Skills & Competencies for Technical Customer Support Director

Technical Customer Support Director job profile

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JOB SUMMARY for Technical Customer Support Director

Directs and oversees all aspects of an organization's technical customer support policies, objectives, and initiatives.

JOB RESPONSIBILITIES for Technical Customer Support Director

Develops service level standards focused on response times, issue resolution, service quality, and customer satisfaction. Establishes policies and procedures that produce high quality customer support and that reflect industry best practices. Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues. Manages resource decision-making, planning, and best practices. Aligns technical customer support activities and initiatives to support and enhance the objectives of the organization.

Technical Customer Support Director SALARY RANGE

BASE 50%
$176,907
TOTAL 50%
$209,079
Job Level
M04
Job Code
SM15000504
Education/Degree
Bachelor's Degree
Reports To
Top Management

Technical Customer Support Director Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Technical Customer Support Director skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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12 general skills or competencies (Job family competencies) for Technical Customer Support Director

1 Job Family Competencies – Customer Analytics
Proficiency Level -3
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Documents the current best practices in customer analytics.
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Level 2 Behaviors
(Light Experience)
Conducts customer analytics to identify customer demands and requirements.
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Level 3 Behaviors
(Moderate Experience)
Manages customer data analytics activities to ensure accurate data points and statistics.
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Level 4 Behaviors
(Extensive Experience)
Integrates customer analytic insights to enable informed decision-making in improving customer experience.
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Level 5 Behaviors
(Mastery)
Designs customer analytics frameworks to improve customer satisfaction and success value.
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2 Job Family Competencies – Customer Complaint Resolution
Proficiency Level -3
Skill definition-Determining and investigating root causes of customer complaints to create prompt resolutions and deliver a high-quality service experience.
Level 1 Behaviors
(General Familiarity)
Explains the reasons and factors behind customer complaints.
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Level 2 Behaviors
(Light Experience)
Receives and routes customer complaints to appropriate departments for resolution.
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Level 3 Behaviors
(Moderate Experience)
Executes corrective actions for long-term solutions to minimize customer complaints and issues.
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Level 4 Behaviors
(Extensive Experience)
Oversees the delivery of proper complaint handling to avoid errors and ensure resolution.
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Level 5 Behaviors
(Mastery)
Develops a complaint management framework to deliver high-quality responses to customer complaints.
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3 Technical Customer Support Director - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Customer Support Director
Proficiency Level - 4
5 Competency for - Technical Customer Support Director
Proficiency Level - 5

11 soft skills or competencies (core competencies) for Technical Customer Support Director

1 Core Competencies – Business Acumen
Proficiency Level -3
Skill definition-Insight into our organization's business, goals, and values. Ability to design and implement initiatives that facilitate successful outcomes.
Level 1 Behaviors
(General Familiarity)
Discusses the strengths and weaknesses of our products and services.
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Level 2 Behaviors
(Light Experience)
Explains advantages and disadvantages of different organizational structures from an efficiency perspective.
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Level 3 Behaviors
(Moderate Experience)
Demonstrates an innate sense of how to achieve positive results in the current environment.
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Level 4 Behaviors
(Extensive Experience)
Leverages the latest technologies and tools that enhance business analytics.
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Level 5 Behaviors
(Mastery)
Conceptualizes new and creative business initiatives to boost business growth.
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2 Core Competencies – Key Performance Indicators (KPI)
Proficiency Level -5
Skill definition-Knowledge of and ability to apply a set of quantifiable measurements to determine how effectively an individual, team or organization is achieving a business objective.
Level 1 Behaviors
(General Familiarity)
Describes the concepts and purposes of Key Performance Indicators (KPI).
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Level 2 Behaviors
(Light Experience)
Gathers internal and external benchmarks for KPI development.
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Level 3 Behaviors
(Moderate Experience)
Defines KPIs in terms of Specific, Measurable, Achievable, Realistic, and Timely (SMART) goal criteria.
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Level 4 Behaviors
(Extensive Experience)
Develops and delivers training programs on KPI practices to employees and managers.
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Level 5 Behaviors
(Mastery)
Establishes organizational Key Performance Indicators (KPI) frameworks and management processes.
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3 Technical Customer Support Director - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Customer Support Director
Proficiency Level - 4
5 Competency for - Technical Customer Support Director
Proficiency Level - 5

Summary of Technical Customer Support Director skills and competencies

There are 0 hard skills for Technical Customer Support Director.
12 general skills for Technical Customer Support Director, Customer Analytics, Customer Complaint Resolution, Customer Escalation Management, etc.
11 soft skills for Technical Customer Support Director, Business Acumen, Key Performance Indicators (KPI), Digital Literacy, etc.
While the list totals 23 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Technical Customer Support Director, he or she needs to be skilled in Business Acumen, be an expert in Key Performance Indicators (KPI), and be skilled in Digital Literacy.

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