Managing customer service requests and support tickets

This capability involves managing customer service requests and support tickets in an efficient and effective manner, ensuring that all customer inquiries are addressed in a timely and satisfactory manner.

Beginner competence definition

At this level, support team members are able to receive and log customer service requests and support tickets, following established procedures and guidelines.

Intermediate competence definition

Intermediate-level support team members are able to prioritize and manage customer service requests and support tickets, ensuring that all inquiries are addressed in a timely manner. They may also make decisions and take actions independently, within established boundaries.

Advanced competence definition

Advanced support team members are ticket management experts, able to handle a high volume of customer inquiries while maintaining a high level of customer satisfaction. They also identify trends and opportunities for improvement in the ticket management process, using their expertise to drive positive change.