Skills required for Phone Support Specialist and how to assess them

8 fundamental Phone Support Specialist skills and traits

The best skills for Phone Support Specialists include Active Listening, Clear Communication, Problem-Solving, Product Knowledge, Empathy, Time Management, Technical Proficiency and Adaptability.

Let’s dive into the details by examining the 8 essential skills of a Phone Support Specialist.

Active Listening

For a phone support specialist, active listening involves fully concentrating on the caller, understanding their concerns, and responding thoughtfully. This skill helps in accurately identifying the problem and providing an appropriate solution, ensuring the customer feels heard and valued.

Clear Communication

Phone support specialists must convey information in a straightforward and understandable way. Clear communication helps in minimizing misunderstandings and ensures that customers know exactly how their issues will be resolved, which enhances customer satisfaction.

Problem-Solving

This skill involves diagnosing problems quickly and developing effective solutions, often in real-time. For phone support specialists, problem-solving helps in efficiently addressing customer issues, leading to quicker resolution times and increased customer trust.

Check out our guide for a comprehensive list of interview questions.

Product Knowledge

Deep understanding of the products or services being supported is a must. This knowledge allows phone support specialists to provide accurate information, troubleshoot effectively, and escalate issues when necessary, ensuring customers get the help they need.

Empathy

Empathy involves understanding and sharing the feelings of others. Phone support specialists use empathy to connect with customers on a personal level, which can de-escalate tense situations and foster a positive customer experience.

Time Management

With multiple calls and issues to handle, prioritizing tasks is key. Time management helps phone support specialists handle calls efficiently, reducing wait times and ensuring that support resources are allocated effectively.

Technical Proficiency

Knowledge of phone systems, CRM software, and troubleshooting tools is essential. Technical proficiency enables phone support specialists to navigate systems quickly to assist customers effectively and update records accurately during the call.

Adaptability

Phone support specialists often face unpredictable situations. Adaptability allows them to adjust their approach to different customers and issues, ensuring that they can handle a variety of scenarios seamlessly.

7 secondary Phone Support Specialist skills and traits

The best skills for Phone Support Specialists include Attention to Detail, Patience, Multitasking, Cultural Sensitivity, Stress Management, Negotiation Skills and Basic IT Skills.

Let’s dive into the details by examining the 7 secondary skills of a Phone Support Specialist.

Attention to Detail

Accurately documenting customer interactions and data is important for follow-up and analysis. This skill helps ensure information integrity and supports better resolution of complex issues.

Patience

Handling customer complaints or confused callers requires calmness and patience. Being patient helps in managing expectations and reducing the stress of the callers, which can lead to more productive interactions.

Multitasking

Phone support often involves juggling multiple tasks, such as troubleshooting while updating records simultaneously. Multitasking helps specialists manage these demands without compromising on call quality or customer satisfaction.

Cultural Sensitivity

Interacting with customers from diverse backgrounds necessitates cultural sensitivity. This awareness makes interactions more respectful and effective, fostering a welcoming atmosphere for all customers.

Stress Management

The high-pressure environment of phone support can be demanding. Stress management techniques are essential for maintaining personal well-being and delivering consistent service quality.

Negotiation Skills

Sometimes phone support specialists need to negotiate solutions or manage a customer's expectations. Strong negotiation skills help in achieving satisfactory outcomes for both the company and the customer.

Basic IT Skills

Understanding basic IT principles and troubleshooting steps aids in resolving technical issues more effectively, providing customers with faster, more competent service.

How to assess Phone Support Specialist skills and traits

In the realm of customer support, Phone Support Specialists are the unsung heroes, balancing empathy with efficiency to resolve concerns and enhance customer satisfaction. Assessing the skills and traits of a Phone Support Specialist can seem complex due to the nuanced blend of both technical and interpersonal skills required for the role.

To accurately appraise these skills, a resume alone often falls short in conveying a candidate's ability to actively listen or solve problems under pressure. While conventional hiring processes may overlook the nuances of skills like empathy and adaptability, incorporating skills-based assessments allows for a more comprehensive evaluation.

With Adaface on-the-job skill tests, you can effectively identify candidates who thrive in high-pressure phone support roles, ensuring a 2x improvement in the quality of hires. These assessments target critical competencies such as clear communication, time management, and technical proficiency, substantially reducing screening time by 85%.

Let’s look at how to assess Phone Support Specialist skills with these 5 talent assessments.

Listening Comprehension Test

Listening Comprehension Test evaluates a candidate's ability to effectively understand, analyze, and process auditory information. The test uses scenario-based multiple-choice questions to assess skills in active listening, paraphrasing, distinguishing facts from opinions, and more.

The test checks skills like active listening, paraphrasing, and detecting emotional cues. Candidates are tested on understanding a speaker's intent and interpreting nonverbal communication. Additionally, the test assesses note-taking techniques and the ability to handle complex information.

Candidates who perform well demonstrate a strong ability in retaining information and accurately summarizing statements. They can distinguish facts from opinions effortlessly and excel in asking clarifying questions.

Communication Skills Test

Communication Skills Test evaluates a candidate's verbal and written communication skills, active listening, and interpersonal abilities. It provides insights into how candidates communicate with customers, colleagues, and stakeholders in diverse professional scenarios.

This test assesses communication skills, situational judgement, and critical thinking. It challenges candidates on their ability to process verbal reasoning and pay close attention to detail.

High-scoring candidates are adept at interpreting and responding to communication in various contexts. They excel in expressing themselves clearly and can efficiently navigate situational challenges.

Problem Solving Test

Problem Solving Test evaluates a candidate's ability to understand instructions, analyze data, and respond to complex problems or situations. The test provides insights into their problem-solving capability, learning agility, and coachability.

The test covers abstract reasoning, deductive and inductive reasoning, and critical thinking. It requires candidates to engage in data interpretation and logical reasoning to reach informed conclusions.

Successful candidates showcase proficiency in pattern matching and spatial reasoning. Their skills in these areas often correlate with their ability to efficiently tackle and solve challenging problems.

Time Management Test

Time Management Test evaluates a candidate's ability to manage their time effectively. The test focuses on prioritizing tasks, setting goals, and using time management techniques to maintain productivity.

This test covers areas such as prioritization techniques, task management, and time blocking. Candidates also explore delegation skills and methods to avoid procrastination.

Candidates who do well are skilled in maintaining focus and concentration, ensuring a good work-life balance. They're adept at scheduling tasks and managing deadlines to maximize productivity.

Technical Support Test

Technical Support Test assesses a candidate's understanding of IT infrastructure, troubleshooting, and communication skills. It involves multiple-choice questions on operating systems, networking, hardware, software support, and IT service protocols.

The test covers skills such as operating system fundamentals and networking concepts. It evaluates a candidate's ability to handle ITIL processes, manage user accounts, and utilize cybersecurity principles.

Candidates performing well are proficient in scripting languages and can handle real-world technical issues. Their expertise in customer service and problem-solving is also put to the test in simulated support scenarios.

Summary: The 8 key Phone Support Specialist skills and how to test for them

Phone Support Specialist skill	How to assess them
1. Active Listening	Observe if the specialist accurately captures and responds to customer needs.
2. Clear Communication	Evaluate how well the specialist articulates information to customers.
3. Problem-Solving	Assess the ability to diagnose and resolve customer issues promptly.
4. Product Knowledge	Check understanding and explanation of the product to assist customers.
5. Empathy	Determine if the specialist shows genuine concern for customer sentiments.
6. Time Management	Observe effective allocation of time to handle multiple calls.
7. Technical Proficiency	Evaluate competence in using support tools and resolving technical inquiries.
8. Adaptability	Assess responsiveness to unexpected changes and customer demands.

Phone Support Specialist skills FAQs

What is the importance of active listening in a Phone Support Specialist role?

Active listening enables Phone Support Specialists to understand customer concerns effectively. It involves paying close attention and providing feedback, ensuring the customer's needs are fully comprehended before responding.

How can recruiters assess problem-solving skills in candidates for phone support roles?

Recruiters can present hypothetical customer scenarios and ask candidates how they would resolve them. Assessing their logical process and solution helps gauge their problem-solving ability.

Why is product knowledge critical for Phone Support Specialists?

Product knowledge allows specialists to address customer queries accurately and confidently. Familiarity with the product ensures they provide correct information and troubleshooting steps.

What methods can be used to evaluate technical proficiency in support candidates?

Technical proficiency can be assessed by asking candidates to demonstrate their ability with relevant software or platforms. Practical tests can highlight their comfort level with necessary tech tools.

How does empathy impact the success of a phone support interaction?

Empathy involves understanding and relating to the customer's emotions, which builds rapport and trust. This can lead to a more positive customer experience and effective resolution.

What's the significance of cultural sensitivity in phone support?

Cultural sensitivity ensures that support interactions are respectful and considerate of diverse backgrounds. It helps prevent misunderstandings and enhances the overall customer experience.

How can you determine a candidate’s ability to multitask in a phone support role?

Candidates can be assessed through simulations where they handle multiple tasks simultaneously, such as addressing customer concerns while managing data entry. Observing their organization and focus is key.