WISE Certification

Technician FAQ

What.

What is WISE Certification?

WISE stands for Wireless Industry Service Excellence. It is the industry recognized standard for service providers and technicians performing device repair.

WISE demonstrates your commitment to professionalism and adherence to industry best practices. Once certified, your achievement can be a market differentiator, signaling to customers and employers that you are a trustworthy and qualified device repair technician. Whether you are starting your career or looking to advance it, the leveled certification can help build customer trust, improve skillets, and promote career growth.

The short answer – the wireless industry. WISE Certification is a collaborative effort across wireless carriers, device manufacturers, insurance companies, independent repair shops, and leaders in reverse logistics.

The goal of WISE is to continue to drive consumers to seek trusted repair professionals across North America and globally – to do that, the marketplace can identify those with credentials through voluntary certification.

The industry’s mission is to acknowledge and recognize the specific baseline skills performed by trusted repair professionals. Grounded in engineering best practices, the program represents a clear definition of professional device repairers globally.

Begin.

Getting started. How do I register for WISE Certification? To register an account visit wisecertification.docebosaas.com/learn

To register for WISE Certification, complete the registration form. As a part of the process, you must complete the fields marked “(Required)” unless your employer specifies otherwise.

  • For the field titled “Choose your Role (Branch Name)” select ‘Repair Technician Seeking Certification.’
  • If your employer is sponsoring your certification, ensure to select the correct Organization Name from the drop-down list.
  • If your workplace provides an Access Code, be sure to populate the code under the “Access Code” field.
  • The “Mailing Street Address” field is the address we will mail your physical certificate to (if applicable). This can be a business or personal address.

Yes, you will need an active email address to register an account. After completing the registration form, you will receive a verification email to the email address provided online upon registration. You must click the link in the email to finish the registration process. Your account will not be active until you verify your email.

Level 1.

WISE Technician Certification Program: Level 1 (EN)

WISE Technician Certification Program: Level 1 is a device repair certification learning plan. The plan includes two courses:

  1. WISE Certification Program Study Guide: A PDF study guide available for download. This document serves as a study guide for the Level 1 WISE Certification Knowledge Exam. Once enrolled in this course, you have unlimited access to the material.

  2. WISE Certification Level 1 Knowledge Exam: Administered online, this exam includes sixty multiple choice and drag and drop type questions that tests that a technician is qualified to repair or resolve issues without opening the device.

To receive WISE Level 1 Certification, all users are required to enroll and complete the full learning plan. Upon enrollment, users will have immediate access to the downloadable program document. Users are encouraged to review and study the material in the WISE Technician Study Guide and when ready, proceed in taking the Level 1 Knowledge Exam. Upon successful completion of the Level 1 Knowledge Exam, the technician may pursue Level 2 Certification. 

Where can I find the WISE Level 1 Knowledge Exams?

If an organization is sponsoring your certification, upon enrollment, we will automatically enroll you in WISE Level 1 Certification. If this is the case, once you login, from your homepage, click ‘View All’ under My Training on the right-hand side of the dashboard to see all courses in your account.

If you are looking to purchase and enroll in WISE Certification, locate the search bar at the top of the screen and type in “WISE Level 1 Technician Exam.” You can also select the hamburger in the top left of your screen and select “Course Catalog” to see the list of courses available to you.

 

After you login, from your homepage, locate the card titled “WISE Technician Certification.” Click Enroll Now and follow the prompts to add the course to your cart. From the “View Cart” screen you can apply a coupon code (if applicable). Follow the prompts to checkout. After checkout you may need to log out and back in for the exam to show under My Training on your homepage.

Logged in, select the hamburger in the top left of your screen and select “Course Catalog” to see the list of courses available to you. Following the prompts, move through the checkout process. You will see an option to add the coupon code at the bottom of the “View Cart” screen. Add the coupon code, click apply, and follow the prompts for checkout and payment. After checkout you may need to log out and back in for the exam to show under My Training on your homepage.

Once you register for the WISE Level 1 course, you will be prompted to download the WISE Technician Study Guide. All questions on the WISE Level 1 Knowledge Exam pull directly from the study guide. Take as much time as you need to prepare.

There are no study materials available for the Level 2 Certification.  

Once you are ready, you can proceed to click start the exam. Once you initiate the exam, you cannot save your progress or return to your exam later. While it may appear that your exam is still active, the system will time out if left idle for too long and your score will not record.

While most complete the Level 1 Knowledge Exam in 60 minutes, it is recommended that you set aside 90 minutes of uninterrupted time to complete the Level 1 Knowledge Exam. The exam will time out after one hour of inactivity.

The Level 1 Exam includes two examination attempts. If you need additional attempts, please reach out to programs@wisecertification.com.

No, you must take the exam in one sitting. Once you initiate the exam, you cannot save your progress or return to your exam later. While it may appear that your exam is still active, the system will time out if left idle for too long and your score will not record.

While most complete the Level 1 Knowledge Exam in 60 minutes, it is recommended that you set aside 90 minutes of uninterrupted time to complete the Level 1 Knowledge Exam. The exam will time out after one hour of inactivity.

If you are eligible for the Level 2 Test Out, we recommend you set aside 60 minutes of uninterrupted time. The exam will time out after one hour of inactivity.

Level 2.

WISE Technician Certification Program: Level 2 Certification

A Level 2 WISE Certified Technician is a technician who has completed the practical training, obtained WISE Certification, and is considered qualified to repair a device by opening the device and replacing modular components without inducing any further damage.

You must complete and pass the Level 1 WISE Knowledge Exam to be eligible for Level 2 WISE Certification.

Level 2 WISE Certification is the same process and certification across all device types. WISE Certification hands-on certification is administered and delivered via Authorized Service Providers (ASPs) and Authorized Training Administrators (ATAs) licensed by CTIA Certification. For a list of licensed Authorized Training Administrators, please visit [page with ATAs listed].

The technician may contact any authorized Level 2 provider listed on the WISE Certification platform to schedule their virtual or hands-on examination. 

Technicians will be tested on two live devices with a pre-determined defect. The technician must be able to diagnose the issue appropriately and check the device for any additional issues.

Once the technician has completed the hands-on exam, the trainer will submit a pass/fail skills test report to WISE Certification. Once the technician passes the practical exam, the technician will be awarded their Level 2 WISE Certification.

Level 2 WISE Certification is a one-time certification. At the present time, no practical hands-on re-test will be required. The technician simply must maintain their Level 1 Certification to remain compliant with the program’s Level 2 requirements.

The WISE Level 2 Test-Out allows experienced technicians, who meet specific requirements, to bypass the program's requirements to complete hands-on Level 2 training via an Authorized Training Administrator. This test-out will assess their practical skills and knowledge, providing an opportunity for experienced technicians to demonstrate their proficiency without undergoing the full L2 hands-on training. 

Level 2 Certification is only available to technicians who have successfully passed the WISE Level 1 Knowledge Exam. You must submit an application for WISE review to determine if you are eligible to test-out of the Level 2 Certification requirements. 

Support.

Why does my WISE Level 1 Exam have a ‘lock’ on it?

There are two reasons your WISE Level 1 Certification course may appear with a lock on it:

  1. You have not downloaded your Study Guide. To correct, click the exam from My Training. Under “About this Learning Plan” you will see links to the study guide and Level 1 Knowledge Exam. Click the study guide first, click Content then click the file to download. The lock should disappear, and you should be able to access the exam. If the lock remains, try logging out, clearing your cache, and checking the course again.

  2. Expired exam. All technicians have 90 days from enrollment to complete the Level 1 Exam. If you are trying to access the course content after 90 days, please reach out to programs@wisecertification.com to extend the exam deadline.

Click the ‘forgot password’ link on the sign in page to receive a password reset link. The system will send instructions on how to reset your password to the email you have on file. This may be different than your username. If the issue persists or you do not receive the instructions via email, please reach out to programs@wisecertification.com to have your password reset.

Yes, your certification stays with you, the technician, regardless of where you are employed or if you are employed. Email myaccount@wisecertification.com to transfer your account to another company.

Login, from your dashboard you will click My Profile. Here you will be able to update your personal information and change your password. To change the username or email address saved on your account please email myaccount@wisecertification.com.

A WISE Code is a unique number assigned to all WISE Certified Technicians and Authorized Service Providers. This number validates your certification. Your WISE Level 1 certification includes your WISE Code. Download a copy of your certificate to view your WISE Code.

Logged into the WISE Certification platform, navigate to “My Activities,” select “Courses,” and click the badge icon to download.

Alternatively, from your homepage, select the card titled “Download Your Digital Certification!” From the “My Activities” screen, locate the course, “Technician Level 1 WISE Knowledge Exam for Smartphone and Tablet Repair (EN)” and click the badge icon to download.

WISE manually assigns WISE Codes to newly certified technicians every Friday. Holidays and office closures may delay the assignment of your WISE code. Your certificate will be incomplete until WISE assigns your WISE Code. If you completed your certification and your certificate is still incomplete after two weeks, please reach out to programs@wisecertification.com.

Yes, please reach out to programs@wisecertification.com to request a physical copy of your certificate. Please ensure that the mailing address listed on your profile is correct and up to date. Please allow 4-6 weeks for your certificate to arrive.

General.

In addition to WISE Certification, WISE Program also offers free course offerings. Free course offerings include:
  1. CTIA Wireless Device Grading Scales Criteria & Definitions
    1. This document defines the industry standard for grading aftermarket wireless devices, facilitating efficient product lifecycle management across the wireless industry. It is for informational purposes only.
  2. Mobile 101
    1. Review this course to learn more about the mobile industry and its history, its future, and where you fit in as a repair technician. There is no certification associated with this course and is not a requirement for WISE Level 1 Certification, but some of the content can help you prepare for the WISE Level 1 Knowledge Exam.
  3. Handling Lithium-Ion Batteries
    1. This course provides the required safety training for mobile technicians who handle lithium-ion batteries. This course does not include device-specific training procedures and is not a requirement for WISE Level 1 Certification, but some of the content can help you prepare for the WISE Level 1 Knowledge Exam.
  1. WISE Level 1 Knowledge Exam
  2. WISE Level 2 Test Out
    1. Administered online, this exam assesses a technician’s advanced repair knowledge, certifying their ability to complete a hands-on repair independently and successfully. A technician has 60 minutes to complete forty questions. A technician must receive an 80% or higher to obtain WISE Technician Certification Level 2.
  3. WISE Certification for Chromebook Repair, Level 1
    1. This exam includes Level 1 and Level 2 introductory curriculum to evaluate a technician’s Chromebook repair knowledge. To pass, a technician must receive a 70% or higher and complete the exam in 60 minutes. This certification is a one-time certification.

WISE Certification also offers the Level 1 Knowledge Exam in French and Spanish.

No, we do not require these courses for WISE Certification. However, the information included in these complimentary courses may be beneficial for anyone repairing electronic devices.

Promote.

Promoting Your WISE Certification.

Please review our blog post about adding your new credentials to your social media. At the bottom of this blog, you will see downloadable badges to use on your personal or professional accounts.

Yes, many repair organizations recognize WISE Certification as the industry’s standard certification for repair technicians. With organizations now seeking certified technicians, it is beneficial to include all relevant credentials on a resume.

My Account.

Login to Your Technician Account.

To access your account, please click here.

Chromebook Repair Program

If your school or organization is managing a 1:1 Chromebook program, WISE Certification is a key certification for your tech leadership team and students assisting in the repairs on the devices. For schools that have their own in-house Chromebook repair program, or those who are looking for assistance in launching a student ran repair depot for the deployed devices, WISE Certification is not only great training but an industry recognized credential that will stay with the student as they build their resume towards the future.
 
Contact Jeremy Willis for more information today.

Retailer Programs

Independent Repair Committee

The Independent Repair Committee was formed in June of 2021, bringing together WISE Certified independent providers together with Reverse Logistics Service Quality (RLSQ) members, the WISE Certification team, and its partners. All WISE Certified Repair Shop owners are welcome to join.

Leadership Team

If interested in learning more about the Leadership Team, contact Jeremy Willis for more information.

RLSQ

Collaborate on common shared challenges that help shape the future of our industry with our dedicated working groups. To join, please contact us at programs@wisecertification.com.

learn wise

If you are looking to obtain certification in your current field, seeking a new career, or looking at an entrepreneurial opportunity in device repair, WISE Certification provides the most comprehensive knowledge available in smartphone, tablet and Chromebook repair. Study materials are provided for Level 1 certification, it is self-guided and the test when you are ready, is taken online. For Level 2 certification, depending on your background and qualifications, we can provide you with the best guidance to obtain your Level 2 certification. This is a fast growing industry with exciting entry-level opportunities, learn more about WISE Certification today!

Teach WISE

Technicians for smartphones, tablets and Chromebooks are in high demand, and your school or workforce development programs can help individuals get the industry recognized credentials they need with WISE Certification. We offer curriculum that can be delivered in both short term accelerated programs, or spread out over the course of a longer deployment of education and training. Our focus is finding the best possible path together to achieve success in helping grow the mobile device technicians of tomorrow. Contact Jeremy Willis for more information today.

Repair FACILITIES REQUIREMENTS

Starting Point

Download our ASC Policies & Procedures pdf here.

Prepare for Authorization

Step 1 Prerequisites for Authorization:

The ASC Program requires that the facility be ISO 9001 compliant, and their line managers be WISE Certified. Recyclers are also required to be R2v3 or compliant with e-Stewards.

  • WISE Certification: Facility line managers shall be certified to the requested authorization level of the facility. If seeking Level 1 Authorization, line managers shall be Level 1 Certified. If seeking Level 2 Authorization, line managers shall be Level 2 Certified. Technicians can enroll in WISE Technician Certification by registering an account here. The cost for Level 1 Certification is $200/technician, and $300/technician for Level 2 Certification. If you need any assistance in getting your technicians started, contact us at programs@ctiacertification.org.

Step 2 ASC Audit:

At your convenience, please reach out to programs@ctiacertification.org to coordinate with an approved and authorized auditor.

Before the day of the audit, you will need to provide the following:

  • Requested authorization level (Level 1 or Level 2)
  • Proof of ISO 9001 accreditation, 2015 version or later
  • Proof of R2 certification (Recyclers ONLY)
  • Company overview, including experience with servicing wireless devices
  • Overview of facilities/sites involved with the application for CTIA Certification ASC authorization
  • Organizational chart of location(s) being audited
  • Nonconformance findings and CAPA plan from recent audits

Repair Facilities
Get Authorized

Getting Authorized

WISE Authorized Service Centers (ASC) demonstrate a commitment to excellence that aligns with the standards set forth by the Policies and Procedures for WISE Authorized Service Centers. This document defines the facility requirements and processes to become a WISE ASC for the repair, refurbishment, and remanufacturing of wireless devices.

More Information

For more information on WISE ASCs, contact us at programs@wisecertification.com.

Service Center Directory Search

Find a WISE Authorized Service Center here.

RETAILERS Get Authorized

Who Should Be Authorized?

Device Repair Retailers, Kiosks, On-Demand Vehicles, and more who meet the requirements outlined in the Authorized Service Provider Certification Program Document.

Why Be Authorized?

To differentiate your business and demonstrate your commitment to quality.

How to Get Authorized?

Click the Learn More button below for guidance on certification.

Authorized Service Provider Fee $400

The fee is $400 per location or vehicle. Each location and/or vehicle will renew annually for $400.

Why WISE

Who Developed the Program?

The short answer – the wireless industry. WISE Certification is a collaborative effort across wireless carriers, device manufacturers, insurance companies, independent repair shops, and leaders in reverse logistics.

What is WISE Certification?

WISE stands for Wireless Industry Service Excellence. It is the industry recognized standard for retailers and technicians performing phone repair. As a WISE Certified service provider, we are committed to delivering a consistent and reliable repair experience.

Why is this Important?

The truth is repairing your phone is personal. You deserve a reliable and trusted professional to make sure your most valued asset is repaired with industry recognized standards. Our hope is that this WISE Certified Provider location gives you peace of mind as you hand over your phone for repair.

The Standard You Can Depend On

WISE Certification is proud to provide you with the highest quality of device repair service in the industry. Look for this sign on the repair store for the confidence you deserve with your most trusted possession. Thank you for trusting us with your phone today!

Your Trusted Phone Repair Technicians

Smartphones continue to be the remote control to our lives keeping the world connected. When devices are not operating reliably, anxiety sets in quickly! When seeking repair services at a WISE Authorized Service Provider, consumers can be more confident their technician has met the requirements established by wireless industry subject matter experts. Consumers should rest assured data is handled with best practices, and basic safety protocols are followed. Certified repairs should be performed with the highest of quality industry recognized standards.

WISE CHROMEBOOK CERTIFICATION

Who Should Be Certified?

Chromebook Certification is recommended for technicians at retail, repair depots and on a school campus performing Chromebook repair services, IT professionals managing fleets of Chromebook for enterprise and educational institutions, and others engaged in repairs within a K-12 depot program. Anyone wanting to advance your skills, or add to your other WISE Certifications. 

Why Be Certified?

This comprehensive certification program aims to equip technicians with the necessary skills and knowledge to excel in the fast-evolving world of Chromebook technology.

Online Knowledge Exam

To pursue designation as a “WISE Specialist Level 1 for Chromebooks,” enroll in the WISE Level 1 Knowledge Exam for Chromebook Repair.

WISE Chromebook Certification Fee $150

WISE LEVEL 2 CERTIFICATION

Who Should Be Certified?

Anyone wanting to grow their technical skillset in device repair.

Why Be Certified?

WISE Level 2 certification is a great way to advance your career in the industry. You will be qualified to repair common device issues and restore device to working condition.

Hands-on Exam

Become a qualified repair technician through our WISE hands-on exam. Select a WISE Authorized Training Administrator or become certified through your employer.

Test Out Exam

The WISE Level 2 Test Out allows experienced technicians to bypass the program’s hands-on testing requirements by assessing a technician’s practical skills and knowledge, providing an opportunity for experienced technicians to demonstrate their proficiency without undergoing the full Level 2 hands-on training. Level 2 Certification is only available to technicians who have successfully passed the WISE Level 1 Knowledge Exam.

To enroll, please visit our
WISE Platform, select Course Catalog, and click the course titled WISE Level 2 Certification Test Out.

Register Today

Are you looking for device repair training from experts in the industry? Are you an independent technician looking to step up your certification to Level 2?

WISE LEVEL 1 CERTIFICATION

Who Should Be Certified?

Anyone wanting to grow their skills in device repair. You’ll get all the basic knowledge of best practices and device safety protocols for smartphones and tablets.  

Why Be Certified?

This certification is a great first step into device repair, a bonus for customer-facing, non-technical staff in repair shops, and more!

Online Knowledge Exam

Level 1 WISE Certified Technicians are considered qualified to perform diagnostics or repair common device issues without opening the device.

Register Today

Once registered, you will have access to the exam study guide and the online exam. You must pass the exam with a score of 70 percent or greater within two attempts to earn Level 1 certification, and will then become eligible to enroll in a hands-on training session to seek Level 2 technician certification.

WISE Level 1 Certification Fee $200

Certification is valid for 2 years upon technician certification anniversary date. Re-certification fee for WISE Level 1 is $200.