Skills & Competencies for Technical Customer Support Representative I

Technical Customer Support Representative I job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Technical Customer Support Representative I

Provides basic technical support and assistance to customers via e-mail, phone, or chat.

JOB RESPONSIBILITIES for Technical Customer Support Representative I

Addresses and responds to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance. Provides customers with preventive maintenance and configuration recommendations. Documents support interactions, including details of inquiries, complaints, comments, and actions taken. Possesses a basic understanding of the organization's products and services. Escalates more complex inquiries to a higher level support team.

Technical Customer Support Representative I SALARY RANGE

BASE 50%
$38,978
TOTAL 50%
$39,587
Job Level
A01
Job Code
SM15000428
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor

Technical Customer Support Representative I 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 Representative I skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
BOOK A DEMO

7 general skills or competencies (Job family competencies) for Technical Customer Support Representative I

1 Job Family Competencies – Customer Interaction
Proficiency Level -2
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Cites common platforms used in facilitating customer interaction and engagement.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Compiles information and data related to customer interactions to appropriate systems.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Analyzes customer interactions to gain insights on customer needs and expectations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Delivers optimal customer solutions during interaction to enhance customer interaction value.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds customer service workflows to streamline the delivery of substantive customer interactions.
See 4 More Skill Behaviors
2 Job Family Competencies – Customer Satisfaction
Proficiency Level -2
Skill definition-Collecting, analyzing, and measuring satisfaction levels of customers to improve our business's service and products.
Level 1 Behaviors
(General Familiarity)
Cites the best practices used in improving customer satisfaction.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Adheres to our policies in providing customer satisfaction.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Analyzes survey results to identify opportunities in improving customer service and satisfaction.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates and leverages KPIs to measure the effectiveness of customer satisfaction.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions the adoption of digital analytics to measure customer satisfaction.
See 4 More Skill Behaviors
3 Technical Customer Support Representative I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Customer Support Representative I
Proficiency Level - 4
5 Competency for - Technical Customer Support Representative I
Proficiency Level - 5

6 soft skills or competencies (core competencies) for Technical Customer Support Representative I

1 Core Competencies – Self-Motivation
Proficiency Level -2
Skill definition-Ability to identify one's own strengths, set goals and work hard in achieving goals, standards, and targets without external rewards or punishments.
Level 1 Behaviors
(General Familiarity)
Cites examples and traits of being self-motivated.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Clearly defines one's strengths, weakness, aspirations, and work styles.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Assesses past mistakes and makes changes that will lead to success.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Acts as a role model for positivity, optimism, and hard work.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Creates a transparent and open working environment within our organization.
See 4 More Skill Behaviors
2 Core Competencies – Attention to Detail
Proficiency Level -2
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Cites steps and tips to improve attention to detail in the workplace.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Keeps full attention when listening to understand the message.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Balances between accuracy and efficiency for different tasks or programs.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates and implements quality management processes for our business.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Defines possible hurdles to projects and creates strategies to deal with them.
See 4 More Skill Behaviors
3 Technical Customer Support Representative I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Customer Support Representative I
Proficiency Level - 4
5 Competency for - Technical Customer Support Representative I
Proficiency Level - 5

Summary of Technical Customer Support Representative I skills and competencies

There are 0 hard skills for Technical Customer Support Representative I.
7 general skills for Technical Customer Support Representative I, Customer Interaction, Customer Satisfaction, Customer Support, etc.
6 soft skills for Technical Customer Support Representative I, Self-Motivation, Attention to Detail, Effective Communication, etc.
While the list totals 13 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 Representative I, he or she needs to be proficient in Self-Motivation, be proficient in Attention to Detail, and be proficient in Effective Communication.

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.