Technical Support Specialist KRA/KPI

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

1. Customer Support

KRA: Providing timely and effective technical support to customers to ensure their technical issues are resolved promptly.

Short Description: Customer issue resolution

• Customer satisfaction rating
• Average response time to customer queries
• Number of escalated issues resolved
• First call resolution rate

2. Technical Knowledge

KRA: Continuously updating and expanding technical knowledge to stay current with industry trends and provide accurate solutions.

Short Description: Technical expertise enhancement

• Completion of technical training programs
• Percentage increase in technical knowledge assessments
• Number of successfully resolved complex technical issues
• Accuracy of technical advice provided

3. Problem Solving

KRA: Identifying and resolving technical problems efficiently to minimize downtime and enhance customer experience.

Short Description: Problem resolution efficiency

• Percentage reduction in average problem resolution time
• Number of repeat technical issues resolved
• Positive feedback from customers regarding problem-solving skills
• Quality of post-resolution follow-up

4. Communication Skills

KRA: Maintaining clear and effective communication with customers to ensure understanding of technical solutions and build rapport.

Short Description: Customer communication proficiency

• Customer feedback on communication clarity
• Average customer interaction rating
• Number of positive customer testimonials related to communication
• Resolution confirmation rate through communication channels

5. Documentation and Reporting

KRA: Accurately documenting technical issues and resolutions for future reference and providing detailed reports on support activities.

Short Description: Documentation accuracy and reporting efficiency

• Completion rate of documentation tasks
• Accuracy of technical reports generated
• Adherence to documentation standards
• Feedback from team members on the usefulness of documentation

Real-Time Example of KRA & KPI

Example: Customer Support

KRA: Ensuring customer satisfaction through prompt resolution of technical issues.

• KPI 1: Average response time to customer queries reduced by 20%.
• KPI 2: Customer satisfaction rating increased by 15% within 3 months.
• KPI 3: Number of escalated issues resolved within 24 hours increased by 30%.
• KPI 4: Achieved 90% first call resolution rate.

These KPIs led to improved customer satisfaction scores and increased efficiency in issue resolution, resulting in higher quality support services.

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 Technical Support Specialist role.

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