Contents QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR ELECTRONICS INDUSTRY. What are? Occupational Standards(OS)? Introduction

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1 QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR ELECTRONICS INDUSTRY What are? Occupational Standards(OS)? OS describe what individuals need to do, know and understand in order to carry out a particular job role or function OS are performance standards that individuals must achieve when carrying out functions in the workplace, together with specifications of the underpinning knowledge and understanding Contact Us: ESSCI, New Delhi Electronics Sector Skills Council of India 422, Okhla Industrial Estate, Phase-III, New Delhi info@essc-india.org Contents 1. Introduction and Contacts.P1 2. Qualifications Pack....P2 3. OS Units......P3 4. Glossary of Key Terms.P19 5. Nomenclature for QP & OS P21 Qualifications Pack- Remote Helpdesk Technician SECTOR: ELECTRONICS SUB-SECTOR: IT Hardware OCCUPATION: After Sales Support REFERENCE ID: ELE/Q4604 ALIGNED TO: NCO-2004/ Introduction Remote Helpdesk Technician: Also called Remote Resolution Executive, the Remote Helpdesk Technician provides customer support via telephone by identifying, trouble shooting and resolving the technical queries. Brief Job Description: The individual at work is responsible for receiving, understanding and resolving customer s technical queries through telephone. The individual receives the customer query from customer-care centre and then interacts with customer to identify the problem, understand the cause, to trouble shoot and resolve the queries. Personal Attributes: The job requires the individual to have: ability to develop customer confidence while talking on phone; patience and positive attitude towards work to listen to diverse set of customers. 1

2 Job Details Qualifications Pack For Remote Helpdesk Technician Qualifications Pack Code ELE/Q4604 Job Role Remote Helpdesk Technician Credits(NVEQF/NVQF/NSQF) [OPTIONAL] TBD Version number 1.0 Sector Electronics Drafted on 24/11/13 Sub-sector IT Hardware Last reviewed on 24/12/13 Occupation After Sales Support Next review date 23/12/14 Job Role Role Description NVEQF/NVQF level Minimum Educational Qualifications* Maximum Educational Qualifications* Training (Suggested but not mandatory) Experience Applicable National Occupational Standards (NOS) Remote Helpdesk Technician Also called Remote Resolution Executive Receiving and understanding customer s queries and resolving related problem technical through telephone 3 Minimum educational qualification: Diploma Maximum educational qualification: B. E. Not applicable 2 years in repair and customer handling for Diploma Compulsory: 1. ELE/N4606 Engage with customer on telephone 2. ELE/N4608 Diagnose, troubleshoot and resolve problems 3. ELE/N0009 Coordinate with colleagues Optional: Not applicable Performance Criteria As described in the relevant OS units 2

3 ELE/N4606 Engage with customers on telephone Overview This unit is about engaging with the customers who have called Customer-care Centre for registering complaints on concerns with their hardware equipment. 3

4 National Occupational Standard ELE/N4606 Unit Code Unit Title (Task) Description Scope Engage with customers on telephone ELE/N4606 Engage with customers on telephone This OS unit is about engaging with customers who have called the customer care centre for registering complaints on concerns relating to their hardware equipment This unit/ task covers the following: Understand the work requirement Engage with the customer on phone Collect customer information on phone Start interacting with customer on phone Record the customer details and document the call Achieve productivity targets set by the company Performance Criteria(PC) w.r.t. the Scope Element Understanding work requirement Engaging with Customers Collecting customer information on phone Performance Criteria PC1. receive instructions on daily target from superior PC2. receive instructions on handling specific customer with unresolved queries PC3. check customer care database for number of calls to be attended on a day and type of queries PC4. coordinate with repair centre or field technician for specific queries PC5. receive training on latest versions of products/ technology and software PC6. call the customer or receive the customer call PC7. greet the customer and welcome the customer for customer care centre as per company s script PC8. introduce self and enquire about customer s queries PC9. be polite and patient PC10. build customer confidence by following telephone etiquette as per company s policy PC11. accurately assess the customer s requirement(s) PC12. make the customer comfortable by appropriately greeting and welcoming PC13. ensure there are no customer complaint on engagement aspect PC14. collect customer information such as name, account number, hardware serial no. PC15. ask customer s identity related questions such as name, date of birth, , phone no. and reference no. of annual maintenance contract (AMC) PC16. ask for relevant documents to be sent if current address or identity does not match with existing database PC17. inform customers about time-to-wait while checking for customer details in the database 4

5 ELE/N4606 Starting interaction with customer on phone Recording customer details Productivity Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company / organization and its processes) B. Technical Knowledge Engage with customers on telephone PC18. educate customer on relevant customer care policy of company PC19. inform customers about any new customer benefit policy / scheme introduced by company such as online customer care, registering query through SMS PC20. respond to all customer enquiries PC21. summarise and confirm all the information collected from customer for mutual agreement on the nature or problem and likely causes PC22. record the customer and call details as per company policy PC23. document the customer details in the company s ERP software for future tracking and reference PC24. provide query reference number to customer for future references PC25. make no mistakes in capturing customer s details PC26. rectify incorrect details in existing database to extent allowed by company policy PC27. accurately record customer query for future references PC28. achieve the target set for number of calls to attend in a period of time PC29. achieve the target set on number of calls to be closed successfully PC30. win customer s confidence on company s service standards The individual on the job needs to understand: KA1. company s policies on: customer care KA2. company s code of conduct KA3. organisation culture and typical customer profile KA4. company s reporting structure KA5. company s documentation policy KA6. company s line of business and product offerings KA7. company s Human Resource and performance evaluation policy KA8. internal process system such as ERP followed in the organisation The individual on the job needs to know and understand: KB1. company s products and recurring problems reported KB2. how to communicate with customers in order to put them at ease KB3. basic electronics of system hardware KB4. hardware maintenance KB5. functions of electrical and mechanical parts/ modules KB6. behavioural aspects and etiquette to be followed at customer s interaction KB7. relevant reference sheets, manuals and documents to be used at work KB8. internal process system and their usage KB9. different models of after sales support provided by the company and KB10. different types of customer and the after sales support provided to them 5

6 ELE/N4606 Skills (S) A. Core Skills/ Generic Skills Engage with customers on telephone Reading, writing and computer skills The individual on the job needs to know and understand how to: SA1. read the customer information from the database SA2. read text manuals regarding the hardware equipment issues SA3. to record the customer query details in the query log B. Professional Skills Interpersonal skills The individual on the job needs to know and understand how to: SB1. develop a rapport with customers SB2. listen carefully and interpret their requirement SB3. suggest customer on possible solutions Communication skills The individual on the job needs to know and understand how to: SB4. seek inputs at assess the problems SB5. put the customer at ease and suggest solutions SB6. communicate in English and local language SB7. educate on precautions to be taken during the hardware usage for better utilisation Telephone etiquette The individual on the job needs to know and understand: SB8. significance of following telephone etiquettes while interacting with customers SB9. importance of being patient and courteous with all types of customers SB10. being polite and courteous under all circumstances System operation skills The individual on the job needs to know and understand how to: SB11. operate computer and internet SB12. use and understand Microsoft package SB13. operate company s internal process software such as ERP for recording and documenting the customer call 6

7 ELE/N4606 Engage with customers on telephone NOS Version Control NOS Code ELE/N4606 Credits(NVEQF/NVQF/NSQF) [OPTIONAL] TBD Version number 1.0 Industry Electronics Drafted on 24/11/13 Industry Sub-sector IT Hardware Last reviewed on 24/12/13 Next review date 23/12/14 7

8 ELE/N4608 Diagnose, troubleshoot and resolve the customer query on call Overview This unit is about diagnosing the technical query raised by customers, perform troubleshooting and resolve the queries through telephone. 8

9 National Occupational Standard ELE/N4608 Diagnose, troubleshoot and resolve the customer query on call Unit Code ELE /N4608 Unit Title (Task) Diagnose, troubleshoot and resolve the customer query on call Description This OS unit is about diagnosing the technical query raised by customers, perform troubleshooting and resolve the queries through telephone. Scope This unit/ task covers the following: Receive the customer query Diagnose the problem by interacting with customer Identify the cause of problem Provide possible solutions for the query Close the call Interact with other departments regarding customer query: Record and document the call Performance Criteria(PC) w.r.t. the Scope Element Receiving customer s query Diagnosing problem Identifying cause of problem Performance Criteria PC1. receive the customer query details from Customer Care Centre PC2. develop basic understanding about the customer s query PC3. get customer details, equipment reference information, warranty coverage, service coverage and other relevant details for query resolutions PC4. use the company s system (internal ERP software) to get customer details and update the query in query log PC5. communicate to accurately gather required information PC6. identify correctly the problem first time to close the call within specified turnaround time (TAT) PC7. identify whether the issue is software or hardware related PC8. ask the customer regarding the complaint registered and listen carefully PC9. ask both open and close ended questions to understand the concerns PC10. interpret symptoms and relate to likely problem areas PC11. ask probing questions to customers to identify the problem PC12. broadly identify the area of software or hardware malfunction PC13. find the root cause of the problem PC14. decide to provide appropriate solution PC15. record all the symptoms and identify problems such as cooling fan not working, SMPS fault, Print head problem, broken switch PC16. guide the customer step-by-step on what function to be performed in the system in order to diagnose PC17. visualise what is happening in the system by interacting with customers PC18. ask relevant questions to understand the software level issues faced such as operating system corrupted, mistakenly installing a malware 9

10 ELE/N4608 Diagnose, troubleshoot and resolve the customer query on call PC19. ask relevant questions to customers to understand the hardware issues, for example whether there is display issue; audio issue; not booting; printer heed not working PC20. understand from customer on operating environment such as voltage fluctuation, customer negligence while handling the system Providing solutions Interacting with other departments Closing the call and recording customer details PC21. decide whether the query can be closed or resolved on phone PC22. provide technical assistance such as reinstalling the operating system, uninstalling the malware, modifying the system configuration settings, reinstalling the driver software for software and system related issues PC23. guide customers to check configuration settings to check the functioning of hardware and connection PC24. guide customers to use special software that would diagnose and resolve common issues PC25. educate about not using pirated or unlicensed software versions PC26. identify hardware related problems and transfer to field service team if it can be resolved only y visiting customer s premises PC27. inform customers on the field-service department that would resolve the query and the estimated time period for resolution PC28. close the problems during the first call and avoid repeat / multiple calls for closure PC29. resolve problems for the targeted number of calls per day or month PC30. resolve problems within specified time per customer without wasting time of unrelated questioning or remote operations PC31. avoid rework or further complaints from customer on the same technical issue PC32. satisfy the customer with the solution and receive positive feedback from the customer PC33. document the resolution for future references PC34. achieve the target on number of call closures PC35. interact with customer care department to get customer and basic query details PC36. coordinate with field team and assign them on the query by providing all details on component failure, spares to be carried, etc PC37. interact with customer care centre if there are any wrong transfer and educate them PC38. accurately decide on requirement transferring the query to field service team PC39. avoid wrong transfer of queries to other department PC40. brief field technician accurately provide to enable smooth resolution without the need for repeating the entire process with customer PC41. check with customer about problems resolved PC42. achieve 100% customer on satisfaction and rework if necessary PC43. educate the customer on best way of using the equipment to avoid 10

11 ELE/N4608 Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company / organization and its processes) Diagnose, troubleshoot and resolve the customer query on call problems recurring in future PC44. provide query reference number to customer for future references PC45. document the problems resolved and those transferred to field service PC46. record call status: open or closed PC47. record any specific external environment that may help identify cause of problems recurring in future PC48. record any query/ detail for which customer has to be called back PC49. provide clear picture of problems encountered earlier on the same product and resolution provided PC50. accurately document all customer and query details for future reference The individual on the job needs to know and understand: KA1. company s policies on: customer care KA2. company s code of conduct KA3. organisation culture and typical customer profile KA4. company s reporting structure KA5. company s documentation policy KA6. company s line of business and product offerings KA7. company s Human Resource and performance evaluation policy KA8. internal process system such as ERP followed in the organisation KA9. organisation s Customer Relationship Management (CMR) policy B. Technical Knowledge The individual on the job needs to know and understand: KB1. basic electronics involved in the hardware KB2. different types of IT hardware products and their operating systems KB3. different types of peripherals KB4. functions of electrical and mechanical parts/ modules KB5. typical customer profile KB6. company s portfolio of products and that of competitors KB7. different modules in multiple IT hardware equipments, for example in computers,smps, drivers, hard disk, battery, mother board KB8. components and their basic function in various modules in the hardware KB9. Basics of repair of hardware KB10. how to use reference manuals KB11. the use of typical Microsoft office package versions KB12. voltage and power requirement for different hardware devices KB13. memory, input, output and storage devices KB14. how to operate the system and other hardware peripherals KB15. controls of different peripherals, storage and networking devices KB16. different models of after sales support such as in house, AMC, Franchisee and their details KB17. quality standards to be followed Skills (S) [Optional] A. Core Skills/ Reading, writing and computer operations skills The individual on the job needs to know and understand how to: 11

12 ELE/N4608 Diagnose, troubleshoot and resolve the customer query on call Generic Skills SA1. read the customer information from the database SA2. read text manuals regarding the hardware equipment issues SA3. record the customer query details in the query log Teamwork and multitasking B. Professional Skills Interpersonal skills The user/individual on the job needs to know and understand how: SA1. to share work load as required SA2. to achieve the targets given on number of calls and closure SA3. to work with Customer Care as well as Field Technicians The individual on the job needs to know and understand how to: SB1. develop a rapport with customers on phone SB2. listen carefully and interpret their requirement SB3. to suggest customer on possible solutions Hardware equipment operation and repairing The individual on the job needs to know and understand: SB4. how to operate different IT hardware such as desktops, printer, scanner, network devices SB5. physical modules, components and internal software associated with these hardware equipment SB6. In-depth product operation and use of the specific product handled example, for printer one should know about type of printers such as dot matrix, Ink jet and Laser jet, printer technologies, printer parts, opening & assembling of printer, error codes, print server configuration, etc. SB7. basic repair works performed in these equipment Communication skills The individual on the job needs to know and understand how to: SB8. seek inputs at assess the problems SB9. put the customer at ease and suggest solutions SB10. communicate in local language SB11. educate on precautions to be taken during the hardware usage for better utilisation Telephone etiquette The individual on the job needs to know and understand: SB12. significance of following telephone etiquette while interacting with customers SB13. importance of being patient and courteous with all types of customers SB14. being polite and courteous under all circumstances SB15. how to build customer s confidence Critical thinking The user/individual on the job needs to know and understand how: 12

13 ELE/N4608 Diagnose, troubleshoot and resolve the customer query on call SB16. to spot process disruptions and delays SB17. to report on any customer concerns to superiors without delay Decision making The user/individual on the job needs to know and understand how: SB18. to decide on query resolution and call closure of non technical queries SB19. to decide on the department the query needs to be transferred for right resolution Interpreting skills The user/individual on the job needs to know and understand how: SB20. to ask relevant questions to deduct the problem in hardware equipment SB21. interpret the concerns and provide possible solutions to the customer 13

14 ELE/N4608 Diagnose, troubleshoot and resolve the customer query on call NOS Version Control NOS Code ELE/N4608 Credits(NVEQF/NVQF/NSQF) [OPTIONAL] TBD Version number 1.0 Industry Electronics Drafted on 24/11/13 Industry Sub-sector IT Hardware Last reviewed on 24/12/13 Next review date 23/12/14 14

15 ELE/N0009 Coordinate with colleagues Overview This unit is about the individual s level of communication with colleagues and other departments within the organisation. It determines the ability to work as a team member to achieve the required deliverables on schedule. 15

16 National Occupational Standard ELE/N0009 Unit Code Unit Title (Task) Description Scope Coordinate with colleagues ELE/N0009 Coordinate with colleagues This OS unit is about communicating with colleagues and seniors in order to achieve smooth work flow This unit/ task covers the following: Interact with supervisor or superior Coordinate with colleagues Performance Criteria(PC) w.r.t. the Scope Element Interacting with supervisor Coordinating with colleagues Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company / organization and its processes) Performance Criteria PC1. understand and assess work requirements PC2. understand the targets and incentives PC3. understand new operating procedures and constraints PC4. report problems in the field PC5. resolve personnel issues PC6. receive feedback on work standards and customer satisfaction PC7. communicate any potential hazards at a particular location PC8. meet given targets PC9. deliver work of expected quality despite constraints PC10. receive positive feedback on behaviour and attitude shown during interaction PC11. interact with colleagues from different functions and understand the nature of their work PC12. receive spares from tool room or stores; deposit faulty modules and tools to stores PC13. pass on customer complaints to colleagues in a respective geographical area PC14. assist colleagues with resolving field problems PC15. resolve conflicts and achieve smooth workflow PC16. follow the company policy during cross functional interaction The individual on the job needs to know and understand: KA1. company s policies on: incentives, delivery standards, and personnel management KA2. importance of the individual s role in the workflow KA3. reporting structure B. Technical Knowledge The individual on the job needs to know and understand: KB1. how to communicate effectively 16

17 ELE/N0009 KB2. Coordinate with colleagues how to build team coordination Skills (S) [Optional] A. Core Skills/ Generic Skills Teamwork and multitasking The individual on the job needs to know and understand how: SA1. to deliver product to next work process on time B. Professional Skills Decision making The individual on the job needs to know and understand: SB1. how to report potential areas of disruptions to work process SB2. when to report to supervisor and when to deal with a colleague depending on the type of concern Reflective thinking The individual on the job needs to know and understand: SB3. how to improve work process Critical thinking The individual on the job needs to know and understand: SB4. how to spot process disruptions and delays 17

18 ELE/N0009 Coordinate with colleagues NOS Version Control NOS Code ELE/N0009 Credits(NVEQF/NVQF/NSQF) [OPTIONAL] TBD Version number 1.0 Industry Electronics Drafted on 17/11/13 Industry Sub-sector IT Hardware Last reviewed on 24/12/13 Next review date 23/12/14 18

19 Definitions Qualifications Pack For Remote Helpdesk Technician Keywords /Terms Description Sector Sub-sector Occupation Function Sub-function Job role Occupational Standards (OS) Performance Criteria National Occupational Standards (OS) Qualifications Pack (QP) Unit Code Unit Title Description Scope Knowledge and Understanding Organisational Context Technical Knowledge Sector is a conglomeration of different business operations having similar business and interests. It may also be defined as a distinct subset of the economy whose components share similar characteristics and interests. Sub-sector is derived from a further breakdown based on the characteristics and interests of its components. Occupation is a set of job roles, which perform similar/ related set of functions in an industry. Function is an activity necessary for achieving the key purpose of the sector, occupation, or an area of work, which can be carried out by a person or a group of persons. Functions are identified through functional analysis and form the basis of OS. Sub-functions are sub-activities essential to fulfil the achieving the objectives of the function. Job role defines a unique set of functions that together form a unique employment opportunity in an organisation. OS specify the standards of performance an individual must achieve when carrying out a function in the workplace, together with the knowledge and understanding they need to meet that standard consistently. Occupational Standards are applicable both in the Indian and global contexts. Performance criteria are statements that together specify the standard of performance required when carrying out a task. NOS are occupational standards which apply uniquely in the Indian context. QP comprises the set of OS, together with the educational, training and other criteria required to perform a job role. A QP is assigned a unique qualifications pack code. Unit code is a unique identifier for an Occupational Standard, which is denoted by an N Unit title gives a clear overall statement about what the incumbent should be able to do. Description gives a short summary of the unit content. This would be helpful to anyone searching on a database to verify that this is the appropriate OS they are looking for. Scope is a set of statements specifying the range of variables that an individual may have to deal with in carrying out the function which have a critical impact on quality of performance required. Knowledge and understanding are statements which together specify the technical, generic, professional and organisational specific knowledge that an individual needs in order to perform to the required standard. Organisational context includes the way the organisation is structured and how it operates, including the extent of operative knowledge managers have of their relevant areas of responsibility. Technical knowledge is the specific knowledge needed to accomplish 19

20 Acronyms Core Skills/ Generic Skills Keywords /Terms NOS NVQF NSQF NVEQF QP Qualifications Pack For Remote Helpdesk Technician specific designated responsibilities. Core skills or generic skills are a group of skills that are the key to learning and working in today s world. These skills are typically needed in any work environment in today s world. These skills are typically needed in any work environment. In the context of the OS, these include communication related skills that are applicable to most job roles. Description National Occupational Standard(s) National Vocational Qualifications Framework National Qualifications Framework National Vocational Education Qualifications Framework Qualifications Pack 20

21 Qualifications Pack For Remote Helpdesk Technician Annexure Nomenclature for QP and NOS Qualifications Pack 9 characters [ABC]/ Q 0101 [Insert 3 letter code for SSC] Q denoting Qualifications Pack QP number (2 numbers) Occupation (2 numbers) Occupational Standard An example of NOS with N 9 characters [ABC] /N0101 [Insert 3 letter code for SSC] N denoting National Occupational Standard OS number (2 numbers) Occupation (2 numbers) Occupation (2 numbers) Back to top 21

22 Qualifications Pack For Remote Helpdesk Technician The following acronyms/codes have been used in the nomenclature above: Sub-sector Range of Occupation numbers Passive Components Semiconductors PCB Manufacturing Consumer Electronics IT Hardware PCB Assembly Solar Electronics Strategic Electronics Automotive Electronics Industrial Electronics Medical Electronics Communication Electronics Sequence Description Example Three letters Industry name ELE Slash / / Next letter Whether QP or NOS Q Next two numbers Occupation code 01 Next two numbers OS number 01 22