Skills & Competencies for Technical Customer Support Specialist I

Technical Customer Support Specialist I job profile

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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%
$62,173
TOTAL 50%
$63,909
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
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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)
Describes the principles of customer interaction in providing exceptional customer service.
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Level 2 Behaviors
(Light Experience)
Documents customer interactions within the appropriate systems.
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Level 3 Behaviors
(Moderate Experience)
Generates ideas and actions to improve the efficiency and results of customer interaction.
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Level 4 Behaviors
(Extensive Experience)
Directs customer interaction efforts to deliver services according to customer requirements.
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Level 5 Behaviors
(Mastery)
Champions valuable customer interactions to optimize consumer insights and reduce customer churn rates.
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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)
Documents the best practices and techniques used in creating customer relations.
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Level 2 Behaviors
(Light Experience)
Collects customer feedback to measure customer satisfaction and ensure customer relations.
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Level 3 Behaviors
(Moderate Experience)
Ensures accurate and prompt responses to customer complaints to maintain optimal customer relations.
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Level 4 Behaviors
(Extensive Experience)
Determines key opportunities to build and maintain customer relationships and drive business results.
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Level 5 Behaviors
(Mastery)
Champions the adoption of advanced systems and tools to improve the development of customer relations.
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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 benefits of personal drive to achieve goals or standards.
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Level 2 Behaviors
(Light Experience)
Commits to personal and organizational goals.
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Level 3 Behaviors
(Moderate Experience)
Communicates to employees the benefits, rewards, or sanctions if expectations are or are not met.
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Level 4 Behaviors
(Extensive Experience)
Creates a vision board with company goals and objectives to increase motivation within the team.
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Level 5 Behaviors
(Mastery)
Delivers training activities to build continuous self-motivation and confidence across our organization.
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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)
Explains why attention to detail plays an important role in own function or unit.
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Level 2 Behaviors
(Light Experience)
Performs assigned responsibilities according to standard procedures and standards.
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Level 3 Behaviors
(Moderate Experience)
Implements a variety of cross-checking approaches and mechanisms.
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Level 4 Behaviors
(Extensive Experience)
Demonstrates expertise in quality assurance tools, techniques, and standards.
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Level 5 Behaviors
(Mastery)
Designs techniques for measuring the cost and impact of errors.
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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.

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