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)
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
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)
Cites basic business process improvement techniques and processes.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in preparing flow charts to visualize each step in the new workflow.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Consults in the identification and resolution of process issues.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Defines the best ways to align our new processes with the desired outcomes.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs various tools to be used for the business process improvement efforts.
See 4 More Skill Behaviors
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)
Discusses the considerations and concerns on applying SOP for the first time.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Documents the SOP drafts and outlines for final approval.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Implements the use of SOP throughout our business to drive efficiency.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Enhances the SOP management system to improve efficiency and user experience.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs a Standard Operating Procedure (SOP) strategy to align with our business objectives.
See 4 More Skill Behaviors
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.