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 well to maintain good eye contact with the audience. Does not force ideas and views onto other people and coerce them into accepting them. | 2 |
| INNOVATION: Innovation is the process of translating new invention into a service that creates value or brings better solutions that meet the requirements. | Not afraid to make mistakes and shows great resolve to learn from experiences. Demonstrates good listening skills and always pays attention when other people express their ideas. | 2 |
| 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. | Asks other employees for suggestions and ideas about improving safety in the workplace Requires employees to read material safety data sheets for chemicals in order to know how to handle specific chemicals | 2 |
| 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 participate in discussion and considers their ideas before responding Regularly exchanges feedback with group members in order to help them know their strong areas and work on areas that need improvement | 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. | Ensures the performance is steady and strong regardless of any upcoming situation Has a track record of energy, drive and performance levels that are inconsistent and unpredictable | 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. | Presents problem analysis and recommended solution to other employees rather than just describing or identifying the problem itself Uses gentle humor, while explaining things that are difficult to express, without creating a flat | 2 |
| 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. | Works extra hours if that what it takes to get the job done and done right Is very efficient and productive in planning and executing work thus, can be counted on to meet deadlines | 3 |
| PERSUADING OTHERS: Persuading others is making sure your best ideas get a fair hearing without manipulating others or using trickery. | Is willing to keep asking for what one wants even when other people keep on turning one down Gets to know the individual that one is hoping to persuade first, in order to create a bond and make the persuasion process easier | 2 |
| 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. | Pays attention to own mistakes in order to learn new ways to deal with them if they happen again in the future Clarifies what one will and will not do; educates oneself so that one does not make ignorant mistakes | 2 |
| 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. | Makes enough effort to search for the best sources of information Relies on existing solutions and examples when dealing with a problem | 2 |
Self Evaluation | |
Self Evaluation Question | Employee Comments |
|---|---|
| PUBLIC SPEAKING: What will you consider your worst performed speech and how did the audience rate it? Do you normally talk about all your intended points and how do you manage your time on stage. | [employee comments] |
| INNOVATION: What is the worst decision you had ever made when you were trying to solve a particular problem? How well do you work with a group or team to come up with innovative ideas? | [employee comments] |
| SAFETY AT WORK: What are some of the things you have done to improve your safety, that of other employees as well as that of the company? How would you deal with an employee who does not use the protective equipment? | [employee comments] |
| COLLABORATING WITH OTHERS: What are some of the challenges you have faced when working with others? How do you manage to stay focused despite the challenges? 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 willing to do whatever it takes to get the job done no matter the situation? Are you willing to work overtime if the task requires you to do so? | [employee comments] |
| EMOTIONAL INTELLIGENCE: What is your greatest weakness? Can you give situations when your weakness was tested in the workplace? Which is one of the most stressful situations you have had? How did you resolve the situation? | [employee comments] |
| CONSISTENCY AND RELIABILITY: Can you provide a specific example that best illustrates your ability to be counted on? What has been your reaction to a colleague who regularly keeps on letting your team down? | [employee comments] |
| PERSUADING OTHERS: When selling an idea, it is sometimes useful for one to use real-life stories. Can you give an example of a time when you were able to do that? What was the outcome? 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: Describe a task that required you to remain self-disciplined from the start to the end. How did you manage it? How do you schedule your tasks and activities for the day in order to remain focused and motivated to accomplish them? | [employee comments] |
| ANALYTICAL SKILLS: What steps do you follow when studying a problem before making a final conclusion 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: |