The Study On Competency Structure Of Technical Support Representative In Telecom Industry

HR management, particularly based on character structure of competency, is widely used among many companies. However, a lot of companies focus mainly on character structure of competency of management and leadership, while little analysis is focused on the character structure of competency for frontier positions and operational positions. The paper is to do some research on the character structure of competency of technical support representative in Telecom industry, exploit the structure dimension of competency character. This paper adopts following research methods: document collection, structural interviewing, key behavior event interview, questionnaire investigation, etc. Corresponding questionnaire is worked out on the base of some relative materials. After collecting the data via questionnaire, we conducted an analysis by utilizing the statistic analysis functions, such as element variance analysis, relation analysis, which are included in SPSS13.0 statistic software package.The research results show that the competency model of technical support representative in Telecom industry includes five factors: personality character, clientele oriental, emotional controlling ability, organization recognition, technique talent. The results can be served as a reference in Telecom companies, which pursue for technical support representative, for recruitment and training, as well as performance assessment, compensation management, career development and other HR management affairs.The results of the research provides some helpful suggestion for the HR management of technical support representative in Telecom industry, such as recruitment & selection, training & development, performance management & career development planning.