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)
Documents the current best practices in customer analytics.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Conducts customer analytics to identify customer demands and requirements.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Leverages customer analytics to streamline data identification and improve customer experience.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Integrates customer analytic insights to enable informed decision-making in improving customer experience.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs customer analytics frameworks to improve customer satisfaction and success value.
See 4 More Skill Behaviors
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)
Explains the importance of customer escalation management in ensuring positive customer service.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Gathers resources and scripts in providing first contact resolution to prevent further escalations.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Determines root cause of dissatisfaction to effectively handle escalation situations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Leverages a metric system to measure the effectiveness of customer escalation management.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs tools and systems to ensure real-time monitoring and recording of customer escalations.
See 4 More Skill Behaviors
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)
Describes the market conditions that impact the business.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Collects and compiles competitor information for competitive analysis.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Applies technical expertise, business sense, and product knowledge to manage the product lifecycle effectively.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Coordinates technical and business teams to solve complex and diverse customer problems.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds strong business partnerships internally and externally to drive "win-win" business successes.
See 4 More Skill Behaviors
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)
Contrasts KPI with other performance management tools, such as Balanced Score Card (BSC) and Objectives and Key Results (OKR).
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Compiles and updates KPI data to show impact on productivity.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Communicates KPI-related initiatives such as what, why, and how to ensure transparency.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Consults on using KPI for business review and forecasting.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Conducts lectures on KPI best practices at industry conferences.
See 4 More Skill Behaviors
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.