Roble - Job Analysis

Job Analysis Report
for the Position of
L2 Advanced Customer Specialist

For
Southeastern Global Services
October 10, 2019
Report Prepared by:
Rhodalyn Roble, RPm

Sunflower St., Ubalde, Agdao Davao 8000
09298424217
rhodalyn.roble15@gmail.com
Introduction and Purpose of the Study
The Purpose of the Job Analysis
The purpose of this study was to conduct a job analysis for the Position
of L2 Advanced Escalation Specialist For Southeastern Global Services.
Based upon information obtained during the study; it was found that L2
AES employees work in an indoor office environment along with fellow
L2 AES employees. They generally:
• Assist L1 agents in both consults and escalation calls.
• Cater VIP callers, dealers and partners.
• Issue feedback to L1 agents for coaching.
Job Analysis Facilitator
Rhodalyn Roble, RPm is the primary Job Analysis facilitator.
Job Analysis Process
Position Descriptions and Classification standards
The position of L2 Advanced Escalation Specialist consists of assisting L1

agents in both consult and escalation calls. L2 AES also caters VIP
callers, dealers and partners. In addition, L2 agents issue feedback to
L1 agents subject for team manager’s coaching.
L2 AES should master both billing and technical support. The position
requires minimum 1 year experience as technical support and good
communication skills in both written and oral
Subject matter expert (SME) input
During the job analysis, the SMEs documented the duties performed
and KSAOs needed by incumbents on the job. These inputs would be
discussed in the next sections of the study.
Data and information from 10 incumbent L2 AES employees who have
performed the functions of a L2 AES employee are included in this job
analysis.
Experience of Subject-Matter Experts
1-2 years 2-3 years 4-5 years

0 7 3
It is noted that Southeastern Global Services only started 5 years ago.
Age of Subject-Matter Experts
18 to 25 26 to 30 31 to 35 36 to 40 41 or more
years of age years of age years of age years of age years of age
4 3 1 1 1
Performance standards
Issue Resolution - Survey Feedback from customer about the resolution

of their concern.
Average handling time (AHT) - Total call time divided by number of
calls
QA (quality analyst) score - Score given by quality analysts during call
listening
Performance Metrics Target Score
Issue Resolution 70%
AHT 9 minutes
QA Score 85%
Occupational studies
Occupational Analysis and Group Processes for L2 AES.
Categories Examples
Values • Exhibits commitment to work
• Adheres to company’s rules
and regulations
Beliefs • ‘Hard work pays off’ mentality
• Providing good customer
service can positively affect the
company and self
Job Tasks and Competencies
Tasks
1. Converse effectively with a wide variety of people by telephone.

2. Accurately record customer interaction on the account.
3. Resolve both of the customer’s present concern and any potential
problem that may arise which the customer may not yet know of.
4. Resolve customer’s technical concerns by giving proper guidance
and relevant troubleshooting steps.
5. Give justifiable concessions based on the customer’s needs and
status.
6. Assess validity of complaints and determine possible root cause.
7. Educate customer about the root cause and resolution of the
problem.
8. Offer assistance proactively to fellow agents.
9. Issue feedback to L1 agents.
Competencies
1. The ability to comprehend ideas and information.

2. Detailed note taking.
3. Effective written communication.
4. The ability to perform basic math.
5. Skill of being a team player.
6. The ability to speak clearly and effectively so that others will
understand.
7. The ability to listen and understand by being attentive and properly
interpreting and responding to verbal communication.
8. The ability to quickly and accurately solve problems
9. The ability to be logical in finding alternative solutions.
10. The ability to learn and retain information.
11. The ability to convince others.
12. The ability to identify which things to prioritize.
13. The ability to handle stressful situations while maintaining a high
level of performance and professionalism.
14. The ability to simultaneously perform two or more job-related tasks .
15. The ability to understand the implications of new information for
both current and future problemsolving and decision-making.
16. Knowledge of company’s products, processes and policies.
17. The skill of timeliness.
18. Ability to take and learn from constructive feedback in a positive
way.
19. Ability to project a positive image of the company and its
employees at all times.
20. Ability of showing initiative, sharing knowledge and motivating
others.
Critical Tasks and Competencies
Critical Tasks
1. Resolve both of the customer’s present concern and any potential

problem that may arise which the customer may not yet know of.
2. Resolve customer’s technical concerns by giving proper guidance
and relevant troubleshooting steps.
3. Educate customer about the root cause and resolution of the
problem.
4. Offer assistance proactively to fellow agents.
5. Issue feedback to L1 agents.
Critical Competencies
1. The ability to comprehend ideas and information.

2. Effective written communication.
3. Skill of being a team player.
5. The ability to quickly and accurately solve problems
6. The ability to handle stressful situations while maintaining a high level
of performance and professionalism.
7. The ability to understand the implications of new information for both
current and future problem solving and decision-making.
9. Ability to project a positive image of the company and its
employees at all times.
10. Ability of showing initiative, sharing knowledge and motivating
others.
Knowledge, Skill and Ability to Job Tasks Linkage
Numbers under Job Tasks indicate tasks associated with KSAOs.
KSAOs Job Tasks

1. The ability to comprehend ideas and information. 1, 2, 3, 4,
5, 6
2. Detailed note taking. 2, 5, 9
3. Effective written communication. 2, 3, 5, 7,9
4. The ability to perform basic math. 5
5. Skill of being a team player. 8
6. The ability to speak clearly and effectively so that 1, 4, 7

others will understand.
7. The ability to listen and understand by being attentive 1, 3, 4, 5,

and properly interpreting and responding to verbal 6, 7
communication.
8. The ability to quickly and accurately solve problems 1, 3, 4, 5,
6, 7
9. The ability to be logical in finding alternative solutions. 1, 3, 4, 5,

6, 7
10. The ability to learn and retain information. 3, 4, 6, 7
11. The ability to convince others. 1, 3, 4, 7,

8
12. The ability to identify which things to prioritize. 3, 4, 7, 9
13. The ability to handle stressful situations while 1, 3, 4, 5,

maintaining a high level of performance and 6, 7, 8
professionalism.
14. The ability to simultaneously perform two or more 2, 4, 8, 9
job-related tasks .
15. The ability to understand the implications of new 2, 3, 4, 5,

information for both current and future problem 6, 7, 8
solving and decision-making.
16. Knowledge of company’s products, processes and 1, 2, 3, 4,
policies. 5, 6, 7, 8,
9
17. The skill of timeliness. 2, 3, 4, 7,
9
18. Ability to take and learn from constructive feedback in 5, 9
a positive way.
19. Ability to project a positive image of the company 1, 2, 3, 4,

and its employees at all times. 5, 6, 7, 8,
9
20. Ability of showing initiative, sharing knowledge and 1, 3, 4, 7,
motivating others. 8, 9
Selective and Quality Rating Factors
Selective Factors and Justification

Verbal communication is one of the key factors of an L2 representative.
It is expected that L2 agents are masters of comprehension and
communication. This selective factor can be assessed during the
interviews the applicant will need to go through in order to be hired.

Since L2 agents are the highest point of escalation and are
representing the company as a whole, they are expected to be very
knowledgeable of the company. This is the reason why we require
minimum of 1 year experience in technical support. Once hired, they
will go through intensive CSR Training.

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Job Analysis Report

for the Position of

L2 Advanced Customer Specialist

Southeastern Global Services

October 10, 2019

Report Prepared by:

Rhodalyn Roble, RPm

The Purpose of the Job Analysis

Job Analysis Facilitator

Rhodalyn Roble, RPm is the primary Job Analysis facilitator.

Job Analysis Process

Position Descriptions and Classification standards

The position of L2 Advanced Escalation Specialist consists of assisting L1

Experience of Subject-Matter Experts

1-2 years 2-3 years 4-5 years

It is noted that Southeastern Global Services only started 5 years ago.

Age of Subject-Matter Experts

Issue Resolution - Survey Feedback from customer about the resolution

Job Tasks and Competencies

1. Converse effectively with a wide variety of people by telephone.

1. The ability to comprehend ideas and information.

1. Resolve both of the customer’s present concern and any potential

1. The ability to comprehend ideas and information.

Numbers under Job Tasks indicate tasks associated with KSAOs.

KSAOs Job Tasks

2. Detailed note taking. 2, 5, 9

3. Effective written communication. 2, 3, 5, 7,9

4. The ability to perform basic math. 5

5. Skill of being a team player. 8

6. The ability to speak clearly and effectively so that 1, 4, 7

7. The ability to listen and understand by being attentive 1, 3, 4, 5,

9. The ability to be logical in finding alternative solutions. 1, 3, 4, 5,

10. The ability to learn and retain information. 3, 4, 6, 7

11. The ability to convince others. 1, 3, 4, 7,

12. The ability to identify which things to prioritize. 3, 4, 7, 9

13. The ability to handle stressful situations while 1, 3, 4, 5,

15. The ability to understand the implications of new 2, 3, 4, 5,

19. Ability to project a positive image of the company 1, 2, 3, 4,

Selective and Quality Rating Factors

Selective Factors and Justification

1. The ability to listen and understand by being attentive and properly

2. Knowledge of company’s products, processes and policies.

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