Assessor Resource
ICTWOR3231A
Resolve technical enquiries using multiple information systems
Assessment tool
Version 1.0
Issue Date: May 2024
Technical staff who deal with customers and field technicians apply the skills and knowledge in this unit. This unit assumes a background in telecommunications with experience in customer access networks and customer infrastructure including equipment and cabling.
This unit describes the performance outcomes, skills and knowledge required to remotely support the resolution of complex technical enquiries related to a product or service. The enquiry may be the result of an escalation.
The resolution of the enquiry requires the use of multiple information systems to both obtain and record customer information. The informant may be the customer or another party to the enquiry, such as a field technician.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement but users should confirm requirements with the relevant federal, state or territory authority.
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