Top Technical Support Interview Questions

What does good customer service mean to you?

Interviewers ask this question to see if you can define what quality customer service is. They want to see how you can provide this type of customer service to their customers. The best way to tackle this question is in two parts.

First, you want to identify elements of excellent customer service. For example, a customer service representative is familiar with the product. As a result, you will want to take the time to research the company’s brand and mission. You will also want to be familiar with what they sell or what service they provide.

Second, you should share a story of how you handled customer issues. How did you use your knowledge of the company’s product to help a customer be successful?

How do you keep updated with current technology?

You want to show that you have your finger on the pulse in the technology field. You could say that you read the news often and keep yourself connected with social networking sites. Companies often discuss previews and full new features of new technology on their social media platforms first. Additionally, you surf the Internet and find articles in related fields.

Moreover, you make sure your certifications are current and valid. You even take classes to continue your education.

What is your troubleshooting process?

Your role as technical support is to assist clients. When clients have an issue, it may be a symptom of a different underlying problem. How do you go about identifying the problem? Hiring managers want to see that you have a system. You start with fact gathering to make preliminary diagnosis. Then, you implement a potential solution. Finally, you test it to make sure you have solved the problem.

For example, you can talk about your troubleshooting process when a device is not properly functioning. First, you gather all the info and facts, such as noting the device’s latest computer processor. Next, you try the common quick fixes, such as checking the power supply.

If that is not successful, you are willing to research the issue by looking over additional resources. Of course, once a solution presents itself, you efficiently make the appropriate repairs. Finally, you test the system thoroughly to ensure that everything is working.

Describe a time when you went above and beyond to help a customer.

Most technical issues are relatively quick and easy to fix. Interviewers want to hire a candidate that goes above and beyond when there are new or unknown problems. As a result, you need to demonstrate that you can tackle a difficult question and try different methods to find a solution.

For example, you can talk about the time that you were desktop support. A customer had an issue with his DHCP, which stands for Dynamic Host Configuration Protocol. The Internet was working and he had just bought a brand new plug for Ethernet connection.

Of course, you checked the cable connections first. You were able to present a few solutions, such as reconfiguring the DHCP settings. However, these only provided temporary fixes. You later discovered that the operating system had a Winsock corruption issue. You called the customer personally and was able to recommend a permanent fix.

Is technical support or customer service more important?

Technical support should be well versed in IT issues and fixes. But, if you do not possess the people skills, that valuable knowledge will not help people. The right candidate possesses both technical and people skills. They can also express the importance of both skills and how they work together.

Of course, this is an opinion question. Your response should explain how customer service skills are essential for clear communication. On the other hand, technical skills are crucial to being successful. Without in-depth knowledge of hardware components and how the software works, you won’t be able to do your job or provide practical assistance.

Have you ever dealt with an unreasonable customer? How did you handle it, and how would you handle it today?

It is not uncommon for customers to be unreasonable and even hostile towards a company. As a result, they may be angry towards the customer service agent as well. However, no matter how provoked you may be, you will always need to show professionalism. Hiring managers want to hear of an experience where you demonstrated patience, professionalism and how you remedied the situation.
You could say, “I always remain calm even if the customer is upset. In the past, I once had a customer who was only accustomed to computers with a floppy disk drive. I was able to quickly identify the reason for his frustration. He was adjusting to new technology.
The customer did not need a support engineer. Instead, he needed clear step by step instructions on how to find his universal serial bus or USB using the file system on his new computer. He was extremely satisfied with my help. In fact, the next time he had a problem, he would ask for me by name.”

Can you tell me about a customer that you found difficult to understand, and how you approached that interaction?

In such a diverse world, there are times that customers may be difficult to understand because of accents and language barriers. Your answer to this interview question should demonstrate that you are always professional and respectful to the customer. Describe a time that you adapted the way you spoke to continue to provide quality customer service.

You may say, “I once had a customer who spoke a different language. His ability to communicate in English was limited. I made sure to use simple-to-understand language, visuals, and my body language to communicate.

I was able to discern that he had just bought a new plug-in card for his device. Unfortunately, a problem arises in case of brand compatibility. After some research, I was able to find a solution. I made sure to slow down my speech and repeat the solution so that the customer could understand. This type of situation requires great patience but can be resolved successfully.”