Basically, these skills-set are divided into two categories which are the technical and the soft skills.
Technical skills/expertise: How will it be like allowing a person with no practical experience run a repair on your vehicle or the person shows uncertainty in the expected results.
This is where technical knowledge comes into play. You need to learn the technical skills that supports this job role.
For example, a person working as a support person for a cloud service provider will need to learn different types of cloud services and their functions such as:
Infrastructure as a Service (IaaS): This type of cloud service provides access to virtualized computing resources such as servers, storage, and networking. IaaS allows organizations to rent these resources on a pay-per-use basis, which can reduce the need for expensive upfront hardware investments.
Platform as a Service (PaaS): PaaS provides a complete platform for developing, deploying, and managing applications. This includes operating systems, middleware, and development tools. PaaS allows organizations to focus on application development without worrying about underlying infrastructure.
Software as a Service (SaaS): SaaS provides access to software applications over the internet, without the need for installation or maintenance. SaaS applications are typically delivered through a web browser and can include productivity software, customer relationship management (CRM) systems, and enterprise resource planning (ERP) systems.
Soft skills: This describes the humanly qualities needed to facilitate success in this area of computing. Some important soft skills you need to start working on are:
Empathy:
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Empathy is not just saying "I'm sorry, apologies for the inconveniences". This is where many support persons miss it. It's to understand how the customer you are supporting feels by imagining yourself in their situation. Empathy brings a good great rapport between you and the user.
A product might not have a great user interface, empathy comes to play when you understand that learning happens everyday and your products user comes to you to learn.
Read more in the link below.
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