3 hard skills or competencies (industry competencies) for Software Support Engineer II
Skill definition-Identifying and analyzing the causes of issues to reduce recurrence using problem-solving techniques.
Level 1 Behaviors
(General Familiarity)
Describes the concepts and benefits of root cause analysis in process improvement.
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Level 2 Behaviors
(Light Experience)
Collects data for investigations and troubleshooting processing issues for root cause analysis.
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Level 3 Behaviors
(Moderate Experience)
Guides the data collection and review process to support the root cause analysis operations.
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Level 4 Behaviors
(Extensive Experience)
Improves and updates the fundamental nature of systems and procedures based on the root cause analysis results.
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Level 5 Behaviors
(Mastery)
Designs corrective action plan to notify and solve principal customers with major issues.
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Skill definition-Conducting installation and support functions to keep software products up to date and ensure the maintenance of custom software solutions.
Level 1 Behaviors
(General Familiarity)
Cites the emerging technologies, policies, and solutions associated with software product installations.
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Level 2 Behaviors
(Light Experience)
Assists in testing all installed systems to ensure proper performance and compliance with client requirements.
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Level 3 Behaviors
(Moderate Experience)
Conducts software installation and support functions following technical and client requirements.
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Level 4 Behaviors
(Extensive Experience)
Implements strategic plans for installing and maintaining software systems to meet IT goals and needs.
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Level 5 Behaviors
(Mastery)
Develops comprehensive installation and support guides to ensure seamless integration of software products.
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4 general skills or competencies (Job family competencies) for Software Support Engineer II
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)
Discusses the proper workflow in managing the customer escalation process.
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Level 2 Behaviors
(Light Experience)
Documents negative feedback from our customers into the escalation system for proper escalation.
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Level 3 Behaviors
(Moderate Experience)
Defines escalation management guidelines to determine the level of customer service needed.
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Level 4 Behaviors
(Extensive Experience)
Integrates customer service techniques in creating solutions to common escalation causes.
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Level 5 Behaviors
(Mastery)
Constructs escalation and contingency plans to improve customer service and conflict resolution process.
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Skill definition-Providing responsive and relevant support to customers to address issues and problems on our products or services and ensure customer satisfaction.
Level 1 Behaviors
(General Familiarity)
Describes the process flow in delivering customer care support.
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Level 2 Behaviors
(Light Experience)
Documents customer interactions to track the promptness and effectiveness of provided resolutions.
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Level 3 Behaviors
(Moderate Experience)
Handles complex issues and inquiries of customers to avoid escalations and increase service.
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Level 4 Behaviors
(Extensive Experience)
Evaluates alternative service delivery mechanisms to satisfy customer requests and needs.
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Level 5 Behaviors
(Mastery)
Designs operational workflows to ensure quality technical support and positive customer feedback.
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7 soft skills or competencies (core competencies) for Software Support Engineer II
Skill definition-Questioning, analyzing and evaluating various alternatives and situations to draw a rational conclusion independently.
Level 1 Behaviors
(General Familiarity)
Discusses the potential impact of failing to analyze situations critically.
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Level 2 Behaviors
(Light Experience)
Analyzes the strengths and weaknesses of various points of view and arguments.
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Level 3 Behaviors
(Moderate Experience)
Synthesizes relevant data to formulate conclusions and arguments.
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Level 4 Behaviors
(Extensive Experience)
Conducts training courses to improve critical thinking skills.
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Level 5 Behaviors
(Mastery)
Creates effective methods of critical thinking throughout our business.
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Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Explains why attention to detail plays an important role in own function or unit.
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Level 2 Behaviors
(Light Experience)
Performs assigned responsibilities according to standard procedures and standards.
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Level 3 Behaviors
(Moderate Experience)
Implements a variety of cross-checking approaches and mechanisms.
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Level 4 Behaviors
(Extensive Experience)
Demonstrates expertise in quality assurance tools, techniques, and standards.
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Level 5 Behaviors
(Mastery)
Designs techniques for measuring the cost and impact of errors.
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Summary of Software Support Engineer II skills and competencies
There are 3 hard skills for Software Support Engineer II, Root Cause Analysis, Software Product Installation and Support, Software Field Support.
4 general skills for Software Support Engineer II, Customer Escalation Management, Customer Support, Linux, etc.
7 soft skills for Software Support Engineer II, Critical Thinking, Attention to Detail, Time Management, etc.
While the list totals 14 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 Software Support Engineer II, he or she needs to be proficient in Critical Thinking, be proficient in Attention to Detail, and be proficient in Time Management.