Hi All Reader’s these are some general interview questions/scenario’s which will be help to crack your interview. For more update join Training Basket on Facebook, Linked.in .
This question can help you gain a better understanding of the applicant’s individual motivations.
Q1 What made you get into technical support?
Ans: The candidate comes off as honest and sincere
The candidate understands the bigger purpose of technical support
Statement “I decided to go into technical support because I’ve been fascinated by technology all my life, and I also love working with people. I want to use my technical know-how to directly solve issues customers are having. I want to be the person that makes life easier and more enjoyable for folks who’ve run into a problem.”
This question helps you measure employee commitment.
Q2 Why did you apply to our company?
The candidate understands your company’s mission
The candidate shows how working for the company aligns with career ambitions
The candidate knows about specific endeavors your company is undertaking now
Example: “I applied to your company because your team is making life easier and more enjoyable for millions of people. The scale of your work is tremendous, and I feel like my work here can have a real positive impact. I also love the company culture and how there’s a focus on teamwork and collaboration.”
Q3 What makes you qualified for this job?
With this question, you can hear about the applicant’s education, experience and other qualifications and skills in more detail.
Ans The candidate demonstrates how they stand out from other applicants
The candidate shows how they can be a valuable asset to the company
The candidate shows what specifically makes them a good fit for the company
Example: “I feel that I’m qualified because I have a bachelor’s degree in computer science. I have advanced skills with customer support tools like Zendesk. Also, I have five years of experience as a technical support specialist in the software industry. I know your company operates on global scale, and I can provide support in both English and Spanish.”
Q4 What is your troubleshooting process?
The goal of technical support is to provide help and advice to customers about products. You must understand how applicants go about solving customer issues because it’s crucial to customer retention and business success.
The candidate emphasizes solving customer needs as quickly and effectively as possible.
Ans “I first gather info and facts from the customer then identify and verify the issue. Next, I try common quick fixes. If that’s not successful, I use additional resources to research the issue. Once a solution is found, I perform appropriate repairs or replacement if necessary. After the solution is implemented, I test thoroughly to ensure everything is OK.”
Q5 Describe a time when you went above and beyond to help a customer?
Ans: The candidate is willing to go the extra mile for customers
The candidate has the ability to look at a problem from many perspectives
The candidate can work with others to develop a new solution or fix
Example: “At my previous company, I remember one customer had an issue that kept happening. The common fixes we were using were only temporarily solving the problem. After doing a bit of research, I was able to design and develop a new solution. I called the customer personally and implemented the repair.”
Q6 Is technical knowledge or customer service more important?
Ans Technical support specialists must have the right mix of technical and people skills.
The candidate uses reasoning and logic (there is no correct answer, as it’s an opinion question)
The candidate views both skills as important, even if they choose one skill over the other
The candidate understands how both skills play a role in the job
Example: “First, let me say that customer service skills are very important. You must be able to empathize with people and address needs. Good communication is crucial. With that said, I have a technical background, and I understand the amount of knowledge you need to actually solve issues. Technical skills are more important because, without in-depth knowledge of the hardware and software, you won’t be able to efficiently do your job.”
Q7 Where do you see yourself in five years?
With this question, you can understand career goals.
Ans The candidate is proactive and willing to learn
The candidate is excited about the job at hand
The candidate sees your company as part of their future
Example: “In this position, I plan to add skills and experience. Honestly, I would like to move into a management role in technical support within five years. What I really like about this company is how they actively develop employees. I feel like I can consistently improve here and move into bigger roles for your organization.”