3 hard skills or competencies (industry competencies) for Software Support Engineer III
Skill definition-Identifying and analyzing the causes of issues to reduce recurrence using problem-solving techniques.
Level 1 Behaviors
(General Familiarity)
Describes the methodologies of root cause analysis and its applications.
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Level 2 Behaviors
(Light Experience)
Follows best practices and data-gathering techniques for an effective root cause analysis.
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Level 3 Behaviors
(Moderate Experience)
Implements resolutions and plans based on root cause analysis reports and related research.
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Level 4 Behaviors
(Extensive Experience)
Leads and mentors cross-functional teams with the implementation of appropriate root cause analysis techniques.
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Level 5 Behaviors
(Mastery)
Develops simulation or engineering methodologies with a structured problem-solving approach.
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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)
Describes the functions of servers and protocols involved in software installation and automation.
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Level 2 Behaviors
(Light Experience)
Documents information about software support activities and product installation processes.
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Level 3 Behaviors
(Moderate Experience)
Guides junior staff and less-experienced employees on systems installation services and techniques.
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Level 4 Behaviors
(Extensive Experience)
Manages the installation, performance monitoring, and support of complex operating systems and databases.
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Level 5 Behaviors
(Mastery)
Establishes and executes technical support models that address and meet the organization’s specialized needs.
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4 general skills or competencies (Job family competencies) for Software Support Engineer III
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.
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Level 2 Behaviors
(Light Experience)
Gathers resources and scripts in providing first contact resolution to prevent further escalations.
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Level 3 Behaviors
(Moderate Experience)
Determines root cause of dissatisfaction to effectively handle escalation situations.
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Level 4 Behaviors
(Extensive Experience)
Leverages a metric system to measure the effectiveness of customer escalation management.
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Level 5 Behaviors
(Mastery)
Designs tools and systems to ensure real-time monitoring and recording of customer escalations.
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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)
Lists customer service tools used to track customer interactions and improve service delivery.
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Level 2 Behaviors
(Light Experience)
Supports the planning and execution of customer service tactics to improve service quality.
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Level 3 Behaviors
(Moderate Experience)
Uses metrics in analyzing areas of opportunities for customer service.
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Level 4 Behaviors
(Extensive Experience)
Trains and guides teams on effective techniques in customer service to retain customers and increase value.
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Level 5 Behaviors
(Mastery)
Leads customer support operations to monitor and determine growth opportunities for customer satisfaction.
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8 soft skills or competencies (core competencies) for Software Support Engineer III
Skill definition-Questioning, analyzing and evaluating various alternatives and situations to draw a rational conclusion independently.
Level 1 Behaviors
(General Familiarity)
Lists the methods, principles, and tools for practicing critical thinking.
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Level 2 Behaviors
(Light Experience)
Explains clearly to others the logical connection between ideas.
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Level 3 Behaviors
(Moderate Experience)
Verifies the accuracy and quality of evidence and argumentation.
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Level 4 Behaviors
(Extensive Experience)
Predicts the potential impact of future decisions.
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Level 5 Behaviors
(Mastery)
Shares experiences on how to develop critical thinking and analysis-synthesis of thinking.
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Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Lists the traits of an employee showing great attention to detail.
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Level 2 Behaviors
(Light Experience)
Uses checklists to ensure that information goes out error-free.
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Level 3 Behaviors
(Moderate Experience)
Suggests solutions to issues that arise while executing the tasks.
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Level 4 Behaviors
(Extensive Experience)
Manages training to improve staffs' concentration and attention to detail.
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Level 5 Behaviors
(Mastery)
Learns from previous works' strengths and weaknesses to guide new projects.
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Summary of Software Support Engineer III skills and competencies
There are 3 hard skills for Software Support Engineer III, Root Cause Analysis, Software Product Installation and Support, Software Field Support.
4 general skills for Software Support Engineer III, Customer Escalation Management, Customer Support, Linux, etc.
8 soft skills for Software Support Engineer III, Critical Thinking, Attention to Detail, Time Management, etc.
While the list totals 15 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 III, he or she needs to be skilled in Critical Thinking, be skilled in Attention to Detail, and be proficient in Time Management.