Skills & Competencies for Technical Customer Support Team Leader

Technical Customer Support Team Leader job profile

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JOB SUMMARY for Technical Customer Support Team Leader

Leads a team that provides technical customer support for an organization’s products and services.

JOB RESPONSIBILITIES for Technical Customer Support Team Leader

Acts as first level escalation point for more complex or critical customer issues and inquiries. Possesses broad knowledge of the organization’s products and services, and extensive experience handling customer inquiries. Mentors and coaches team on troubleshooting, solution development, and customer communication best practices. Monitors work queues to ensure adequate coverage and to meet service level standards.

Technical Customer Support Team Leader SALARY RANGE

BASE 50%
$76,226
TOTAL 50%
$79,873
Job Level
M00
Job Code
SM15000449
Education/Degree
Bachelor's Degree
Reports To
Manager or Head of a Unit/Department

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

1 Job Family Competencies – Customer Analytics
Proficiency Level -3
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)
Partners with key stakeholders in performing customer analytics to maximize customer retention rate.
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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)
Identifies the importance of showing empathy in handling customer complaints.
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Level 2 Behaviors
(Light Experience)
Responds to unexpected customer requests and resolves complaints positively.
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Level 3 Behaviors
(Moderate Experience)
Makes alternative solutions within agreed time constraints to assure first contact resolution.
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Level 4 Behaviors
(Extensive Experience)
Oversees the delivery of proper complaint handling to avoid errors and ensure resolution.
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Level 5 Behaviors
(Mastery)
Establishes best practices in customer complaint resolution to provide highest quality of service.
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3 Technical Customer Support Team Leader - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Customer Support Team Leader
Proficiency Level - 4
5 Competency for - Technical Customer Support Team Leader
Proficiency Level - 5

8 soft skills or competencies (core competencies) for Technical Customer Support Team Leader

1 Core Competencies – Key Performance Indicators (KPI)
Proficiency Level -3
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)
Explains the benefits and risks of using KPIs.
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Level 2 Behaviors
(Light Experience)
Gathers internal and external benchmarks for KPI development.
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Level 3 Behaviors
(Moderate Experience)
Interprets and analyses KPI data to recommend courses of action.
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Level 4 Behaviors
(Extensive Experience)
Evaluates ongoing productivity; recommends corresponding modifications on KPIs as indicated.
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Level 5 Behaviors
(Mastery)
Leads efforts to improve performance as identified and measured by KPIs.
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2 Core Competencies – Planning and Organizing
Proficiency Level -3
Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Explains the importance of planning and organization in building a good working environment.
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Level 2 Behaviors
(Light Experience)
Identifies key implications of ineffective planning and organization that affects decision-making.
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Level 3 Behaviors
(Moderate Experience)
Leverages key performance indicators to measure progress completion against performance metrics.
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Level 4 Behaviors
(Extensive Experience)
Manages the planning and sequencing of activities to create well-planned schedules and achieve goals on time.
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Level 5 Behaviors
(Mastery)
Establishes standards for planning and organization processes to align efforts with business goals.
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3 Technical Customer Support Team Leader - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Customer Support Team Leader
Proficiency Level - 4
5 Competency for - Technical Customer Support Team Leader
Proficiency Level - 5

Summary of Technical Customer Support Team Leader skills and competencies

There are 0 hard skills for Technical Customer Support Team Leader.
10 general skills for Technical Customer Support Team Leader, Customer Analytics, Customer Complaint Resolution, Customer Escalation Management, etc.
8 soft skills for Technical Customer Support Team Leader, Key Performance Indicators (KPI), Planning and Organizing, Coaching Others, etc.
While the list totals 18 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 Team Leader, he or she needs to be skilled in Key Performance Indicators (KPI), be skilled in Planning and Organizing, and be skilled in Coaching Others.

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