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)
Discusses empathetic language in creating personalized and memorable customer interaction.
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Level 2 Behaviors
(Light Experience)
Follows the regulations and policies governing customer interactions.
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Level 3 Behaviors
(Moderate Experience)
Generates ideas and actions to improve the efficiency and results of customer interaction.
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Level 4 Behaviors
(Extensive Experience)
Engages with customers to ensure positive interaction and build strong relationships.
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Level 5 Behaviors
(Mastery)
Develops strategies to improve customer interactions and achieve maximum customer satisfaction.
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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)
Describes methods used in collecting and analyzing customer satisfaction data.
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Level 2 Behaviors
(Light Experience)
Assists in creating questions to surveys to identify customer satisfaction levels.
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Level 3 Behaviors
(Moderate Experience)
Communicates with customers to establish positive interactions and maintain a high level of satisfaction.
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Level 4 Behaviors
(Extensive Experience)
Delivers superior customer service to optimize customer satisfaction scores.
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Level 5 Behaviors
(Mastery)
Develops customer service strategies to attain positive impacts on 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)
Describes benefits of personal drive to achieve goals or standards.
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Level 2 Behaviors
(Light Experience)
Documents feedback from our senior management to encourage and increase motivation.
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Level 3 Behaviors
(Moderate Experience)
Cultivates a mindset that stays curious, positive, and resilient.
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Level 4 Behaviors
(Extensive Experience)
Helps others to recognize and leverage their strength to their advantage.
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Level 5 Behaviors
(Mastery)
Delivers training activities to build continuous self-motivation and confidence across our organization.
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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.
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Level 2 Behaviors
(Light Experience)
Processes limited amounts of detailed information with reasonable accuracy.
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Level 3 Behaviors
(Moderate Experience)
Processes large quantities of detailed information with high levels of accuracy.
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Level 4 Behaviors
(Extensive Experience)
Demonstrates expertise in quality assurance tools, techniques, and standards.
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Level 5 Behaviors
(Mastery)
Designs techniques for measuring the cost and impact of errors.
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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.