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)
Explains the fundamental of customer analytics to understand customer behavior data.
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Level 2 Behaviors
(Light Experience)
Identifies capabilities and challenges of customer analytics to support revenue generation.
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Level 3 Behaviors
(Moderate Experience)
Partners with key stakeholders in performing customer analytics to maximize customer retention rate.
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Level 4 Behaviors
(Extensive Experience)
Monitors customer analytics data to drive customer journey impacts and attain business growth.
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Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities across the customer journey to increase customer loyalty and ROI.
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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)
Documents customer complaints in the company system for prompt problem resolution.
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Level 2 Behaviors
(Light Experience)
Follows standardized procedures and practices used in complaint resolution.
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Level 3 Behaviors
(Moderate Experience)
Communicates with customers to determine and investigate cause of conflicts and complaints.
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Level 4 Behaviors
(Extensive Experience)
Improves the resolution process for all customer complaints to ensure a positive customer experience.
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Level 5 Behaviors
(Mastery)
Adapts to new technologies used in complaint management to improve customer service and resolution.
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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)
Cites examples of KPIs applied at individual, team, and organizational levels.
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Level 2 Behaviors
(Light Experience)
Assists in KPI analysis and patterns discovery to support management in decision making.
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Level 3 Behaviors
(Moderate Experience)
Collaborates with related stakeholders to decide cross-functional KPIs.
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Level 4 Behaviors
(Extensive Experience)
Analyses the pros and cons of specific KPI metrics to ascertain the best course of action.
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Level 5 Behaviors
(Mastery)
Builds and updates innovative KPI management tools to optimize KPI selection and implementation processes.
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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)
Cites examples of business challenges and difficulties in finding digital information.
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Level 2 Behaviors
(Light Experience)
Addresses common challenges and issues relating to the use of digital information.
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Level 3 Behaviors
(Moderate Experience)
Adapts confidently to digital change and new technology solutions in completing tasks and projects.
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Level 4 Behaviors
(Extensive Experience)
Creates a mentoring system to enable employees to strengthen their digital competence with others.
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Level 5 Behaviors
(Mastery)
Champions digital transformation efforts and establishes a digitally resilient working environment.
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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.