Técnico de servicio al cliente
Code 4222.1.A
This role has no official English translation yet; it is shown in Spanish.
El técnico de servicio al cliente es responsable de mantener un alto grado de satisfacción de los clientes, atendiendo las dificultades técnicas que se le presenten. Posee conocimientos profundos del servicio que brinda soporte y habilidades de comprensión y comunicación para facilitar soluciones efectivas a los clientes.
Essential skills
Knowledge
- cyber security
- concepts of telecommunications
- ICT network routing
- information security strategy
- ICT networking hardware
- ICT security legislation
- internal risk management policy
- ICT communications protocols
- ICT system user requirements
- ICT network cable limitations
- ICT network security risks
- telecommunication industry
- transmission technology
- ICT problem management techniques
- ICT recovery techniques
Skills and competences
- upgrade firmware
- analyse ICT system
- communicate with customers
- monitor system performance
- define security policies
- define technical requirements
- splice cable
- use communication equipment
- establish an ICT security prevention plan
- identify ICT system weaknesses
- install low voltage wiring
- install cable TV services
- interact with users to gather requirements
- keep task records
- operate call distribution system
- solve ICT system problems
- troubleshoot
- verify formal ICT specifications
Transversal competences
- address problems critically
- meet deadlines
- lead disaster recovery exercises
- educate on data confidentiality
- report test findings
- keep up with the latest information systems solutions
- operate electronic measuring instruments
- provide ICT consulting advice
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What to assess for this role
Technical knowledge can be verified with tests and references. What never shows up on a CV are the transversal competences, and they explain most failed hires. Before closing, it pays to measure them with a standardised battery.
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Sources
This service uses the ESCO classification of the European Commission and the Mapha Taxonomy developed by OTIC SOFOFA (CC BY 4.0), in an adapted version. Group codes come from the ILO's ISCO-08. See sources and licences