Skills & Competencies for Technical Customer Support Representative III

Technical Customer Support Representative III job profile

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JOB SUMMARY for Technical Customer Support Representative III

Provides basic technical support and assistance to customers via e-mail, phone, or chat.

JOB RESPONSIBILITIES for Technical Customer Support Representative III

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.

Technical Customer Support Representative III SALARY RANGE

BASE 50%
$58,270
TOTAL 50%
$59,379
Job Level
A03
Job Code
SM15000430
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor

Technical Customer Support Representative III Skills and Competencies List

Proficiency Levels and Behavioural Indicators
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.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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7 general skills or competencies (Job family competencies) for Technical Customer Support Representative III

1 Job Family Competencies – Customer Interaction
Proficiency Level -3
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)
Analyzes customer interactions to gain insights on customer needs and expectations.
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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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2 Job Family Competencies – Customer Satisfaction
Proficiency Level -3
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)
Constructs innovative solutions and effective interventions to drive customer satisfaction.
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3 Technical Customer Support Representative III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Customer Support Representative III
Proficiency Level - 4
5 Competency for - Technical Customer Support Representative III
Proficiency Level - 5

6 soft skills or competencies (core competencies) for Technical Customer Support Representative III

1 Core Competencies – Self-Motivation
Proficiency Level -3
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)
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)
Creates a transparent and open working environment within our organization.
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2 Core Competencies – Attention to Detail
Proficiency Level -3
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)
Performs assigned responsibilities according to standard procedures and standards.
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Level 3 Behaviors
(Moderate Experience)
Implements a variety of cross-checking approaches and mechanisms.
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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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3 Technical Customer Support Representative III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Customer Support Representative III
Proficiency Level - 4
5 Competency for - Technical Customer Support Representative III
Proficiency Level - 5

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.

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