Support Career Framework: Customer Support Representative

Customer Support Representative



Support Framework | Engineering Framework


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


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