With the evolution of the call center from the traditional break-fix model to the modern contact center, the role of the Technical Support Agent (TSA) has become more complex and vital to corporate competition and success. As technological advances have become more sophisticated, customer expectations have increased, putting a greater demand on call-centers. As a result, Technical Support Agents have had to add customer relationship management (CRM) and sales skills to their technical knowledge and problem-solving skills. In addition, they are charged with gathering as much information from the customer as possible, all within strict time constraints. Designed for both new and veteran call center agents, this four-course series explains the place of the contact center in the corporation, technological advances in contact center technology, basic TSA technical and non-technical skills, call handling, problem identification and resolution, and stress management, everything a TSA needs to know to have a successful career in the contact center industry.