12 general skills or competencies (Job family competencies) for Technical Customer Support Senior Manager
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Lists the commonly used technology and tools in conducting customer analytics.
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Level 2 Behaviors
(Light Experience)
Uses customer analytics tools to understand customers' journey and service preferences.
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Level 3 Behaviors
(Moderate Experience)
Utilizes customer analytics to identify customer insights and make customer journey maps.
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Level 4 Behaviors
(Extensive Experience)
Oversees the customer analytics process to drive maximum customer lifetime value and success.
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Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities to predict customer needs and reduce customer churn rate.
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Skill definition-Determining and investigating root causes of customer complaints to create prompt resolutions and deliver a high-quality service experience.
Level 1 Behaviors
(General Familiarity)
Knows how to investigate complaints to identify root causes.
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Level 2 Behaviors
(Light Experience)
Tracks customer concerns to find appropriate solutions to their complaints.
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Level 3 Behaviors
(Moderate Experience)
Works with other teams in responding and addressing customers to prevent future complaints.
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Level 4 Behaviors
(Extensive Experience)
Trains staff and management in handling and resolving customer complaints to improve customer outcomes.
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Level 5 Behaviors
(Mastery)
Leads customer complaint resolution process from investigation to resolution to optimize service delivery.
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11 soft skills or competencies (core competencies) for Technical Customer Support Senior Manager
Skill definition-Knowledge of and ability to apply a set of quantifiable measurements to determine how effectively an individual, team or organization is achieving a business objective.
Level 1 Behaviors
(General Familiarity)
Lists some typical KPIs from own industry, business, and function.
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Level 2 Behaviors
(Light Experience)
Produces standard and ad-hoc KPI reports following standard procedures.
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Level 3 Behaviors
(Moderate Experience)
Participates in regular KPI reviews to evaluate goals, performance, and growth opportunities.
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Level 4 Behaviors
(Extensive Experience)
Works with external stakeholders, such as key clients and vendors to determine complicated KPIs.
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Level 5 Behaviors
(Mastery)
Reports on up to date industry and market benchmarks and trends in KPI best practices.
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Skill definition-Seeking, evaluating, and communicating information with the use of electronic technologies and other media platforms in a productive and useful way.
Level 1 Behaviors
(General Familiarity)
Lists the importance and role of digital literacy to an employee's performance at work.
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Level 2 Behaviors
(Light Experience)
Researches relevant digital information required for a specific task or project using the internet.
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Level 3 Behaviors
(Moderate Experience)
Uses office productivity software such as word processors, graphics software, and spreadsheets.
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Level 4 Behaviors
(Extensive Experience)
Provides technical training/seminars to cultivate employees' occupational digital literacy skills.
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Level 5 Behaviors
(Mastery)
Sponsors and invests in new equipment and tools to solve our work and digital technology challenges.
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Summary of Technical Customer Support Senior Manager skills and competencies
There are 0 hard skills for Technical Customer Support Senior Manager.
12 general skills for Technical Customer Support Senior Manager, Customer Analytics, Customer Complaint Resolution, Customer Escalation Management, etc.
11 soft skills for Technical Customer Support Senior Manager, Key Performance Indicators (KPI), Digital Literacy, Planning and Organizing, etc.
While the list totals 23 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 Senior Manager, he or she needs to be skilled in Key Performance Indicators (KPI), be skilled in Digital Literacy, and be skilled in Planning and Organizing.