Skills & Competencies for Technical Customer Support Senior Manager

Technical Customer Support Senior Manager job profile

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JOB SUMMARY for Technical Customer Support Senior Manager

Manages an organization's technical customer support policies, objectives, and initiatives.

JOB RESPONSIBILITIES for Technical Customer Support Senior Manager

Provides mentoring, leadership, and organization to managers and supervisors. Oversees the creation and implementation of processes that maximize efficiency and meet or exceed service quality and customer satisfaction goals. Monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Makes recommendations for changes to products or services based on customer feedback and requests. Engages in resource planning and decision-making. Coordinates across functions to support future products and releases.

Technical Customer Support Senior Manager SALARY RANGE

BASE 50%
$148,084
TOTAL 50%
$164,918
Job Level
M03
Job Code
SC16000559
Education/Degree
Bachelor's Degree
Reports To
Director or Top Management

Technical Customer Support Senior Manager 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 Senior Manager skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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12 general skills or competencies (Job family competencies) for Technical Customer Support Senior Manager

1 Job Family Competencies – Customer Analytics
Proficiency Level -4
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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2 Job Family Competencies – Customer Complaint Resolution
Proficiency Level -3
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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3 Technical Customer Support Senior Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Customer Support Senior Manager
Proficiency Level - 4
5 Competency for - Technical Customer Support Senior Manager
Proficiency Level - 5

11 soft skills or competencies (core competencies) for Technical Customer Support Senior Manager

1 Core Competencies – Key Performance Indicators (KPI)
Proficiency Level -4
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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2 Core Competencies – Digital Literacy
Proficiency Level -3
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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3 Technical Customer Support Senior Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Customer Support Senior Manager
Proficiency Level - 4
5 Competency for - Technical Customer Support Senior Manager
Proficiency Level - 5

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.

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