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. May train or guide lower-level representatives. Possesses a deep understanding of the organization's products and services.
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 III 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)
Explains the elements of good customer interaction delivery.
Level 2 Behaviors
(Light Experience)
Identifies customer needs by conducting customer interactions.
Level 3 Behaviors
(Moderate Experience)
Implements changes to customer interaction processes to enhance our services and products.
Level 4 Behaviors
(Extensive Experience)
Optimizes customer interactions to gain repeat transactions and referrals from the customer base.
Level 5 Behaviors
(Mastery)
Fosters relationships and trust through customer interactions to solicit customer service feedback.
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 importance of customer satisfaction to a business.
Level 2 Behaviors
(Light Experience)
Identifies and reports issues promptly to ensure quick resolution and customer satisfaction.
Level 3 Behaviors
(Moderate Experience)
Negotiates issues directly with the customer to maximize customer satisfaction.
Level 4 Behaviors
(Extensive Experience)
Recommends plans to enhance the current process in increasing customer satisfaction efficiencies.
Level 5 Behaviors
(Mastery)
Fosters maintains effective business-to-customer relationships to meet and exceed customer expectations.
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)
Distinguishes the differences between intrinsic and extrinsic motivators.
Level 2 Behaviors
(Light Experience)
Seeks recommendations and advice to improve future work processes and refine own competency gaps.
Level 3 Behaviors
(Moderate Experience)
Develops a high-quality relationship with other motivated people.
Level 4 Behaviors
(Extensive Experience)
Recognizes employees' achievements and milestones with word praises to encourage continued performance.
Level 5 Behaviors
(Mastery)
Shares innovative motivation techniques and exercises to boost self-motivation within our business.
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Lists best practices and tools to maintain high accuracy and thoroughness in the workplace.
Level 2 Behaviors
(Light Experience)
Uses checklists to ensure that information goes out error-free.
Level 3 Behaviors
(Moderate Experience)
Sets up processes to ensure delivery of high-quality work.
Level 4 Behaviors
(Extensive Experience)
Employs techniques for motivating personnel to meet or exceed accuracy goals.
Level 5 Behaviors
(Mastery)
Leads the creation of tools for enhancing and assuring accuracy.
There are 0 hard skills for Technical Customer Support Representative III.
7 general skills for Technical Customer Support Representative III, Customer Interaction, Customer Satisfaction, Customer Support, etc.
6 soft skills for Technical Customer Support Representative III, 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 III, he or she needs to be skilled in Self-Motivation, be skilled in Attention to Detail, and be skilled in Effective Communication.
