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Elements and Performance Criteria

Required Skills

Required skills

analytical skills to review client requirements and provide advice and support on findings

communication skills to

convey and clarify complex information

discuss product and service matters with potential customers

investigate and assess client needs

provide onetoone instruction to client

provide service related to communicating about using systems for recording and accessing information

literacy skills to

document

additional requirements

amount of technical support the client may require

solutions

support issues affecting the client

interpret user manuals for the purpose of resolving client problems and guiding clients through manuals

develop reports

technical skills to write macros and templates

Required knowledge

customer service policies

escalation procedures in a clearly defined range of contexts

OHS procedures related to the work environment and organisational requirements

user support policies of limited complexity related to known or commonlyused options

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to resolve firstlevel user support difficulties remotely demonstrate customerservice skills document problem resolution
Context of and specific resources for assessment	Assessment must ensure access to customerservice policies user support policies escalation procedures communications hardware appropriate learning and assessment support when required modified equipment for people with special needs
Method of assessment	A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit direct observation of candidate providing advice and support to clients evaluation of candidates resolved call documentation verbal or written questioning to determine candidates knowledge of client support procedures help or service desk operation
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector workplace and job role is recommended where appropriate Assessment processes and techniques must be culturally appropriate and suitable to the communication skill level language literacy and numeracy capacity of the candidate and the work being performed Indigenous people and other people from a nonEnglish speaking background may need additional support In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge

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Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

User support may include:	customer contact centre by phone email other real-time support structures real-time website support.
Organisational guidelines may include:	communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms mobile equipment opening mail with attachments personal use of emails and internet access virus risk.
Client may include:	employee external organisation individual internal department.
Software may include:	commercial customised in-house packaged.
Hardware may include:	modems or other connectivity devices, including digital subscriber line (DSL) modems networks personal computers remote sites servers wireless connections workstations.
Application may include:	data and voice integration database programs email programs internet browsers spreadsheets system browsers word-processing.

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