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)
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-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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Conducts follow-up calls to remote support customers to receive service quality feedback.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Checks interaction with customers to maintain required performance metrics in remote support.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Advices and guides teams in reducing average call handling in resolving issues requiring remote support.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Adapts to industry best practices in remote support delivery to enhance the quality of our services.
See 4 More Skill Behaviors
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)
Lists best practices and tools to maintain high accuracy and thoroughness in the workplace.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Uses checklists to ensure that information goes out error-free.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Suggests solutions to issues that arise while executing the tasks.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Employs techniques for motivating personnel to meet or exceed accuracy goals.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads the creation of tools for enhancing and assuring accuracy.
See 4 More Skill Behaviors
Skill definition-Managing and setting priorities, goals, and timetables to boost productivity and efficiency in completing tasks.
Level 1 Behaviors
(General Familiarity)
Explains the importance of time management in driving the overall productivity of our business.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Follows an updated calendar to list and complete tasks and assignments according to priority level.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Utilizes departmental tools and best practices to organize tasks effectively and productively.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Manages teams in streamlining work-related tasks to prioritize highest value tasks firsts.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads transformational changes to work plans to drive the proper utilization of time and resources.
See 4 More Skill Behaviors
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.