Certified Support Center Analyst (CSCA)

The Certified Support Center Analyst (CSCA) program is a prestigious certification designed to equip individuals with the knowledge and skills needed to excel in customer support and service center roles. In today’s customer-centric business landscape, providing exceptional support is paramount, and professionals with CSCA certification are recognized for their ability to deliver high-quality support and assistance.

The CSCA program consists of several modules, each focusing on specific aspects of support center operations. These modules provide participants with a comprehensive understanding of best practices, customer service principles, and effective support techniques.

Certification Learning Objectives:

Upon completing the Certified Support Center Analyst (CSCA) program, participants will acquire a diverse skill set, including the ability to:

  • Customer Service Fundamentals: Develop a deep understanding of customer service principles, effective communication, and customer-focused problem-solving.
  • Support Center Operations: Learn the key components of support center operations, including ticket management, incident handling, and service level agreements (SLAs).
  • Technical Troubleshooting: Acquire skills in technical problem identification, diagnosis, and resolution, providing efficient support for technical issues.
  • Service Excellence: Implement strategies for delivering exceptional customer experiences, managing customer expectations, and ensuring customer satisfaction.

Certification Requirements:

  • Bachelor’s Degree


  • 2 – 5 years of relevant work experience

Certifying Examination:

  • To be certified as CSCA, student should take up a 1.5 hours online exam conducted by AIBM.
  • The qualifying exam would consist of 50 multiple choice questions, testing core certification modules.
  • Professionals with relevant experience and other qualifying criteria may be exempted from the examination.

Certification Modules:

  1. Customer Service Fundamentals
  2. Support Center Operations
  3. Technical Troubleshooting
  4. Service Excellence
  5. Incident Management and Resolution
  6. Performance Metrics and Continuous Improvement

* The modules of the certification are constantly updated and are subject to change.

Who Should Do This Certification:

The Certified Support Center Analyst (CSCA) certification is highly valuable for professionals across various roles and industries, including:

  • Support Center Analysts: Those already working in support center roles, seeking to enhance their knowledge and skills for career advancement.
  • Customer Support Representatives: Professionals dedicated to providing excellent customer support and service.
  • IT Help Desk Staff: Individuals responsible for technical support and troubleshooting for end-users.
  • Service Desk Analysts: Those focused on managing incident and service requests within organizations.
  • Customer Service Specialists: Professionals aiming to improve their customer service skills within support center environments.

Embark on the journey of achieving the CSCA certification to become a recognized expert in support center operations, deliver outstanding customer service, and advance your career in the customer support and service industry.