Application Support or Technical support (also tech support) is a range of services providing assistance with technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods. In general, technical support services attempt to help the user solve specific problems with a product—rather than providing training, customization, or other support services. Most companies offer technical support for the products they sell, either freely available or for a fee.
Technical support may be delivered over the telephone or online by e-mail or a web site or a tool where users can log a call/incident. Larger organizations frequently have internal technical support available to their staff for computer related problems. The internet is also a good source for freely available tech support, where experienced users may provide advice and assistance with problems. In addition, some fee-based service companies charge for premium technical support services.
The following are some sample Technical support Interview Questions:
1. "Tell me about a time when it was particularly difficult for the caller to explain the problem to you. How did you reach an understanding of the issue?"
ANSWER: You should demonstrate your ability to ask the right questions and continually clarify to get the correct information. The emphasis is on active listening, effective questioning and clarification.
2. "Give me an example when you had to simplify complex information in order to explain it to a caller.
ANSWER: Key to your performance on the help desk is an ability to break down complicated information so that it can be easily understood by people with limited technological expertise. Your answer should show how you can express your knowledge in a clear and simple manner.
3. How Would You Describe Your Interpersonal Communication Skills?
ANSWER:To describe your interpersonal skills you can tell them about the instances form your work that will help them to relate to the skills. Whatever qualities that you have can be described. It will help them to better understand you and your intentions. But don’t use flowery language at all. Be simple and clear while answering.
4. Have You Ever Had To Deal With An Extremely Difficult Situation?
ANSWER: According to your past experiences you can give this answer. If the answer is yes then tell them the reason behind it and how did you managed to resolve their problems and how much time was consumed. But don’t try to fool them as they are smarter and have the capability to catch you.
5. How Much Experience Do You Have In This Field?
ANSWER: In this question you can list all the experience that you have while working in any of the organization. If you want you can also add the new things that you have explored to let them know that you are a quick learner. The experience can also include your working style too.
6. Have You Ever Been Unable To Resolve The Customers Problem?
ANSWER: As it is a job that requires keen attention therefore you must be attentive in listening and answering such questions. So if you try to befool them they will surely understand and you will be easily caught. So always be true to any information that you furnish.
7. Would You Describe Yourself As Organized?
ANSWER: An organized person is one who is particular about his routines and strictly follows the schedule that is given to them. The targets have to be achieved within the specified limits. So support your answers with evidences and facts.
8. Tell me about a problem you had with a supervisor?
ANSWER: This a question that tests how you handled your relationship with your ex-boss and if you are to speak ill of your boss. If you fall for it and tell about a problem with a former boss, you may well below the interview right there. Stay positive and develop a poor memory about any trouble with a supervisor.
9. Tell me how you have dealt with a hostile caller. What was the outcome?"
ANSWER:"Describe a highly stressful interaction you've had with an internal/external customer. How did your react?"
"How did you respond when you received negative feedback from a caller about you personally?" These help desk interview questions require you to show how you can handle negative and stressful situations. Your answer should show a patient and positive attitude when challenging situations occur and that you do not allow your personal ego to get in the way of helping the caller. Describe the coping techniques you use to keep calm under stress.
10. "Tell me about your current work schedule."
ANSWER: Help desk staff may be required to work outside the 9 to 5 day. Your willingness to have a flexible work schedule may be explored.
11. "How do you keep your knowledge and skills current?"
ANSWER: Demonstrate a willingness to learn and implement new knowledge. They need to constantly learn new technologies and stay current
12. "In which areas do you consider yourself to be an expert, and how do you envisage being able to utilize this expertise within this organization?"
ANSWER: Demonstrate that you understand the overall systems environment as well as specific products. Highlight your specialist skills and how they will benefit this position.