7 general skills or competencies (Job family competencies) for Technical Customer Support Representative III
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.
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Level 2 Behaviors
(Light Experience)
Documents customer interactions within the appropriate systems.
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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)
Directs customer interaction efforts to deliver services according to customer requirements.
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Level 5 Behaviors
(Mastery)
Champions valuable customer interactions to optimize consumer insights and reduce customer churn rates.
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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)
Constructs innovative solutions and effective interventions to drive customer satisfaction.
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6 soft skills or competencies (core competencies) for Technical Customer Support Representative III
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)
Commits to personal and organizational goals.
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Level 3 Behaviors
(Moderate Experience)
Communicates to employees the benefits, rewards, or sanctions if expectations are or are not met.
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Level 4 Behaviors
(Extensive Experience)
Creates a vision board with company goals and objectives to increase motivation within the team.
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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)
Lists best practices and tools to maintain high accuracy and thoroughness in the workplace.
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Level 2 Behaviors
(Light Experience)
Records all appointments on the calendar to easily track daily activities.
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Level 3 Behaviors
(Moderate Experience)
Sets up processes to ensure delivery of high-quality work.
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Level 4 Behaviors
(Extensive Experience)
Employs techniques for motivating personnel to meet or exceed accuracy goals.
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Level 5 Behaviors
(Mastery)
Leads the creation of tools for enhancing and assuring accuracy.
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Summary of Technical Customer Support Representative III skills and competencies
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.