Skills & Competencies for Top Technical Customer Support Executive

Top Technical Customer Support Executive job profile

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JOB SUMMARY for Top Technical Customer Support Executive

Plans and directs all aspects of an organization's technical customer support policies, objectives, and initiatives.

JOB RESPONSIBILITIES for Top Technical Customer Support Executive

Responsible for the overall satisfaction of customers. Coordinates with directors in establishing direction and initiatives for the department, and ensures those align with greater organizational direction and objectives.

Top Technical Customer Support Executive SALARY RANGE

BASE 50%
$232,589
TOTAL 50%
$279,804
Job Level
M05
Job Code
EX05000259
Education/Degree
Bachelor's Degree
Reports To
Top Management

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

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)
Compiles a list of customer data sources for accurate customer analytics.
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Level 2 Behaviors
(Light Experience)
Assists in executing new customer analytics models to understand customer behavior.
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Level 3 Behaviors
(Moderate Experience)
Analyzes customer analytics to improve customer service and decrease associated constraints.
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Level 4 Behaviors
(Extensive Experience)
Delivers customer analytics to measure and improve customer service quality and efficiency.
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Level 5 Behaviors
(Mastery)
Adapts to industry trends in customer analytics to transform actionable insights into profitable results.
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2 Job Family Competencies – Customer Escalation Management
Proficiency Level -4
Skill definition-Classifying and prioritizing customer concerns and issues based on severity to ensure proper resolution and retain customer trust.
Level 1 Behaviors
(General Familiarity)
Cites the common types of customer escalation systems for proper routing of customer concerns.
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Level 2 Behaviors
(Light Experience)
Adheres to our policies in escalating customer concerns to higher-level departments.
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Level 3 Behaviors
(Moderate Experience)
Checks and analyzes customer service script for escalation situations.
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Level 4 Behaviors
(Extensive Experience)
Creates an escalation framework to ensure prioritization and escalation of higher-level customer issues.
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Level 5 Behaviors
(Mastery)
Builds an escalation model that explains the importance and procedures for each customer service tier.
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3 Top Technical Customer Support Executive - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Top Technical Customer Support Executive
Proficiency Level - 4
5 Competency for - Top Technical Customer Support Executive
Proficiency Level - 5

15 soft skills or competencies (core competencies) for Top Technical Customer Support Executive

1 Core Competencies – Business Acumen
Proficiency Level -3
Skill definition-Insight into our organization's business, goals, and values. Ability to design and implement initiatives that facilitate successful outcomes.
Level 1 Behaviors
(General Familiarity)
Describes how our business makes money and our key business objectives.
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Level 2 Behaviors
(Light Experience)
Assists in designing business models and operating plans.
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Level 3 Behaviors
(Moderate Experience)
Analyses the business impact of demographic changes; suggests effective responses.
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Level 4 Behaviors
(Extensive Experience)
Consults on the selection and adjustment of the go-to-market strategy.
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Level 5 Behaviors
(Mastery)
Builds a mentoring model to ensure a continuous increase of business sense within our business.
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2 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)
Cites examples of KPIs applied at individual, team, and organizational levels.
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Level 2 Behaviors
(Light Experience)
Assists in KPI analysis and patterns discovery to support management in decision making.
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Level 3 Behaviors
(Moderate Experience)
Collaborates with related stakeholders to decide cross-functional KPIs.
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Level 4 Behaviors
(Extensive Experience)
Analyses the pros and cons of specific KPI metrics to ascertain the best course of action.
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Level 5 Behaviors
(Mastery)
Builds and updates innovative KPI management tools to optimize KPI selection and implementation processes.
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3 Top Technical Customer Support Executive - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Top Technical Customer Support Executive
Proficiency Level - 4
5 Competency for - Top Technical Customer Support Executive
Proficiency Level - 5

Summary of Top Technical Customer Support Executive skills and competencies

There are 0 hard skills for Top Technical Customer Support Executive.
8 general skills for Top Technical Customer Support Executive, Customer Analytics, Customer Escalation Management, Customer Relations, etc.
15 soft skills for Top Technical Customer Support Executive, Business Acumen, Key Performance Indicators (KPI), Customer Relationship Management, 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 Top Technical Customer Support Executive, he or she needs to be skilled in Business Acumen, be skilled in Key Performance Indicators (KPI), and be an expert in Customer Relationship Management.

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