Provides first line of support, coordination of services, problem resolution and/or recommendations on selected products and services.
Responsibilities
- Addressing minor coverage issues and resolving minor complaints. Ensuring all customer communication is clearly documented.
- Answering inbound customer service inquiries. Providing health analysis or troubleshooting and redirecting them when appropriate.
- Identifying issues and determining appropriate course of action for effective resolution.
- Processing results from analysis of technical data
- Understand prime product or component health or status, if action is needed, and required next steps.
Skill Descriptors
- Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
- Level Extensive Experience:
- Facilitates creation of the right products and services to resolve customer business issues.
- Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
- Advises others on creating customer focused environments in various scenarios.
- Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
- Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
- Communicates and models the criticality of customer focus as an organizational strategy.
Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
- Level Working Knowledge:
- Follows proper data gathering and analysis processes and policies.
- Reports problems that arise in the data collection process.
- Participates in gathering and analyzing an organizations data based on requirements.
- Documents data from various sources and in various formats.
- Utilizes basic data collection and evaluation tools and techniques.
- Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
- Level Working Knowledge:
- Provides a quality of service that customers describe as excellent.
- Resolves common customer problems.
- Responds to unexpected customer requests with a sense of urgency and positive action.
- Provides direct service to internal or external customers.
- Documents customer complaints in a timely manner.
- Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
- Level Working Knowledge:
- Explains the requirements, deliverables, costs, and criticalities of the assignment.
- Participates in developing consulting opportunities or assignments.
- Uses formal and informal means to keep client informed on progress and issues.
- Carries out the agreed-upon consulting assignment in a professional manner.
- Documents clients objectives and project scope.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
- Level Working Knowledge:
- Delivers helpful feedback that focuses on behaviors without offending the recipient.
- Listens to feedback without defensiveness and uses it for own communication effectiveness.
- Makes oral presentations and writes reports needed for own work.
- Avoids technical jargon when inappropriate.
- Looks for and considers non-verbal cues from individuals and groups.
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
- Level Extensive Experience:
- Ensures capture of lessons to be learned from a problem-solving effort.
- Organizes potential problem solvers and leads problem resolution efforts.
- Uses varying problem-solving approaches and techniques as appropriate.
- Contributes to standard practices for problem-solving approaches, tools, and processes.
- Analyzes and synthesizes information and devises alternative resolution strategies.
- Develops successful resolutions to critical or wide-impact problems.
