-time BCI Registrants:
Assessment Category Final Assessment Component Maximum Marks
A1 CTSS‌™ Online Assessment 300
R1 Referee Feedback Reports 200
TOTAL 500
Important Note:
  1. The CTSS™ Online examination seeks to evaluate an examinee’s knowledge about the Technical Support domain.

  2. To complete their eligibility for CTSS™ Award consideration by BCI, all CTSS™ registrants have to furnish Referee Reports.

  3. Referee Reports are feedbacks from the Registrant’s senior/supervisor/managers on areas like Registrant’s work performance, professional competence and ethics.

  4. Referee Reports are to be filled-in online on the BCI Assessment portal by Registrant’s superiors as mentioned above. The registrant shall be given a portal link which (s)he has to share with her/his referees. The referees will then go online on this link and fill-in the Report and submit.

CTSS‌™ Domain Knowledge Examination Weights
Areas of Professional Knowledge to be Assessed Proportional Weightage in Exam (in %)
Trends and Developments in Business Process Outsourcing 10
Principles & Techniques of Professional Effectiveness Enhancement 10
Advanced Principles & Techniques of Customer Service 40
Advanced Principles & Techniques of Technical Support 40
TOTAL 100

CTSS™ Certification Validity

Three years from the date of award is the exact validity of the CTSS™ certification. The validity of the certification exists for this time period because of the ever-changing and continuously evolving BPO industry, its extensive knowledge system, and skill standards requirements. This eventually transforms the core values of the positions and functions of an Operations Manager as well as the BCI standards. To keep in tandem with the advancements and transitions of the modern BPO industry, the CTSS™ certified individuals are required to either recertify or upgrade to the new level.

How Does The CTSS Certification Work

How Does The CTSS™ Certification Work?

The CTSS™ credential is the most advanced and powerful certification program in both the customer support and technical competence in common computer hardware, computer software and electronic devices domains and is known for it’s extensive coverage of factors related to peer-leadership, conflicts management and collaborative functioning.

Practical work experience is an irreplaceable aspect in one’s career. However, the levels of job skills and competence assessed during the CTSS™ certification program generally match those of technical support professionals who have at least 1 years’ worth of experience in such functions or roles.

If you have an active and valid CTSA‌™ certification, you are exempted from CTSS™ certification examinations.

World’s Best Learning Resources on Technical Support

Unlike other certification bodies, BCI neither provides any special exam preparation material, nor asks individuals registered for CTSS™ Certification to purchase any such text or kits from any external organization. Instead, BCI provides complimentary to all BCI registrants, the CTSS™ Resource Box containing printed and electronic material and resources on BCI standards and the technical support function. The CTSS™ Resource Box includes the world’s most authoritative resources on the science-and-art of BPO specific technical support ever, and the CTSS™ Exam Preparation Guidelines also sit inside the CTSS™ Resource Box. Once you receive the CTSS™ Resource Box, you are completely set for commencing your journey to becoming a jet-setting technical support professional, ready for the most sought after global employers.

BCI Resource

CTSS™ Recertification

The CTSS™ credential is valid for a period of three years from the date of being awarded. To continue the validity of the certification, applicants are required to get themselves recertified. Recertification requires a CTSS™ professional to maintain the credential’s validity before it’s expiry in three years.

Maintaining the validity of the CTSS™ through the process of recertification is a simple process. All CTSS™ professionals receive email communication from the BCI on a regular basis. Candidates simply need to click on the relevant links in the emails, or log into their BCI accounts to recertify.

Note that training is NOT compulsory for recertification and applicants are required to register and complete the requisite documentation formalities only. Recertification examination is required for candidates who have not been employed in the immediate three months prior to the date of application.

How many times can you recertify for the CTSS™?

The BCI does not place a maximum limit on the number of times that an applicant can recertify, as long as the validity of the existing certification has not expired. CTSS™ professionals, should, however, consider upgrading to the team leader-level certification, the CBTS™ (Certified BPO Team Lead Specialist), after two years of being awarded the CTSS™. All candidates receive email reminders from BCI and BCI Authorized Training Providers on a regular basis and can avail of huge cost savings on upgradation fees through discounts and special offers.

When To Apply For A Recertification For The CTSS™?

Ideally, 8 weeks prior to the expiry of the CTSS™ certification validity is the right time to apply for the recertification. This date is also mentioned in the CTSS™ credential pack, as well as the emails that BCI sends out at regular intervals. Note that the BCI will not consider any recertification application if it is not received prior to at least two weeks of expiry. In such cases, recertification requests will be processed as a fresh CTSS™ application only and the full CTSS™ fee will become applicable.

How To Recertify For The CTSS™?

The CTSS™ recertification is a convenient process involving 3 simple steps:

Applicants can enroll for the recertification directly with BCI through the BCI web portal or any BCI Authorized Training Partner nearest to them. Upon registration and the payment of the required fee, applicants receive the CTSS™ recertification voucher and all other relevant details in an email from BCI. The recertification registration process can also be completed upon meeting the required specifics outlines below.
Recertification applicants should note that they can avail immense cost benefits if they register early.
Upon having successfully completed the CTSS™ recertification requirements, applicants are required to complete the following BCI prescribed formalities after logging into their accounts:
  • Submission of the latest Curriculum Vitae submission in the specified format available in the CTSS™ Recertification section of the BCI website.
  • Completion of the Online Service Delivery Career Experience Report documenting important knowledge milestones and achievements since obtaining the CTSS™ certification as per the format specified.
  • In case an applicant has not worked for three months or more prior to the date of the CTSS™ recertification application date, they are required to take the CTSS™ recertification assessment test. This can be done by choosing the schedule and venue from the options available in the BCI Examination Schedule.
Congratulations. Upon qualifying all prescribed guidelines and specifications on Knowledge and Competence Prerequisites and completion of all documents submissions, the CTSS™ credential is reactivated for one year and the CTSS™ credential pack reaches the professional within 30-45 days from the date of the credential being awarded.
Click here to apply for CTSS‌™ recertification !

Upgrade

Become a Team-Lead – CBTS™

After a minimum 24 months of CTSS™ Certification, an individual can upgrade to the specialist level BCI qualification- the CBTS™ (Certified BPO Team- Lead Specialist) and tremendous international trends indicate the efficient and robust portfolio the CBTS™ certification can help achieve which are:

  • A greater number of CTSS™ certified individuals in Asia upgrade to CBTS™ after the first recertification rather than a recertification. The CBTS™ starts suiting the career of such individuals as they receive and are able to easily handle the positions in leading or supervisory roles from the third year onwards.
  • Many CTSS™ certified individuals prefer to select both the options- CTSS™ recertification to keep the qualification viable as well as the upgrade to CBTS™ for the future preparation of achieving supervisory roles earlier on in their life. In case you wish to opt for both the options, BCI offers impressive offers which are made widely known through the use of emails and texts.

Upgrading the CBTS™ is easy. BCI and BCI partners send frequent reminder emails from time to time to individuals with the specific links which can be used for further relevant information. Otherwise, the BCI account can be logged into wherein registration can be made to upgrade to CBTS™.

When to apply for an Upgrade from CTSS™?

An individual can apply for an upgrade to the CBTS™ program 24 months after attaining the CTSS™ credential.

How to upgrade from the CTSS™?

Upgrading from the CTSS™ is a convenient process that consists of 3 simple steps:

As soon as you fill in the information on the website of BCI and hit submit, you’ll receive an upgrade link in your email, regarding the same. Remember, once an applicant completes the formalities properly, only then does one get to move up the ladder to finish the requisite BCI procedure. Follow the instructions in the email and jump to step 2.
Upon successful completion of the upgradation application to the CBTS™, applicants are required to complete the BCI required procedure after logging into their BCI accounts
  • Submission of their latest Curriculum Vitae in the prescribed format provided in the application section of the BCI portal
  • Submission of the Team Work Experience Report online. The Team Work Experience Report documents key aspects of an applicant’s learning and accomplishments in supervisory and team-based performance roles since being certified as a CTSS™, and this is required in the prescribed format
  • Take the CBTS™ Upgrade Examination. This examination contains lesser sections as compared to the standard CBTS™ certification assessment test, which non-CTSS™ applicants are required to take. Applicants can schedule their examination by choosing any particular date and time of the assessment online, from the BCI Examination Schedule available in the examination section of the BCI portal.
Congratulations. Upon qualifying all prescribed BCI guidelines on Knowledge and Competence Prerequisites and complete submission of all documentation, candidates are eligible for the CBTS™ credential and usually receive their CBTS™ credential pack within 30-45 days from the date of the certification award.
Click here to apply for an Upgrade from CTSS™ !

The Digitally Badged CTSS™

The CTSS™ credential becomes a global credential at once also because it is digitally badged now! Which means you can easily share your BCI credential digitally and securely with your current and prospective employers and colleagues, and they can verify it ever so easily, too.

A digitally-badged CTSS™ adds that strong dash of credibility to your online professional presence. You can conveniently showcase your well-earned BCI credential as a high-visiblity icon on web-pages; on your LinkedIn profile; on social media platforms and in your email signatures. It's your most secure, reliable and authentic token of your promise, potential and capabilities for performing your talent management roles with excellence.

The CTSS™ digital badge is a verifiable digital token of your BCI qualification containing within it a secure digital link to the BCI cloud as well.

Digitally Badge
Credential Case

The CTSS™ Credential Case

The moment you register yourself for a BCI Certification exam, a swanky credential case awaits you. This astonishing box enclosing the CTSS™ Credential is an added incentive for the endowed to work a jiff better to qualify the exam. This tempting box also encompasses a delightful treasure to be savored in the form of BCI Code of Ethics booklet.

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