8 general skills or competencies (Job family competencies) for Top Technical Customer Support Executive
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Explains the fundamental of customer analytics to understand customer behavior data.
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Level 2 Behaviors
(Light Experience)
Identifies capabilities and challenges of customer analytics to support revenue generation.
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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)
Monitors customer analytics data to drive customer journey impacts and attain business growth.
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Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities across the customer journey to increase customer loyalty and ROI.
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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)
Knows how to use the escalation matrix to identify escalation level for resolution.
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Level 2 Behaviors
(Light Experience)
Identifies the severity of conflicts and issues to make labeling decisions with minimal escalation.
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Level 3 Behaviors
(Moderate Experience)
Reviews incident performance metrics to make action plans and reduce future escalation rates.
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Level 4 Behaviors
(Extensive Experience)
Sets de-escalation approaches to facilitate respectful troubleshooting conversations with customers.
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Level 5 Behaviors
(Mastery)
Establishes an escalation management framework to avoid incorrect and insufficient issue resolution.
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15 soft skills or competencies (core competencies) for Top Technical Customer Support Executive
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)
Explains our key business strategies and priorities.
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Level 2 Behaviors
(Light Experience)
Reports and communicates market and competitor status regularly to the management team.
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Level 3 Behaviors
(Moderate Experience)
Implements effective marketing strategies that achieve improved business outcomes.
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Level 4 Behaviors
(Extensive Experience)
Optimizes business processes based on deep insight into various business unit functions.
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Level 5 Behaviors
(Mastery)
Evaluates industry and market trends to identify new business opportunities.
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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)
Identifies KPIs currently in use and provides input to management.
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Level 3 Behaviors
(Moderate Experience)
Maintains an organized data management process to track progress on KPIs.
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Level 4 Behaviors
(Extensive Experience)
Leverages the Business Intelligence (BI) technologies and tools for KPI reporting and analysis.
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Level 5 Behaviors
(Mastery)
Monitors the efficiency and effectiveness of current organizational KPI architecture.
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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.