Skills & Competencies for Technical Customer Support Specialist I

Technical Customer Support Specialist I job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Technical Customer Support Specialist I

Responds to and resolves customer technical inquiries and issues via e-mail, phone, or chat.

JOB RESPONSIBILITIES for Technical Customer Support Specialist I

Assists customers with installation and issue resolution. Utilizes a database of technical product information to inform decisions and recommendations. Recommends maintenance and configuration best practices that improve product usability, performance, and customer satisfaction. Records client interactions, including inquiries, complaints, comments, and actions taken. Escalates more complex inquiries to a higher level team.

Technical Customer Support Specialist I SALARY RANGE

BASE 50%
$62,005
TOTAL 50%
$63,737
Job Level
P01
Job Code
SM15000498
Education/Degree
Bachelor's Degree
Reports To
Manager or Head of a Unit/Department

Technical Customer Support Specialist I 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 Specialist I skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
BOOK A DEMO

9 general skills or competencies (Job family competencies) for Technical Customer Support Specialist I

1 Job Family Competencies – Customer Interaction
Proficiency Level -2
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Discusses the lifecycle of end-to-end customer interaction from prospect to fulfillment.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Follows up on the delivery of customer interactions to ensure continued satisfaction.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Handles employee-to-customer interactions to maximize the overall customer experience.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Facilitates positive communication with customers to increase their retention and advocacy.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Establishes quality standards governing customer interactions to drive customer touchpoints.
See 4 More Skill Behaviors
2 Job Family Competencies – Customer Relations
Proficiency Level -2
Skill definition-Creating mutually beneficial relationships with customers to improve their overall experience.
Level 1 Behaviors
(General Familiarity)
Explains the importance of customer relations in delivering good customer service.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Reports customer escalations to identify and mitigate negative impacts on customer relations.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Helps in integrating CRM applications to deliver seamless customer service.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Monitors performance indicators of customer relationship management to support business growth.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops an organizational framework to efficiently manage all relations throughout our customer base.
See 4 More Skill Behaviors
3 Technical Customer Support Specialist I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Customer Support Specialist I
Proficiency Level - 4
5 Competency for - Technical Customer Support Specialist I
Proficiency Level - 5

6 soft skills or competencies (core competencies) for Technical Customer Support Specialist I

1 Core Competencies – Self-Motivation
Proficiency Level -2
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)
Describes the concept, types, and characteristics of self-motivation.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Gathers additional learning to fulfill a sense of accomplishment and increase self-motivation.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Deals with setbacks and continues to pursue our business goals despite obstacles.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Manages the allocation of career development resources to improve employee motivation and productivity.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Mentors potential successors to lead others and enable self-motivation through career growth.
See 4 More Skill Behaviors
2 Core Competencies – Attention to Detail
Proficiency Level -2
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Identifies the procedures for making sure that results are mistake-free.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Records all appointments on the calendar to easily track daily activities.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Reviews and analyzes the accuracy of data and details.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Designs systems to help the team organize and track details and project progress.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops best practices for identifying and correcting errors, oversights, and omissions.
See 4 More Skill Behaviors
3 Technical Customer Support Specialist I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Customer Support Specialist I
Proficiency Level - 4
5 Competency for - Technical Customer Support Specialist I
Proficiency Level - 5

Summary of Technical Customer Support Specialist I skills and competencies

There are 0 hard skills for Technical Customer Support Specialist I.
9 general skills for Technical Customer Support Specialist I, Customer Interaction, Customer Relations, Customer Satisfaction, etc.
6 soft skills for Technical Customer Support Specialist I, Self-Motivation, Attention to Detail, Effective Communication, etc.
While the list totals 15 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 Specialist I, he or she needs to be proficient in Self-Motivation, be proficient in Attention to Detail, and be proficient in Effective Communication.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.