Support Career Framework: Customer Support Representative

Customer Support Representative

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Support Framework | Engineering Framework

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Customer Support Representatives at GitLab are expected to exhibit the following competencies:

• Leadership Competencies
• Technical Competencies
• Values Alignment

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Leadership Competencies

Engineering

• Assumes goodwill, seeks support and clarification of requirements.
• Capable of delivering work with clear requirements.
• Constructively raises concerns.
• Communicates in a clear, timely, and effective manner.
• Develops understanding of the organization structure and processes.

Technical Competencies

• Customer Support Experience and a desire to grow Customer Support skills.
• Ability to communicate basic workflows to customers and coworkers.
• Interest in or familiarity with the following:
  • Assisting with non product related licensing issues (expiry, lost licence, lost activation code).
  • Assisting field team with setting up customer contacts for trial support.
  • Assisting customer with contact management set up and maintenance.
  • Understanding the internal system architecture to help unblock data flow to support systems.
  • Assisting customers with storage and compute minute requests.
  • Assisting customers with authentication requests.
  • Managing GDPR requests.
• Learn and apply troubleshooting techniques to resolve customer issues via email and video conferencing.
• Support a mix of Self-managed and SaaS customers.
• Create and update documentation based on customer interactions.
• Remain up to date with relevant new product features and workflows.
• Suggest improvement to Support workflows.

Values Alignment

GitLab

• Adhere to the Collaboration Competencies for this job grade.
• Adhere to the Results Competencies for this job grade.
• Adhere to the Efficiency Competencies for this job grade.
• Adhere to the Diversity, Inclusion & Belonging Competencies for this job grade.
• Adhere to the Iteration Competencies for this job grade.
• Adhere to the Transparency Competencies for this job grade.