Troubleshooting and resolving customer issues

This capability is the ability to diagnose and resolve customer issues, using technical knowledge and problem-solving skills.

Beginner competence definition

At the beginner level, support team members are able to follow established procedures and guidelines to resolve simple issues. They may also escalate more complex issues to a higher level of support.

Intermediate competence definition

At this level, support team members are able to diagnose and resolve a wider range of customer issues, using their technical knowledge and problem-solving skills. They can also provide guidance and support to other team members, sharing their expertise and experience.

Advanced competence definition

Advanced support team members are technical experts, able to quickly and effectively diagnose and resolve even the most complex customer issues. They can identify and resolve systemic issues, using their deep understanding of the system and processes to drive continuous improvement.