Skills & Competencies for Technical Customer Support Manager

Technical Customer Support Manager job profile

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JOB SUMMARY for Technical Customer Support Manager

Manages a team or unit of technical customer support staff that respond to requests from customers by phone, e-mail, or chat.

JOB RESPONSIBILITIES for Technical Customer Support Manager

Provides mentoring, leadership, and organization to supervisors and teams. Implements processes that maximize efficiency and meet or exceed service quality and customer satisfaction goals. Monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Makes recommendations for changes to products or services based on customer feedback and requests. Coordinates across functions to support future products and releases.

Technical Customer Support Manager SALARY RANGE

BASE 50%
$117,056
TOTAL 50%
$126,644
Job Level
M02
Job Code
SM15000503
Education/Degree
Bachelor's Degree
Reports To
Director

Technical Customer Support Manager 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 Manager skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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13 general skills or competencies (Job family competencies) for Technical Customer Support Manager

1 Job Family Competencies – Customer Analytics
Proficiency Level -4
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Explains the fundamental of customer analytics to understand customer behavior data.
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Level 2 Behaviors
(Light Experience)
Identifies capabilities and challenges of customer analytics to support revenue generation.
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Level 3 Behaviors
(Moderate Experience)
Partners with key stakeholders in performing customer analytics to maximize customer retention rate.
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Level 4 Behaviors
(Extensive Experience)
Monitors customer analytics data to drive customer journey impacts and attain business growth.
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Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities across the customer journey to increase customer loyalty and ROI.
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2 Job Family Competencies – Customer Complaint Resolution
Proficiency Level -4
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)
Identifies the importance of showing empathy in handling customer complaints.
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Level 2 Behaviors
(Light Experience)
Responds to unexpected customer requests and resolves complaints positively.
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Level 3 Behaviors
(Moderate Experience)
Makes alternative solutions within agreed time constraints to assure first contact resolution.
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Level 4 Behaviors
(Extensive Experience)
Recommends innovative solutions to mitigate future complex complaints.
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Level 5 Behaviors
(Mastery)
Establishes best practices in customer complaint resolution to provide highest quality of service.
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3 Technical Customer Support Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Customer Support Manager
Proficiency Level - 4
5 Competency for - Technical Customer Support Manager
Proficiency Level - 5

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

1 Core Competencies – Key Performance Indicators (KPI)
Proficiency Level -4
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)
Explains the benefits and risks of using KPIs.
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Level 2 Behaviors
(Light Experience)
Identifies KPIs currently in use and provides input to management.
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Level 3 Behaviors
(Moderate Experience)
Interprets and analyses KPI data to recommend courses of action.
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Level 4 Behaviors
(Extensive Experience)
Evaluates ongoing productivity; recommends corresponding modifications on KPIs as indicated.
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Level 5 Behaviors
(Mastery)
Leads efforts to improve performance as identified and measured by KPIs.
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2 Core Competencies – Digital Literacy
Proficiency Level -3
Skill definition-Seeking, evaluating, and communicating information with the use of electronic technologies and other media platforms in a productive and useful way.
Level 1 Behaviors
(General Familiarity)
Lists software, tools, and sources in finding credible digital information.
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Level 2 Behaviors
(Light Experience)
Follows digital etiquette to maintain our business's media reputation.
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Level 3 Behaviors
(Moderate Experience)
Prepares online surveys to benchmark employees' confidence and knowledge on digital literacy.
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Level 4 Behaviors
(Extensive Experience)
Leads digital advancement initiatives and maintains a digital literate workforce.
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Level 5 Behaviors
(Mastery)
Keeps current on evolving digital tools to enhance our productivity and have an edge over competitors.
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3 Technical Customer Support Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Customer Support Manager
Proficiency Level - 4
5 Competency for - Technical Customer Support Manager
Proficiency Level - 5

Summary of Technical Customer Support Manager skills and competencies

There are 0 hard skills for Technical Customer Support Manager.
13 general skills for Technical Customer Support Manager, Customer Analytics, Customer Complaint Resolution, Customer Escalation Management, etc.
11 soft skills for Technical Customer Support Manager, Key Performance Indicators (KPI), Digital Literacy, Planning and Organizing, etc.
While the list totals 24 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 Manager, he or she needs to be skilled in Key Performance Indicators (KPI), be skilled in Digital Literacy, and be skilled in Planning and Organizing.

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