Skills & Competencies for Technical Customer Support Specialist II

Technical Customer Support Specialist II job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Technical Customer Support Specialist II

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

JOB RESPONSIBILITIES for Technical Customer Support Specialist II

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.

Technical Customer Support Specialist II SALARY RANGE

BASE 50%
$74,331
TOTAL 50%
$76,908
Job Level
P02
Job Code
SM15000499
Education/Degree
Bachelor's Degree
Reports To
Manager or Head of a Unit/Department

Technical Customer Support Specialist II 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 II 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 II

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)
Lists possible issues and concerns regarding customer interaction.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Supports the development of creative ways to improve the value of customer interaction.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Performs good customer interaction to meet our customer standards and our objectives.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Recommends improvement opportunities in the customer interaction process to create positive service.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads innovative processes to maximize the timing and effectiveness of customer interactions.
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)
Lists the pros and cons of using customer relationships management systems.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Supports CRM systems and applications to interact with customers.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Works closely with customers to use their insights in building strong customer relationships.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Trains staff on best practices in relationship management to establish customer connections.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads our organization in promoting good relations with customers to optimize overall customer experience.
See 4 More Skill Behaviors
3 Technical Customer Support Specialist II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Customer Support Specialist II
Proficiency Level - 4
5 Competency for - Technical Customer Support Specialist II
Proficiency Level - 5

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

1 Core Competencies – Self-Motivation
Proficiency Level -3
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)
Explains the importance of self-motivational skills in our workplace.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Shows initiative in taking on new responsibilities to expand knowledge and gain experience.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Follows SMART principles to set high but realistic goals.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Researches communication techniques and work styles to determine ways to help our employees motivate themselves.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Stays current in new reward schemes to boost our employee's competitiveness and retain top talents.
See 4 More Skill Behaviors
2 Core Competencies – Attention to Detail
Proficiency Level -3
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Lists the traits of an employee showing great attention to detail.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Utilizes specific approaches and tools for checking and cross-checking outputs.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Uses tools to organize and monitor work progress.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Manages training to improve staffs' concentration and attention to detail.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Learns from previous works' strengths and weaknesses to guide new projects.
See 4 More Skill Behaviors
3 Technical Customer Support Specialist II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Customer Support Specialist II
Proficiency Level - 4
5 Competency for - Technical Customer Support Specialist II
Proficiency Level - 5

Summary of Technical Customer Support Specialist II skills and competencies

There are 0 hard skills for Technical Customer Support Specialist II.
9 general skills for Technical Customer Support Specialist II, Customer Interaction, Customer Relations, Customer Satisfaction, etc.
6 soft skills for Technical Customer Support Specialist II, 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 II, he or she needs to be skilled in Self-Motivation, be skilled in Attention to Detail, and be skilled 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.