9 general skills or competencies (Job family competencies) for Systems Support Assistant
Skill definition-Leveraging support tools and software to provide remote and instant access in addressing issues on customers' device.
Level 1 Behaviors
(General Familiarity)
Cites examples of possible challenges and limitations of remote support.
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Level 2 Behaviors
(Light Experience)
Conducts follow-up calls to remote support customers to receive service quality feedback.
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Level 3 Behaviors
(Moderate Experience)
Checks interaction with customers to maintain required performance metrics in remote support.
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Level 4 Behaviors
(Extensive Experience)
Advices and guides teams in reducing average call handling in resolving issues requiring remote support.
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Level 5 Behaviors
(Mastery)
Adapts to industry best practices in remote support delivery to enhance the quality of our services.
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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
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)
Lists the typical processes of SOP development.
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Level 2 Behaviors
(Light Experience)
Supports the analysis of our business and operations processes for SOP design and development.
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Level 3 Behaviors
(Moderate Experience)
Researches new tools and techniques for SOP daily management.
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Level 4 Behaviors
(Extensive Experience)
Resolves complex issues arising from SOP practices; develops preventative solutions accordingly.
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Level 5 Behaviors
(Mastery)
Monitors industry for SOP trends and best practices; makes recommendations about those that benefit our business.
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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)
Utilizes specific approaches and tools for checking and cross-checking outputs.
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Level 3 Behaviors
(Moderate Experience)
Uses tools to organize and monitor work progress.
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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 Systems Support Assistant skills and competencies
There are 0 hard skills for Systems Support Assistant.
9 general skills for Systems Support Assistant, Remote Support, Technical Support, DevOps, etc.
6 soft skills for Systems Support Assistant, 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, he or she needs to be proficient in Standard Operating Procedures (SOP), be skilled in Attention to Detail, and be proficient in Time Management.