12 general skills or competencies (Job family competencies) for Help Desk Support Specialist III
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)
Cites examples of best practices used in responding to customer requests, queries, and issues.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Collects data on reoccurring product or service issues to provide the appropriate level of support.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Communicates with customers to identify their issues and needs and provide service recommendations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates customer-centered solutions to issues and concerns to drive end-to-end customer experience.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Adapts to new trends in customer service to streamline the customer support process across various channels.
See 4 More Skill Behaviors
Skill definition-Creating and utilizing interactive guidance and learning methods to help users gain a full understanding of products and services.
Level 1 Behaviors
(General Familiarity)
Cites examples of challenges and issues that affect end-user training.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Applies knowledge-based learning to support the delivery of end-user training.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Adheres to our training processes to ensure consistency in delivering end-user training.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Collaborates with cross-functional teams to design and deliver end-user training programs.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds a change management training model to improve support structures for end-users.
See 4 More Skill Behaviors
8 soft skills or competencies (core competencies) for Help Desk Support Specialist III
Skill definition-A set of written instructions that describes the step-by-step activities to complete tasks in compliance with business standards and industry regulations.
Level 1 Behaviors
(General Familiarity)
Discusses the considerations and concerns on applying SOP for the first time.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Gathers information on workflows and business controlling points.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Initiates SOP revisions to support continuous improvement of processes.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Evaluates the benefits and drawbacks of a specific SOP; oversees the corresponding enhancements.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Establishes formal policies and procedures to guide the our SOP practices.
See 4 More Skill Behaviors
Skill definition-The capability of consistently delivering outstanding customer experiences to meet and even exceed customers' expectations.
Level 1 Behaviors
(General Familiarity)
Explains the definition and characteristics of service excellence.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Provides timely response to customers' complaints, feedback, and comments.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Follows through on customers' complicated questions, requests, and complaints.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Directs service design programs to optimize service delivery and customer experience.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Explores innovative service models and processes to exceed client expectations.
See 4 More Skill Behaviors
Summary of Help Desk Support Specialist III skills and competencies
There are 0 hard skills for Help Desk Support Specialist III.
12 general skills for Help Desk Support Specialist III, Customer Support, End-User Training, Remote Support, etc.
8 soft skills for Help Desk Support Specialist III, Standard Operating Procedures (SOP), Service Excellence, Attention to Detail, etc.
While the list totals 20 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 Help Desk Support Specialist III, he or she needs to be proficient in Standard Operating Procedures (SOP), be proficient in Service Excellence, and be skilled in Attention to Detail.