Use this step by step explanation to craft a good employee performance feedback review for a support specialist. Find the right words with quality phrases.
A support specialist provides customers or end-users with resolutions for their technical problems in the network, software, and hardware issues as well as helping the users in configuring systems, analyzing needs, identifying, and solving usage problems. He/she guides the clients all the way through the solutions and provides clear communications whether written or verbal to the clients.
Duties associated with the position include solving complex technical problems by following set processes and workflows; consulting with customers on matters related to software systems and network administration in support of the company's products; recording, tracking and updating customer requests from the beginning until a resolution is found; coordinates installation or installs hardware and software, trains users and updates knowledge on present hardware and software solutions.
Employee Performance Review Sample | |
|---|---|
| Employee's Name: | Title: |
| Review Period: __/__/__ to __/__/__ | Employee SSN: |
| Work Location: | Supervisor's Name: |
Instructions |
|
Rating Meaning | |
| The employee fails to perform the most important aspects of the job satisfactorily. Requires close guidance to carry out routine jobs. He/she needs significant improvement in all areas. Meetings should be held between the employee and the supervisor to discuss performance deficiencies. | 1 |
| Employee routinely meets and exceeds expectations in all areas of responsibility. Produces high-quality work that at times exceeds expectations. Consistently meets the most critical annual goals. Occasionally produces timely and accurate results. | 2 |
| The employee consistently and significantly exceeds the communicated expectations by producing exceptionally high-quality work. He/she demonstrates exceptional knowledge of his/her duties and is highly recognized by others as an authority in his/her area of work. | 3 |
Supervisor's Feedback | ||
Skill | Comments | Rating |
|---|---|---|
| PUBLIC SPEAKING: Public Speaking though closely related to presenting differs in that it is the process of performing a speech before a live audience with the purpose of informing, persuading or entertaining. | Knows how to use a story well to pass a point across much easier. Readily accepts feedback and also gives constructive feedback to other speakers. | 3 |
| INNOVATION: Innovation is the process of translating new invention into a service that creates value or brings better solutions that meet the requirements. | Moves away from the norm and tries to rethink how things are done. Always approaches challenges in a very creative and intelligent way. | 3 |
| SAFETY AT WORK: Safety is being protected from hurt or other non-desirable outcomes that may tend to overrule a situation and cause damages of different kinds. | Inspects the facility regularly to make sure that employees are following safety policies at work Schedules regular training for all scenarios that appear as a risk for accidents in the workplace | 3 |
| COLLABORATING WITH OTHERS: Collaborating is willingly working with one another and cooperating in whatever task one is assigned without behaving poorly or having an attitude change that hurts others. | Lets everyone find their strength and work to contribute to the common goal, rather than trying to do everything Discusses problems non-judgmentally and openly; avoids pointing fingers and talking about team members behind their backs | 3 |
| DEPENDABILITY: Dependability is the characteristic of being able to be counted on and relied upon by providing services that be trusted within a period. | Keeps all commitments and works with coworkers to help them keep theirs Handles all projects conscientiously from the beginning to the end | 3 |
| EMOTIONAL INTELLIGENCE: Emotional Intelligence is the capability to identify your emotions, understand what they are telling me and realize how the feelings are affecting you and the people around you. | Maturely reveals one's own emotions and exercises restraint and control when needed Is effective at persuading and convincing colleagues especially when the stakes are high | 3 |
| CONSISTENCY AND RELIABILITY: Consistency and Reliability are the ability to be trusted to do what you do best all the time with or without supervision and without failure to produce results. | Always keeps his commitments and works with other employees in order to help them keep theirs Recognizes the relative importance of certain responsibilities, tasks, and projects, and has the ability to prioritize in order to meet the deadlines | 3 |
| PERSUADING OTHERS: Persuading others is making sure your best ideas get a fair hearing without manipulating others or using trickery. | Shows patience and empathy toward what other people have to say and changes own persuasion style as needed Does a thorough research on how a person would benefit from one's own solution or proposal in order to make the persuasion exercise shorter and effective | 3 |
| SELF-DISCIPLINE AND SENSE OF DUTY: Self-Discipline and Sense of Duty is an active effort which helps in developing set ways for your thoughts, actions, and habits empowering your to stick to your decisions. | Uses momentary distractions to replace the behavior one wants to control actively Tries to complete hard assignments first in order to gain confidence and the motivation needed for the rest of the day | 3 |
| ANALYTICAL SKILLS: Analytical Skills is the ability to collect and analyze information, solve problems and make decisions according to the policies and regulations of the business. | Excels at employing critical thinking skills when evaluating information to make decisions Possesses outstanding abilities to understand and analyze numerical data and to make the right conclusions | 3 |
Self Evaluation | |
Self Evaluation Question | Employee Comments |
|---|---|
| PUBLIC SPEAKING: How well do you engage your audience while giving a talk? Give an example you delivered a long speech and how did you rate your audience regarding their participation? | [employee comments] |
| INNOVATION: What is the worst decision you had ever made when you were trying to solve a particular problem? Describe the best and the worst decision you have ever made? | [employee comments] |
| SAFETY AT WORK: Describe a time when an accident happened at work. What caused the accident? What did you do to help those who were involved? Can you describe a time when you missed an incident of serious negligence? What happened? | [employee comments] |
| COLLABORATING WITH OTHERS: Can you describe a situation where you had to compromise or help others to compromise? What steps did you take? Can you describe a project you were working on, that required input from people in different departments or at different levels of the company? How did you go about it? | [employee comments] |
| DEPENDABILITY: Are you available when you need to complete a task or handle a difficult customer? Are you willing to work overtime if the task requires you to do so? | [employee comments] |
| EMOTIONAL INTELLIGENCE: Can you think of a time when you said or did something that had a positive impact on a colleague or client? What was it? Can you describe a time when understanding your colleague's perspective helped you resolve an issue or accomplish a task? | [employee comments] |
| CONSISTENCY AND RELIABILITY: Have you ever been regularly late at work? What was the reaction to this behavior in your team? Describe a time your workday ended before completing a task. Did you end up finishing the task? How did you do it? | [employee comments] |
| PERSUADING OTHERS: Describe a time when you have used persuasion to convince someone to see things your way. What tips did you use? What are some of the challenges you have faced when trying to persuade others and how have you overcome them? | [employee comments] |
| SELF-DISCIPLINE AND SENSE OF DUTY: How do you know when your behavior is about to get out of track and how do you regulate it? Describe a time when this happened Describe a time when you have been able to juggle multiple important projects due to your ability to remain self-disciplined. What challenges did you face and how did you overcome them? | [employee comments] |
| ANALYTICAL SKILLS: Can you describe a task you did that tested your analytical abilities? Can you describe a situation where your analytical outcome was incorrect? How did you solve the problem? | [employee comments] |
Summary |
|---|
Sections 1-4: To be completed by the supervisor Section 5: To be completed by the employee |
1. Exceeds Job Related Expectations |
2. Areas to improve |
3. Goals completed since last performance feedback |
4. Goals for next period |
5. Employee comments |
Signatures | |
| I acknowledge that I discussed this performance feedback with my supervisor. My signature does not mean that I agree or disagree with this appraisal. | |
| Employee: | Date: |
| Supervisor: | Date: |
| Human Resources: | Date: |