Skills & Competencies for Technical Customer Support Manager

Technical Customer Support Manager job profile

Book a Demo and Receive a Sample Job Profile

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%
$123,153
TOTAL 50%
$133,115
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
BOOK A DEMO

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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Identifies capabilities and challenges of customer analytics to support revenue generation.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Manages customer data analytics activities to ensure accurate data points and statistics.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Monitors customer analytics data to drive customer journey impacts and attain business growth.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities across the customer journey to increase customer loyalty and ROI.
See 4 More Skill Behaviors
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Responds to unexpected customer requests and resolves complaints positively.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Makes alternative solutions within agreed time constraints to assure first contact resolution.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Oversees the delivery of proper complaint handling to avoid errors and ensure resolution.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Establishes best practices in customer complaint resolution to provide highest quality of service.
See 4 More Skill Behaviors
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)
Describes the concepts and purposes of Key Performance Indicators (KPI).
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Follows up on regular action items related to KPI implementation.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Defines KPIs in terms of Specific, Measurable, Achievable, Realistic, and Timely (SMART) goal criteria.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Develops and delivers training programs on KPI practices to employees and managers.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Defines and modifies strategic KPIs to drive organizational objectives and priorities.
See 4 More Skill Behaviors
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)
Explains the difference between technology and digital skills.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Follows copyrights when using digital data to avoid legal and intellectual property rights issues.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Helps team members in accessing software and downloading necessary applications.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Guides staff in honing their digital fluency, fulfilling skill gaps, and increasing productivity.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Establishes an easy-to-use digital tool to streamline our processes and procedures.
See 4 More Skill Behaviors
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.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.