9 general skills or competencies (Job family competencies) for Systems Support Assistant, Sr.
Skill definition-Leveraging support tools and software to provide remote and instant access in addressing issues on customers' device.
Level 1 Behaviors
(General Familiarity)
Explains the importance of remote support in driving business growth.
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Level 2 Behaviors
(Light Experience)
Responds to customer complaints by providing support over remote connectivity.
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Level 3 Behaviors
(Moderate Experience)
Performs immediate troubleshooting procedures through remote access to prevent product or service failures.
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Level 4 Behaviors
(Extensive Experience)
Leverages key performance metrics to measure and improve daily performance of remote support functions.
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Level 5 Behaviors
(Mastery)
Forecasts future industry trends in remote support to stay ahead of other competing organizations.
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Skill definition-Offering hands-on assistance and solutions to end-users in addressing and troubleshooting technical issues.
Level 1 Behaviors
(General Familiarity)
Cites the advantages of technical support solutions in customer service.
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Level 2 Behaviors
(Light Experience)
Collects and reports usability feedback from customers to help improve technical support processes.
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Level 3 Behaviors
(Moderate Experience)
Contributes to the improvement of technical support process to enhance customer service.
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Level 4 Behaviors
(Extensive Experience)
Develops action plans to address deficiencies regarding technical support.
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Level 5 Behaviors
(Mastery)
Champions the adaption of new technology and methodologies to increase technical support efficiency.
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6 soft skills or competencies (core competencies) for Systems Support Assistant, Sr.
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)
Cites examples of SOP practices in our business operations.
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Level 2 Behaviors
(Light Experience)
Assists in the preparation of internal standard operating procedures (SOP).
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Level 3 Behaviors
(Moderate Experience)
Analyses our business and operations to identify room for improvement on the related standard operating procedures.
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Level 4 Behaviors
(Extensive Experience)
Coaches others on the implementation of SOP to reduce errors and improve quality.
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Level 5 Behaviors
(Mastery)
Builds a monitoring system to evaluate the effectiveness of our SOPs.
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Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Cites steps and tips to improve attention to detail in the workplace.
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Level 2 Behaviors
(Light Experience)
Keeps full attention when listening to understand the message.
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Level 3 Behaviors
(Moderate Experience)
Balances between accuracy and efficiency for different tasks or programs.
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Level 4 Behaviors
(Extensive Experience)
Creates and implements quality management processes for our business.
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Level 5 Behaviors
(Mastery)
Defines possible hurdles to projects and creates strategies to deal with them.
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Summary of Systems Support Assistant, Sr. skills and competencies
There are 0 hard skills for Systems Support Assistant, Sr..
9 general skills for Systems Support Assistant, Sr., Remote Support, Technical Support, DevOps, etc.
6 soft skills for Systems Support Assistant, Sr., Standard Operating Procedures (SOP), 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 Systems Support Assistant, Sr., he or she needs to be proficient in Standard Operating Procedures (SOP), be skilled in Attention to Detail, and be skilled in Time Management.