Technical Specialist

RESPONSIBILITIES
- Product/Service Information

Lead teams that deliver product/service information; adhere to predefined messaging/positioning of product/service.
- Resolving Internal/External Customer Issues

Aggregate internal/external customer issues and collate the most commonly raised issues in order to create/develop response strategy.
- Operational Compliance

Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. OR Identify, within the team, patterns of non-compliance with the organization's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.
- Faults Diagnosis and Correction

Provide fault isolation and resolution for complex challenges to limit and address issues promptly.
- Internal/External Customer Needs Clarification

Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the internal/external customer; and ask relevant questions to evaluate the internal/external customer's level of interest and to identify and respond to areas requiring further information or explanation.
- Periodic Health Checks

Maintain and lead periodic check-ins with key internal/external customers to ensure they're receiving the most value from the product/service.
- Service-Related Upselling and Cross-selling

During service interactions, look for opportunities to bridge internal/external customer needs to additional products/services offered by the organization.
- Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Behavioral Competencies
- Customer Focus

Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can enable the organization to better meet customers' future needs. Frequently adjusts approach to ensure customer needs are met and to improve service.
- Tech Savvy
- Courage

Steps up to address difficult issues, saying what needs to be said. For example, readily shares own ideas and opinions on controversial topics; is comfortable with open debate and constructive criticism. Demonstrates clear conviction in adversity; persists courageously in difficult circumstances.

**Skills**:

- Strengthens Internal/External Customer Connections

Works with full competence to connect with internal/external customers to strengthen the relationship, meeting personal needs through positive internal/external customer experiences. Typically works without supervision and may provide technical guidance.
- Masters Service Conversations

Works with full competence to navigate internal/external customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance.
- Navigates Internal/External Customer Challenges

Works with full competence to navigate conversations in which the internal/external customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance.
- Leverages Digital Communications with Customers
- Service Into Sales

Works with full competence to recognize sales opportunities during service interactions to enhance overall internal/external customer service. Typically works without supervision and may provide technical guidance.
- Action Planning

Works without supervision and provides technical guidance when required on developing appropriate plans or performing necessary actions based on recommendations and requirements.
- Builds Internal/External Customer Loyalty

Works with full competence to make every internal/external customer interaction positive by leaving the internal/external customer feeling understood, appreciated, and confident in the organization's ability. Typically works without supervision and may provide technical guidance.
- Compliance Management

Works without supervision and provides technical guidance when required on achieving full compliance with applicable rules and regulations in management and/or operations.
- Computer Skills

Supports business processes without supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed.
- IT Testing
- Policy and Regulation
- Provides Technical Support

Work