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.
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
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
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 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)
Deals with setbacks and continues to pursue our business goals despite obstacles.
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
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Identifies the procedures for making sure that results are mistake-free.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Processes limited amounts of detailed information with reasonable accuracy.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Reviews and analyzes the accuracy of data and details.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Designs systems to help the team organize and track details and project progress.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops best practices for identifying and correcting errors, oversights, and omissions.
See 4 More Skill Behaviors
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.