The Technical Support Specialist is responsible for providing technical support and expertise to end-users of software and hardware systems. The incumbent provides an effective diagnostic evaluation of customer needs and uses good judgment and timeliness to respond to and resolve each technical issue or inquiry to the user’s satisfaction.
Level 1: Has 0-2 years of progressive experience in technical support services. Demonstrates an ability to handle basic technical issues and refers more difficult issues to higher-level staff. Possesses a beginning working level of knowledge of subject matter involving the operation and repair of company software systems and hardware.
Level 2: Has 2-4 years of progressive experience in technical support services. Demonstrates an ability to handle an increasing level of moderately complex technical issues without assistance, but still refers some to higher-level staff.
Level 3: Has 4-6 years of progressive experience in technical support services. Demonstrates an ability to handle most complex issues, only having to refer some to higher-level staff. Possesses intermediate-level knowledge of subject matter involving the operation and repair of company software systems and hardware. Begins to demonstrate the ability to provide coaching and mentoring to other Support Specialists on the team.
Senior: Has 6+ years of progressively complex experience in technical support services. Possesses expert knowledge of subject matter involving the operation and repair of company software systems and hardware. Performs work with the highest degree of latitude and handles the most complex issues. Demonstrates an ability to provide leadership, coaching, and mentoring to other Support Specialists on the team. Coordinates referrals to technical, professional, or service personnel only when necessary.