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)
Discusses empathetic language in creating personalized and memorable customer interaction.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Follows the regulations and policies governing customer interactions.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Handles employee-to-customer interactions to maximize the overall customer experience.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Engages with customers to ensure positive interaction and build strong relationships.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops strategies to improve customer interactions and achieve maximum customer satisfaction.
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)
Explains the framework process used to monitor and ensure customer satisfaction.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Collects customer feedback to support the analysis of customer satisfaction scores.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Handles challenges and issues that affect high level customer satisfaction.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Integrates customer service analytics to forecast customers' future needs and maximize satisfaction.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops customer service strategies to attain positive impacts on 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)
Describes the concept, types, and characteristics of self-motivation.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Documents feedback from our senior management to encourage and increase motivation.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Cultivates a mindset that stays curious, positive, and resilient.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Helps others to recognize and leverage their strength to their advantage.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Mentors potential successors to lead others and enable self-motivation through career growth.
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)
Explains why attention to detail plays an important role in own function or unit.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Performs assigned responsibilities according to standard procedures and standards.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Implements a variety of cross-checking approaches and mechanisms.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Demonstrates expertise in quality assurance tools, techniques, and standards.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs techniques for measuring the cost and impact of errors.
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.