Support Specialist KRA/KPI

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI)

1. Customer Support Management

KRA: Ensuring timely and effective resolution of customer queries and issues to maintain high satisfaction levels.

Short Description: Manage customer support operations for prompt query resolution.

• Response Time to Customer Queries
• Customer Satisfaction Score
• First Contact Resolution Rate
• Number of Escalated Cases

2. Technical Troubleshooting

KRA: Providing technical troubleshooting and guidance to customers for seamless product usage.

Short Description: Offer technical assistance to resolve customer issues effectively.

• Average Time to Resolve Technical Issues
• Rate of Successful Issue Resolution
• Customer Feedback on Technical Support
• Knowledge Base Utilization Rate

3. Product Knowledge Enhancement

KRA: Continuously updating and enhancing product knowledge to provide accurate information to customers.

Short Description: Stay updated with product developments for better customer assistance.

• Completion of Product Training Modules
• Accuracy of Product Information Provided
• Customer Feedback on Product Knowledge
• Knowledge Sharing with Team Members

4. Escalation Handling

KRA: Managing and resolving escalated customer issues efficiently to maintain customer loyalty.

Short Description: Handle escalated cases to ensure customer satisfaction and retention.

• Resolution Time for Escalated Cases
• Customer Retention Rate post Escalation
• Feedback from Customers after Escalation Resolution
• Escalation Rate Trend Analysis

5. Performance Reporting

KRA: Generating regular performance reports to analyze customer support metrics and identify areas for improvement.

Short Description: Create performance reports for insights and enhancements.

• Accuracy of Performance Reports
• Identification of Key Improvement Areas
• Implementation of Performance Improvement Actions
• Impact of Performance Enhancements on Customer Satisfaction

6. Training and Development

KRA: Conducting training sessions for team members to enhance their skills and knowledge in customer support.

Short Description: Provide training for skill development within the support team.

• Training Session Attendance Rates
• Skill Enhancement Feedback from Team Members
• Improvement in Team Performance post Training
• Knowledge Retention Rates from Training Sessions

7. Process Improvement

KRA: Identifying and implementing process improvements to optimize customer support operations.

Short Description: Enhance operational efficiency through process enhancements.

• Number of Process Improvement Suggestions Implemented
• Reduction in Average Query Resolution Time post Process Enhancements
• Customer Feedback on Process Improvements
• Team Adoption Rate of New Processes

8. Quality Assurance

KRA: Ensuring adherence to quality standards in customer interactions and resolutions.

Short Description: Maintain quality in customer interactions and issue resolutions.

• Quality Score of Customer Interactions
• Compliance with Response Time Standards
• Adherence to Escalation Handling Procedures
• Customer Feedback on Service Quality

9. Cross-Functional Collaboration

KRA: Collaborating with other teams for seamless issue resolution and customer satisfaction.

Short Description: Foster collaboration for holistic customer support solutions.

• Number of Successful Cross-Functional Collaborations
• Customer Feedback on Cross-Functional Support
• Reduction in Escalation Rates through Collaboration
• Team Feedback on Collaborative Efforts

10. Goal Achievement

KRA: Meeting and exceeding set performance goals to drive continuous improvement in customer support.

Short Description: Achieve and surpass performance targets for enhanced support services.

• Goal Achievement Rate
• Performance against Set KPI Targets
• Feedback from Supervisors on Goal Attainment
• Customer Satisfaction Impact of Goal Achievements

Real-Time Example of KRA & KPI

Handling Software Installation Issues

KRA: Ensuring timely resolution of software installation issues for customers.

• KPI 1: Average Time to Resolve Software Installation Issues
• KPI 2: Customer Feedback on Installation Support
• KPI 3: Rate of Successful Software Installations
• KPI 4: Accuracy of Installation Instructions Provided

Tracking these KPIs led to faster issue resolution, increased customer satisfaction, and improved product usability.

Key Takeaways

• KRA defines what needs to be done, whereas KPI measures how well it is done.
• KPIs should always be SMART (Specific, Measurable, Achievable, Relevant, Time-bound).
• Regular tracking and adjustments ensure success in Support Specialist role.

Generate content in this structured format with clear, concise, and measurable KPIs while maintaining professional readability.