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)
Describes the importance of customer analytics in driving customer-focused growth plans.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Collects feedback from customers to enhance future analytics processes.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Executes customer analytics to maximize customer count, coverage, and performance.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Facilitates training on the new tools and methodologies used to enhance the customer analytics process.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions new engagement tools in customer analytics to forecast and segment customer behavior and insights.
See 4 More Skill Behaviors
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)
Explains the flow of the customer complaint process from intake to customer resolution.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Gathers information on customer complaints to support prompt escalation and resolution.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Determines causes of customer service failures to make appropriate action plans and address complaints.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Manages the overall customer complaint process to facilitate timely resolutions, escalations, and responses.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions customer service strategies in managing complaints to meet our standards and objectives.
See 4 More Skill Behaviors
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)
Contrasts KPI with other performance management tools, such as Balanced Score Card (BSC) and Objectives and Key Results (OKR).
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Compiles and updates KPI data to show impact on productivity.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Communicates KPI-related initiatives such as what, why, and how to ensure transparency.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Consults on using KPI for business review and forecasting.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Conducts lectures on KPI best practices at industry conferences.
See 4 More Skill Behaviors
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)
Compiles a list of enhancements that would make a software tool easier or more effective to use.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Compiles and stores digital information properly for future use.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Collaborates with cross-functional teams through the use of digital platforms to strengthen teamwork.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Determines digital opportunities that revolutionize our external and internal communication.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs strategies and techniques to expand digital literacy in the workplace.
See 4 More Skill Behaviors
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.