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Netsmartz Interview

33 Questions and Answers by Rachelle Enns

Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
Question 1 of 33
At Netsmartz we have detailed procedures in place for client technical support. What would you do if those procedures did not appear to be working?
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How to Answer
The interviewer would like to understand how you handle high-pressure situations and unexpected difficulties in the workplace. Discuss the steps you would take if this situation happened to you.
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Top 30 Netsmartz, LLC. Interview Questions
At Netsmartz we have detailed procedures in place for client technical support. What would you do if those procedures did not appear to be working?
The interviewer would like to understand how you handle high-pressure situations and unexpected difficulties in the workplace. Discuss the steps you would take if this situation happened to you.

Rachelle's Answer #1
"It is important to always have procedures in place, but I understand that sometimes those procedures do not encompass all client needs. If I came across a situation like this, I would rely on my knowledge and experience to troubleshoot and find a solution. If I did not have the answer, I would then ask for help from my supervisor or a colleague. It is important to stay calm in situations like these, so the client remains confident in our capabilities. I would never tell a client that I didn't have an answer. 'I will find out' is always the best answer."
Rachelle's Answer #2
"I do not mind going slightly off script if needed. There are sometimes extenuating circumstances where the process does not necessarily work. I will gain permission from my employer if it's a bigger concern than usual since I still want to follow the procedure as much as possible."
At Netsmartz we seek to hire those with a passion for the IT industry. How do you stay up to date on industry changes and current events?
Being up to date on industry terms, trends, and news is critical in a fast-moving industry such as IT and IT services. The interviewer would like to know that you have a genuine interest in their industry. Speak briefly about the ways you stay up to date on the industry changes and current events by referring to specific sources. You can also ask the interviewer about their favorite resources.

Rachelle's Answer #1
"This industry is ever-changing, and I have a true and keen interest in keeping up-to-date on those changes. I regularly read a couple of great online publications including PC Mag and Wired. Do you have any recommendations for great resources?"
Rachelle's Answer #2
"My current employer sends a daily email with the company and industry updates. This update is beneficial and, I am sure to read it thoroughly every day. I also have Google alerts set up so that I am up to date on new trends and happenings in the industry."
We put a great deal of pride in our customer service at Netsmartz. How will you contribute to our high customer service standards?
Before your interview, it's a great idea to spend time researching Netsmartz, LLC. reviews, their online presence, and their website. Take note of recurring keywords when it comes to their customer service standards. What are their clients saying? Speak confidently about how you plan to uphold their strong customer service standards if hired.

Rachelle's Answer #1
"Your customers have a strong voice, and I noticed a consistent theme in your online reviews and presence. The theme was that you offer friendly, fast, and easy to understand service. I plan to contribute to this by learning my role quickly and continuing to be an approachable and helpful point of contact for the customers who need us."
Rachelle's Answer #2
"I will contribute to your high customer service standards by offering a listening ear and ensuring that I fully understand your products and services. The more I know, the more I will be able to offer your client base."
Netsmartz seeks to hire those with above average communication skills. Describe your communication style to me.
The interviewer wants to know that your communication style will fit in with the culture they have worked on creating at Netsmartz, LLC.. When clients seek the help of Netsmartz, LLC., they do so with certain expectations. Convince the interviewer that your communication style will meet those expectations. It's best to give a few unique keywords when discussing your communication style. Also be sure to compliment Netsmartz, LLC. on their communication efforts.

Rachelle's Answer #1
"I have been a client of Netsmartz, LLC. in the past and can truly say that positive communication with your clients is what makes you the most popular choice in the area. I am confident that my communication skills will work well here because my focus always remains on simple solutions, easy to understand language, and a friendly tone."
Rachelle's Answer #2
"Here are some additional words to describe your communication style:

- Energetic
- Lively
- Articulate
- Eloquent
- Informal
- Formal
- Succinct"
Our industry is a competitive one. Why do you specifically want to work for Netsmartz?
The interviewer wants to know that you have a keen interest in working for Netsmartz, LLC.. You should enter the interview prepared to discuss why they stand out as the top employment option, among their competitors. Talk about what you feel Netsmartz, LLC. is doing right and how their values and opportunities align with your career goals and employment needs.

Rachelle's Answer #1
"I understand that Netsmartz, LLC. has some strong competitors but when I was researching new employment opportunities, your company always seemed to have the most positive message. I also know a couple of people who have worked with Netsmartz, LLC. and they had only great things to say about your compensation, culture, and growth opportunities."
Rachelle's Answer #2
"I feel that Netsmartz, LLC. would nurture my desire for growth and prepare me with the appropriate training to support that growth."
Walk me through your post-secondary education and how it will help you in your career with Netsmartz.
The interviewer will likely have an idea of your education background from your resume. What they are asking is for you to take a few minutes to bring the experience to life for them! You can talk about your major, or any special academic recognition you may have received. Discuss the strengths gained during your post-secondary training and how those skills will be used in your new position with Netsmartz, LLC..

Rachelle's Answer #1
"I completed my Bachelor of Applied Technology from Carnegie Mellon University in 2004. During that time I specialized in Data Management and Analysis. I graduated with a 3.67 GPA, one of the top in my class. One of the biggest take-away's from my post-secondary experience was learning how to manage my time while working on multiple projects successfully. I perfected my multi-tasking skills and look forward to bringing those to work for Netsmartz, LLC.."
Rachelle's Answer #2
"Although I do not have formal post-secondary education, I have taken some courses in customer support, upselling, and a variety of software programs. I look forward to gaining even more knowledge in this role with Netsmartz, LLC.."
At Netsmartz we deal with sensitive and confidential client information. Are you willing to complete a full background check?
Most companies in the IT and IT Services industry need to be very cautious about who they hire. There is a chance that much of the information you are going to access could be confidential and harmful if put into the wrong hands. Assure the interviewer that you are most willing to comply with any form of background check they require.

Rachelle's Answer #1
"I am happy to comply with any background check required. My record is clean, and I have a strong credit history. I do not participate in drug use, either. You can be assured that if you hire me for this role with Netsmartz, LLC., I will maintain a clean record."
Rachelle's Answer #2
"Yes, I can certainly complete a full background check. I should disclose to you ahead of time that I have a mark on my record from about eight years ago, for a DUI. I am still able to travel, and no longer have restrictions on my drivers' license."
At Netsmartz we believe in continued education of our employees. If you could take a course or workshop on any topic, what would you choose?
Working for a company which emphasizes the importance of continued education can be an enriching opportunity. Be prepared to talk to the interviewer about your interest in growing your knowledge base. You may want to push your existing knowledge into the expert range, or perhaps there is a current hot topic on which you would like to learn. Whatever your answer may be, ensure that you express to the interviewer your appreciation for continued education opportunities.

Rachelle's Answer #1
"I love that Netsmartz, LLC. emphasizes continued education. This offering is one of the qualities I was looking for, in my next opportunity. If I could take a course or workshop on any topic I would choose to focus on IT Management. My goal is to grow into a management level position, and that would be a great stepping stone to get there."
Rachelle's Answer #2
"That is very exciting news to hear. I value continued education as well. If I could continue my education in any area, I would do a deeper dive into IT Security and IT Security Management."
What are your thoughts on web-based, click to chat support solutions?
Whenever you are asked your opinion on an industry-related topic, you should try to be honest but positive at the same time. Whether you like web-based, click to chat support solutions or not, you should be focusing your answer on why you think they may be helpful. If Netsmartz, LLC. offers a service like this you should also ask them an insightful question about that service.

Rachelle's Answer #1
"I have heard mixed reviews from customers on this type of service. In my opinion, any service that allows a client quick access to answers is a positive thing. Have you noticed a shift in your client relationships since implementing this type of solution?"
Rachelle's Answer #2
"Personally, I like the idea of click to chat support solutions so long as they don't become 'spammy.' The placement of the pop-up box should be convenient, and they should be personalized, so they do not appear to be a templated after-thought to the end-user."
What questions do you have for me about Netsmartz?
It's always a great idea to have questions ready for the interviewer. Review the company website and other online resources to ensure the questions you are asking are not mundane, or redundant. The last thing an interviewer wants to hear is a list of items you could have found the answers to from merely watching a video on their company site!

Here are some sample questions:

- When would you like to have this position filled?
- How long has this role been vacant?
- Is this a replacement search or a newly created role?
- What is your favorite part about working here?
- What is the company's primary goal for this position in the next 12 months?
- Is there anything from my background and experience that I can clarify for you?
- What do you see as the most significant change in this industry over the past three years?
- Is there any reason why you would not hire me?
Rachelle's Answer
"Thank you for asking - I do have a few questions. What is top of mind when it comes to filling this role? Also, what types of career growth opportunities would follow this position? And lastly, do you have internal candidates who are also interviewing for this position?"
Tell me about your experience in the field of IT services.
It is critical that you study the job description before your interview. When the interviewer asks this question be sure to highlight the related experience that you bring.

Rachelle's Answer #1
"I bring all of the experience that you are looking for in filling this position. In addition to being an expert user in SAP, I also bring five years' experience in desk side support and as a bilingual IT support agent."
Rachelle's Answer #2
"I have eight years of industry experience with Company ABC and XYZ. Both experiences taught me a great deal about IT, and I am excited to continue my career in this industry with your organization."
Would you be willing to work over 40 hours a week?
Before answering scheduling questions, it's important to be clear on the interviewer's expectations. If you haven't had a chance to clarify their scheduling needs, now would be the perfect time to ask!

Consider asking, 'What are the scheduling expectations for this position?' If they expect you to work 12 hour days, it would be important for you to know that before you respond with, 'Absolutely! No problem!' You want to be sure that you can meet their expectations.

If it turns out their schedule expectations won't work for you, think about what you CAN offer and see if you can meet in the middle. It's much better to discuss these things in an interview than for you to commit to a schedule that won't work for you.

Keep in mind that, in most states, an employer cannot demand that an employee work more than 44 hours per week.

Rachelle's Answer #1
"I am available for full-time work which is preferably 8-5 Monday to Friday. I am happy to be a team player and work some overtime, as required. Will these hours meet your expectations?"
Rachelle's Answer #2
"If overtime is required in this role, I am happy to accommodate whenever I can. My only restriction is that I cannot work Wednesday nights as I have an evening course those days."
What part of this career brings you the most stress?
Stress can often be a regular part of the day to day work experience. Talk to the interviewer about which areas of your career are the most stressful. Ensure that your answer does not include a factor that would make you appear unfit for the position. (IE: a bus driver should not find driving to be the most stressful part of the job).

Rachelle's Answer #1
"The part of my career that brings me the most stress is when the schedule is running behind due to lack of hustle on my teams part. I like to be on time with my schedule to ensure that my clients are assisted properly."
Rachelle's Answer #2
"I probably bring myself the most stress because of my drive and desire to be/do the best I can be. I manage this by focusing my energy on productive activities that are good for my career."
Give me an example of a time when you had to be extra diligent in order to meet a deadline.
Are you determined to complete your tasks on time or do you frequently miss deadlines? Talk to the interviewer about your ability to act diligently on the job.

Rachelle's Answer #1
"Last month I had a client who made a lot of additional and last minute changes to our project. Despite the changes, our deadline remained the same. Our project lead was becoming increasingly stressed that we would not meet our deadline so I agreed to stay late three nights that week to ensure that all expectations were met."
Rachelle's Answer #2
"I am always diligent when it comes to deadlines. However, once I remember having an abnormally large order from a regular client once. I was a little stressed about making sure it was perfect, but I was confident, and we met our deadline with no issue."
What are your salary expectations?
The best way to discuss your salary expectations is to use your current earnings as an example. Be open, and honest. Transparency is the best choice when salary based questions arise.

Rachelle's Answer #1
"Currently, I earn a base salary of $45,000 per year plus a potential 20% annual bonus. Last year my earnings were $52,000, and I would like to stay in the same range or slightly higher."
Rachelle's Answer #2
"I am currently making $100,000 per year with two bonus opportunities. I am looking for compensation that is aligned with the role and provides an opportunity for growth."
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