11 general skills or competencies (Job family competencies) for Technical Support Analyst 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)
Lists customer service tools used to track customer interactions and improve service delivery.
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Level 2 Behaviors
(Light Experience)
Supports the planning and execution of customer service tactics to improve service quality.
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Level 3 Behaviors
(Moderate Experience)
Uses metrics in analyzing areas of opportunities for customer service.
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Level 4 Behaviors
(Extensive Experience)
Trains and guides teams on effective techniques in customer service to retain customers and increase value.
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Level 5 Behaviors
(Mastery)
Leads customer support operations to monitor and determine growth opportunities for customer satisfaction.
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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)
Knows the technical aspects applied in carrying out remote support activities.
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Level 2 Behaviors
(Light Experience)
Uses remote support tools and software in tracking customer complaints to resolve end-user issues.
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Level 3 Behaviors
(Moderate Experience)
Sets up remote access to perform diagnostic support and resolve complex issues.
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Level 4 Behaviors
(Extensive Experience)
Manages all remote support activities to determine areas for improvement and decrease response times.
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Level 5 Behaviors
(Mastery)
Leads the adoption of advanced tools in remote support to resolve issues faster and increase productivity.
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7 soft skills or competencies (core competencies) for Technical Support Analyst III
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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Skill definition-Managing and setting priorities, goals, and timetables to boost productivity and efficiency in completing tasks.
Level 1 Behaviors
(General Familiarity)
Lists basic planning tools and applications used in tracking and organizing time and tasks visually.
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Level 2 Behaviors
(Light Experience)
Seeks all resources needed to accomplish a task efficiently and effectively.
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Level 3 Behaviors
(Moderate Experience)
Works closely with colleagues to identify and reduce interruptions and barriers to time utilization.
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Level 4 Behaviors
(Extensive Experience)
Provides strategic direction to the workforce in managing time to avoid low-value work.
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Level 5 Behaviors
(Mastery)
Monitors the performance of business units to determine and eliminate deviations from priorities.
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Summary of Technical Support Analyst III skills and competencies
There are 0 hard skills for Technical Support Analyst III.
11 general skills for Technical Support Analyst III, Customer Support, Remote Support, Technical Support, etc.
7 soft skills for Technical Support Analyst III, Attention to Detail, Time Management, Problem Solving, etc.
While the list totals 18 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 III, he or she needs to be skilled in Attention to Detail, be skilled in Time Management, and be proficient in Problem Solving.