11 general skills or competencies (Job family competencies) for Technical Support Manager
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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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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14 soft skills or competencies (core competencies) for Technical Support Manager
Skill definition-Proactively defining, analyzing, and streamlining existing business processes within an organization to meet new quotas or standards of quality.
Level 1 Behaviors
(General Familiarity)
Lists the key benefits and effects of business process improvement.
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Level 2 Behaviors
(Light Experience)
Identifies the constraints causing bottlenecks in our production.
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Level 3 Behaviors
(Moderate Experience)
Pinpoints extraneous steps and sub-steps within the process that don't seem to serve a purpose.
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Level 4 Behaviors
(Extensive Experience)
Monitors and evaluates the success or failure of the changes implemented.
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Level 5 Behaviors
(Mastery)
Promotes the automation of processes to minimize the number of manual steps and errors.
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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)
Identifies our internal and external sources for the SOPs we need.
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Level 2 Behaviors
(Light Experience)
Participates in the implementation of new SOPs and enhancement of existing ones.
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Level 3 Behaviors
(Moderate Experience)
Maintains the accuracy of SOPs to provide consistent guidance in our workplace.
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Level 4 Behaviors
(Extensive Experience)
Leverages the use of SOPs to solve business and operation problems.
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Level 5 Behaviors
(Mastery)
Keeps abreast of industry regulation and its effect on our internal SOPs.
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Summary of Technical Support Manager skills and competencies
There are 0 hard skills for Technical Support Manager.
11 general skills for Technical Support Manager, Customer Support, Remote Support, Service Delivery, etc.
14 soft skills for Technical Support Manager, Business Process Improvement, Standard Operating Procedures (SOP), Budgeting, etc.
While the list totals 25 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 Manager, he or she needs to be proficient in Business Process Improvement, be skilled in Standard Operating Procedures (SOP), and be proficient in Budgeting.