11 general skills or competencies (Job family competencies) for Technical Support Analyst I
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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6 soft skills or competencies (core competencies) for Technical Support Analyst I
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)
Performs assigned responsibilities according to standard procedures and standards.
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Level 3 Behaviors
(Moderate Experience)
Implements a variety of cross-checking approaches and mechanisms.
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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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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)
Applies principles, habits, and skills in organizing schedules to manage time productively.
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Level 3 Behaviors
(Moderate Experience)
Demonstrates a willingness to abandon tasks or projects that prove to be of little value to the business.
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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)
Designs tools to efficiently organize and keep track of tasks in progress to boost productivity.
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Summary of Technical Support Analyst I skills and competencies
There are 0 hard skills for Technical Support Analyst I.
11 general skills for Technical Support Analyst I, Customer Support, Remote Support, Technical Support, etc.
6 soft skills for Technical Support Analyst I, Attention to Detail, Time Management, Initiative, etc.
While the list totals 17 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 I, he or she needs to be proficient in Attention to Detail, be proficient in Time Management, and be proficient in Initiative.