11 general skills or competencies (Job family competencies) for Technical Support Analyst I
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)
Explains the importance of customer support in meeting customer needs and expectations.
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Level 2 Behaviors
(Light Experience)
Identifies customer needs and requirements to meet customer support expectations.
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Level 3 Behaviors
(Moderate Experience)
Leverages tools and resources to provide prompt customer service troubleshooting.
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Level 4 Behaviors
(Extensive Experience)
Recommends improvements to our customer support tools and methods to drive customer satisfaction.
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Level 5 Behaviors
(Mastery)
Establishes best practices in customer support to enhance customer satisfaction and retention.
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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 difference between remote support and phone support.
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Level 2 Behaviors
(Light Experience)
Identifies the challenges and risks in facilitating remote communication with customers.
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Level 3 Behaviors
(Moderate Experience)
Helps develop a hotline for customer complaints to ensure prompt delivery of remote support services.
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Level 4 Behaviors
(Extensive Experience)
Integrates new methods in delivering remote access to enhance the overall support experience.
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Level 5 Behaviors
(Mastery)
Develops strategic plans to streamline the overall remote support delivery and ensure customer retention.
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6 soft skills or competencies (core competencies) for Technical Support Analyst I
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)
Processes limited amounts of detailed information with reasonable accuracy.
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Level 3 Behaviors
(Moderate Experience)
Processes large quantities of detailed information with high levels of accuracy.
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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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Skill definition-Managing and setting priorities, goals, and timetables to boost productivity and efficiency in completing tasks.
Level 1 Behaviors
(General Familiarity)
Describes how to utilize a time management matrix for efficient completion of most important tasks.
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Level 2 Behaviors
(Light Experience)
Classifies assigned tasks into specific, smaller, and more achievable goals.
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Level 3 Behaviors
(Moderate Experience)
Executes work plans to manage workflow and track milestones to completion.
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Level 4 Behaviors
(Extensive Experience)
Develops best techniques and methods to improve time management throughout our business.
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Level 5 Behaviors
(Mastery)
Establishes a time management matrix to reprioritize the importance of current and upcoming tasks.
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Summary of Technical Support Analyst I skills and competencies
There are 0 hard skills for Technical Support Analyst I.
11 general skills for Technical Support Analyst I, Customer Support, Remote Support, Technical Support, etc.
6 soft skills for Technical Support Analyst I, Attention to Detail, Time Management, Initiative, etc.
While the list totals 17 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 Technical Support Analyst I, he or she needs to be proficient in Attention to Detail, be proficient in Time Management, and be proficient in Initiative.