30-day career track
Open for enrolmentL1/L2 Support
Troubleshooting, ticket handling, incident response, escalation and customer communication.
The format
30 days, built around one role.
- 30
- days
- 4
- weekly checkpoints
- 2
- interview-prep days
- 1–2 hrs
- a day
Heading towards Conversational AI Operations Specialist. This is a role program: it teaches the work of the role, and it is not specific to any one industry.
The four weeks
What each week covers.
Week 1 · checkpoint after Day 7
The automated queue
How ticket deflection works and which tiers still need people.
Week 2 · checkpoint after Day 14
Knowledge engineering
Turning undocumented support knowledge into content an assistant can answer from.
Week 3 · checkpoint after Day 21
Incidents, flows and escalation
Incidents under pressure, plus intents, handover rules and refusal behaviour for assistants.
Week 4 · checkpoint after Day 28
Quality, evals and portfolio
Measuring containment, accuracy and harm; reviewing transcripts.
Who it is for
Built for people like you.
- Customer support and helpdesk executives
- Graduates targeting IT support roles
- Support staff moving from L1 to L2
Outcomes
What you will be able to do.
- Troubleshoot methodically and document findings
- Handle tickets and escalations within SLA
- Communicate clearly during incidents
- Write knowledge content AI can use
- Evaluate AI assistant quality
Role-specific projects
Evidence you can show.
- 01Support playbook: knowledge articles, escalation matrix and incident templates
- 02AI assistant flow design with evaluation of real transcripts
Training a team? What a company can and cannot do today is set out on the training solutions page.