7 general skills or competencies (Job family competencies) for Voice Communications Analyst II
Skill definition-Offering hands-on assistance and solutions to end-users in addressing and troubleshooting technical issues.
Level 1 Behaviors
(General Familiarity)
Lists the step-by-step process of the back-end system as it relates to technical support.
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Level 2 Behaviors
(Light Experience)
Provides first-level support in addressing basic technical issues and requests.
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Level 3 Behaviors
(Moderate Experience)
Researches technical developments to adapt new tools and drive seamless technical support delivery.
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Level 4 Behaviors
(Extensive Experience)
Recommends improvements to current technologies and methods to improve the quality of technical support.
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Level 5 Behaviors
(Mastery)
Forecasts future trends in technical support services to create new approaches in handling customer concerns.
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Skill definition-Utilizing the latest approaches and advanced tools to anticipate, diagnose, and resolve technical issues and concerns.
Level 1 Behaviors
(General Familiarity)
Lists the functions and features of system tools used in technical troubleshooting.
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Level 2 Behaviors
(Light Experience)
Works with tracking software to collect and isolate technical issues for troubleshooting.
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Level 3 Behaviors
(Moderate Experience)
Uses troubleshooting techniques to resolve technical problems at a high scope and complexity.
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Level 4 Behaviors
(Extensive Experience)
Sets standards and metrics in evaluating and ensuring the consistency of technical troubleshooting.
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Level 5 Behaviors
(Mastery)
Establishes techniques and procedures to ensure seamless delivery of technical troubleshooting and support.
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6 soft skills or competencies (core competencies) for Voice Communications Analyst II
Skill definition-Gathering, organizing, and analyzing information to identify the root cause of organizational problems and develop alternative solutions accordingly.
Level 1 Behaviors
(General Familiarity)
Lists skills, traits, and characteristics of analytical thinkers.
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Level 2 Behaviors
(Light Experience)
Illustrates logical relationships among diverse entities.
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Level 3 Behaviors
(Moderate Experience)
Investigates analytical thinking tools and incorporates them accordingly.
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Level 4 Behaviors
(Extensive Experience)
Guides others to analyze all factors and parameters that need to be considered.
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Level 5 Behaviors
(Mastery)
Investigates industry trends and adjusts our business's strategy accordingly.
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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)
Uses checklists to ensure that information goes out error-free.
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Level 3 Behaviors
(Moderate Experience)
Suggests solutions to issues that arise while executing the tasks.
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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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Summary of Voice Communications Analyst II skills and competencies
There are 0 hard skills for Voice Communications Analyst II.
7 general skills for Voice Communications Analyst II, Technical Support, Technical Troubleshooting, Local Area Networks, etc.
6 soft skills for Voice Communications Analyst II, Analytical Thinking, Attention to Detail, Time Management, etc.
While the list totals 13 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 Voice Communications Analyst II, he or she needs to be proficient in Analytical Thinking, be proficient in Attention to Detail, and be proficient in Time Management.