7 general skills or competencies (Job family competencies) for Voice Communications Analyst IV
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)
Receives and answers customer calls to identify root cause of technical issues and concerns.
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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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7 soft skills or competencies (core competencies) for Voice Communications Analyst IV
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)
Makes a list of items without order or set of priorities.
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Level 3 Behaviors
(Moderate Experience)
Summarizes historical experience to find probable causes of the problem.
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Level 4 Behaviors
(Extensive Experience)
Leads brainstorming to encourage teammates to create new perspectives.
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Level 5 Behaviors
(Mastery)
Promotes the adoption of business intelligence analysis technology to drive strategic decisions.
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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)
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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Summary of Voice Communications Analyst IV skills and competencies
There are 0 hard skills for Voice Communications Analyst IV.
7 general skills for Voice Communications Analyst IV, Technical Support, Technical Troubleshooting, Local Area Networks, etc.
7 soft skills for Voice Communications Analyst IV, Analytical Thinking, Attention to Detail, Time Management, etc.
While the list totals 14 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 IV, he or she needs to be skilled in Analytical Thinking, be skilled in Attention to Detail, and be skilled in Time Management.