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Technical Support Interview

Review the description. A number of the underlined keywords have links to interview questions for that keyword or job function.

Description:  The successful candidate will:

• Analyze customer product issues within released applications.  
• Work with product development, R & D and other internal departments to resolve issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases.
• Collaborate with team members to share knowledge of issues and corresponding resolutions or workarounds.
• Need to understand our applications to provide answers and training to Technical Support and Sales Departments.
• Develop training materials and web based support materials.
• Support to the Technical Support Centers, Sales, Value Added Resellers (VARS), Original Equipment Manufacturers (OEMs), and high profile corporate customers. 
• Work on entire product lifecycle which includes participating in Marketing Requirements Documents (MRD), Spec Reviews, running Beta programs, and participating in Product Development team meetings.

Requirements:

• BS Degree desired
• One to three years technical support experience
• Willingness to take ownership of problems and follow through to completion.
• Strong, structured analytical skills.
• Excellent written and verbal communication skills
• Excellent time/project management skills
• Team player
• Travel may be required

Additional IT interview resources:

• Company Guides
• Interview Questions
• Interview Tips and Strategy

 

 

 
Programming problems, logic puzzles and current technology

1. Tell me about your tech support experience.

2. About how many calls did you answer on average in a day?

3. What procedures did you follow when you received a call?

4. What percentage of all calls were you able to answer without escalation?

5. How long were you prepared to work on a call before escalating it?

6. What percentage of every 8 hour shift were you either on the phone or available to take a call?

7. Would you say there was much diversity in the type of calls you received?

8. How did you like working third shift?

9. What percentage of your cases needed 2 or more calls to clear the same issue?

10. How did you deal with really upset customers?

11. How many angry customers would you refer to your supervisor in a week?

12. How do you feel about going on the road from time to time?

13. Could you deliver a training class if necessary?

14. How would you deal with a disruptive student?

15. What if he didn't realize he was a disruptive student?

16. What sort of ramp-up time do you think you need to be fully productive?

17. What are you expecting from this job?

18. Where do you see yourself being in 2 years?

19. Do you have any questions?