Skills & Competencies for Technical Support Analyst III

Technical Support Analyst III job profile

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JOB SUMMARY for Technical Support Analyst III

Provides technical support to system users within an organization.

JOB RESPONSIBILITIES for Technical Support Analyst III

Evaluates user needs, defines technical problems, and works with engineering/development staff to determine solutions. Assists users in implementing solutions. Performs ongoing activities to maintain and enhance overall system performance.

Technical Support Analyst III SALARY RANGE

BASE 50%
$105,848
TOTAL 50%
$112,443
Job Level
P03
Job Code
IT10000006
Education/Degree
Bachelor's Degree
Reports To
Project Leader or Manager

Technical Support Analyst III Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Technical Support Analyst III skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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11 general skills or competencies (Job family competencies) for Technical Support Analyst III

1 Job Family Competencies – Customer Support
Proficiency Level -3
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)
Describes the process flow in delivering customer care support.
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Level 2 Behaviors
(Light Experience)
Documents customer interactions to track the promptness and effectiveness of provided resolutions.
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Level 3 Behaviors
(Moderate Experience)
Handles complex issues and inquiries of customers to avoid escalations and increase service.
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Level 4 Behaviors
(Extensive Experience)
Evaluates alternative service delivery mechanisms to satisfy customer requests and needs.
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Level 5 Behaviors
(Mastery)
Designs operational workflows to ensure quality technical support and positive customer feedback.
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2 Job Family Competencies – Remote Support
Proficiency Level -3
Skill definition-Leveraging support tools and software to provide remote and instant access in addressing issues on customers' device.
Level 1 Behaviors
(General Familiarity)
Describes the key principles in providing effective remote support.
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Level 2 Behaviors
(Light Experience)
Documents call notes to ensure capturing of data essential in remote support troubleshooting.
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Level 3 Behaviors
(Moderate Experience)
Executes policies and standards in providing remote support access to mitigate possible security risks.
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Level 4 Behaviors
(Extensive Experience)
Delivers training sessions on the best practices on remote access security to increase customer satisfaction.
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Level 5 Behaviors
(Mastery)
Builds and designs tools to optimize remote support capabilities and improve customer service.
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3 Technical Support Analyst III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Support Analyst III
Proficiency Level - 4
5 Competency for - Technical Support Analyst III
Proficiency Level - 5

7 soft skills or competencies (core competencies) for Technical Support Analyst III

1 Core Competencies – Attention to Detail
Proficiency Level -3
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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2 Core Competencies – Time Management
Proficiency Level -3
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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3 Technical Support Analyst III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Support Analyst III
Proficiency Level - 4
5 Competency for - Technical Support Analyst III
Proficiency Level - 5

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.

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