Provides basic technical support and assistance to customers via e-mail, phone, or chat.
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 to improve product usability, performance, and customer satisfaction. Documents support interactions, including details of inquiries, complaints, comments, and actions taken. Possesses a strong understanding of the organization's products and services. Escalates more complex inquiries to a higher level support team.
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 II skill and competencie below to view definitions.
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Describes the principles of customer interaction in providing exceptional customer service.
Level 2 Behaviors
(Light Experience)
Documents customer interactions within the appropriate systems.
Level 3 Behaviors
(Moderate Experience)
Generates ideas and actions to improve the efficiency and results of customer interaction.
Level 4 Behaviors
(Extensive Experience)
Directs customer interaction efforts to deliver services according to customer requirements.
Level 5 Behaviors
(Mastery)
Champions valuable customer interactions to optimize consumer insights and reduce customer churn rates.
Skill definition-Collecting, analyzing, and measuring satisfaction levels of customers to improve our business's service and products.
Level 1 Behaviors
(General Familiarity)
Describes methods used in collecting and analyzing customer satisfaction data.
Level 2 Behaviors
(Light Experience)
Assists in creating questions to surveys to identify customer satisfaction levels.
Level 3 Behaviors
(Moderate Experience)
Communicates with customers to establish positive interactions and maintain a high level of satisfaction.
Level 4 Behaviors
(Extensive Experience)
Delivers superior customer service to optimize customer satisfaction scores.
Level 5 Behaviors
(Mastery)
Constructs innovative solutions and effective interventions to drive customer satisfaction.
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 benefits of personal drive to achieve goals or standards.
Level 2 Behaviors
(Light Experience)
Commits to personal and organizational goals.
Level 3 Behaviors
(Moderate Experience)
Cultivates a mindset that stays curious, positive, and resilient.
Level 4 Behaviors
(Extensive Experience)
Creates a vision board with company goals and objectives to increase motivation within the team.
Level 5 Behaviors
(Mastery)
Delivers training activities to build continuous self-motivation and confidence across our organization.
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.
Level 2 Behaviors
(Light Experience)
Performs assigned responsibilities according to standard procedures and standards.
Level 3 Behaviors
(Moderate Experience)
Processes large quantities of detailed information with high levels of accuracy.
Level 4 Behaviors
(Extensive Experience)
Demonstrates expertise in quality assurance tools, techniques, and standards.
Level 5 Behaviors
(Mastery)
Designs techniques for measuring the cost and impact of errors.
There are 0 hard skills for Technical Customer Support Representative II.
7 general skills for Technical Customer Support Representative II, Customer Interaction, Customer Satisfaction, Customer Support, etc.
6 soft skills for Technical Customer Support Representative II, 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 II, he or she needs to be skilled in Self-Motivation, be skilled in Attention to Detail, and be skilled in Effective Communication.
