Tools, Frameworks & Implementation Proficiency Topics
Practical proficiency with industry-standard tools and frameworks including project management (Jira, Azure DevOps), productivity tools (Excel, spreadsheet analysis), development tools and environments, and framework setup. Focuses on hands-on tool expertise, configuration, best practices, and optimization rather than conceptual knowledge. Complements technical categories by addressing implementation tooling.
Customer Support Software and Technology Platforms
Develop proficiency in understanding modern customer support technology. Know the major platforms (Zendesk, Salesforce Service Cloud, Intercom, Freshdesk) and their core capabilities: ticket routing, SLA tracking, multi-channel integration (phone, email, chat), knowledge base management, reporting dashboards, and automation features. For platforms you've used, be specific about functionality, benefits, and limitations. Discuss how technology enables or constrains customer service quality. Understand the difference between single-channel systems and omnichannel approaches and implications for customer experience.
Technology Implementation and Tool Selection
Focuses on evaluating, selecting, implementing, and optimizing software tools and platforms across functions. Key skills include requirements gathering and stakeholder alignment, vendor shortlisting and proof of concept or pilot strategies, integration and API considerations, data migration and data quality management, configuration and customization, project planning and execution, training and enablement, adoption monitoring and change management, success metrics and ROI analysis, and post implementation optimization and governance. Applies to CRMs, ticketing systems, knowledge bases, analytics platforms, and general operational tools.