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Skills Level 2

Customer Support Practitioner

A check of the skills that make a support agent reliable on hard cases, across channels, and against quality and safety standards.

  • 40 questions
  • 45 min
  • 5 areas
Start now Get your instant report 1 credit per attempt

Code CSPPR · Customer Support series

1 Answer 40 questions 45 min with a timer, on phone or laptop.
2 Get your report instantly Scores, strengths and what to work on, the moment you finish.
3 Share your certificate Add it to LinkedIn or your CV, with a link anyone can verify.

What it measures

Overall customer support practice Average of the five areas.

1 De-escalation and difficult conversations Calming angry customers, saying no well, handling threats of social media posts, legal notices and abuse, and protecting your own composure.
2 Omnichannel and written support Working across phone, email, chat, WhatsApp and social media, switching channels well, chatbot hand-offs, saved replies and written tone.
3 Troubleshooting and resolution Asking diagnostic questions, reproducing issues, using the knowledge base, workarounds, support tiers, bug reports and first contact resolution.
4 Support metrics and quality CSAT, NPS, CES, first response and resolution times, AHT, FCR, reopen rate, SLAs and quality assurance scorecards.
5 Policy, privacy and safe process Identity checks, fraud and social engineering, refunds and chargebacks, India's consumer and data protection rules, and applying policy fairly.

Your instant report

  • Overall score and band
  • Scores for each of the 5 areas
  • Strengths and tips for each area
  • Certificate of completion

Taking it on your own? The report and certificate open the moment you finish. When an organization runs it, the organization decides when to share them.

Who it is for

Support agents with some experience, senior agents, BPO and contact centre staff, help desk and e-commerce support teams, and people preparing for a senior agent or quality analyst role.

The second level of the Customer Support series. Check your skills in de-escalation, omnichannel and written support, troubleshooting, support metrics such as CSAT and NPS, and safe policy and privacy practice. 40 questions in 45 minutes.

  • Customer support
  • Customer service
  • Customer experience
  • Complaint handling
  • De-escalation
  • Omnichannel
  • CSAT
  • NPS
  • Help desk
  • BPO
Where do you stand? Find out in 45 min. No waiting: your report and certificate are ready the moment you finish.
Start now Get your instant report

How it runs

  1. Practice1 questionWarm-up, not scored
  2. De-escalation and difficult conversations8 questions
  3. Omnichannel and written support8 questions
  4. Troubleshooting and resolution8 questions
  5. Support metrics and quality8 questions
  6. Policy, privacy and safe process8 questions

Question types

Instructions shown before starting

40 questions in 45 minutes, across 5 areas of customer support. Many questions describe a real situation at work. Most questions have one correct answer. For 'Select all that apply' questions, choose every correct option. For situation questions, pick the best action: some other options get part marks. There is no penalty for a wrong answer.

Version 1, published 27 Oct 2026.

The Customer Support series

Take them in order to build up step by step. See the whole series

  1. Level 1Customer Support EssentialsCode CSPES
  2. Level 2 · You are hereCustomer Support Practitioner
  3. Level 3Support Team LeadCode CSPLD

Related assessments

Customer Support Practitioner40 questions · 45 min · 1 credit Start now ⚡

Ready to take Customer Support Practitioner?

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