7 general skills or competencies (Job family competencies) for Technical Customer Support Representative II
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.
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Level 2 Behaviors
(Light Experience)
Compiles information and data related to customer interactions to appropriate systems.
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Level 3 Behaviors
(Moderate Experience)
Analyzes customer interactions to gain insights on customer needs and expectations.
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Level 4 Behaviors
(Extensive Experience)
Delivers optimal customer solutions during interaction to enhance customer interaction value.
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Level 5 Behaviors
(Mastery)
Builds customer service workflows to streamline the delivery of substantive customer interactions.
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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.
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Level 2 Behaviors
(Light Experience)
Adheres to our policies in providing customer satisfaction.
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Level 3 Behaviors
(Moderate Experience)
Analyzes survey results to identify opportunities in improving customer service and satisfaction.
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Level 4 Behaviors
(Extensive Experience)
Creates and leverages KPIs to measure the effectiveness of customer satisfaction.
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Level 5 Behaviors
(Mastery)
Champions the adoption of digital analytics to measure customer satisfaction.
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6 soft skills or competencies (core competencies) for Technical Customer Support Representative II
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.
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Level 2 Behaviors
(Light Experience)
Clearly defines one's strengths, weakness, aspirations, and work styles.
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Level 3 Behaviors
(Moderate Experience)
Assesses past mistakes and makes changes that will lead to success.
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Level 4 Behaviors
(Extensive Experience)
Acts as a role model for positivity, optimism, and hard work.
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Level 5 Behaviors
(Mastery)
Creates a transparent and open working environment within our organization.
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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.
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Level 2 Behaviors
(Light Experience)
Keeps full attention when listening to understand the message.
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Level 3 Behaviors
(Moderate Experience)
Balances between accuracy and efficiency for different tasks or programs.
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Level 4 Behaviors
(Extensive Experience)
Creates and implements quality management processes for our business.
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Level 5 Behaviors
(Mastery)
Defines possible hurdles to projects and creates strategies to deal with them.
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Summary of Technical Customer Support Representative II skills and competencies
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.