Becoming upset is OK, becoming angry is not. Be able to explain how you keep composed, understanding that in a TSS role that you are responsible for helping to solve customer's problems, you didn't create them. Being able to provide examples where a customer really got you upset, and how you dealt with it can be used here. Specific examples of how you diffused the tension, have any games you use in the team, tools that are used to 'lighten things up' would be good.
"At the end of every shift, we play a recording of the most outrageous call. We then give a rating on how the agent handled the call. It is a good way for all us to laugh, joke around a bit and many times learn new skills from that agent."
The first response may be to ask if there is a formal ramp or new hire process. If not, then this is a great opportunity for you to respond with questions like: What are the 30, 60 and 90-day expectations for the role? What training is provided? What training is available online? Can I sit next to or be mentored by your best rep?
This is an opportunity for you to show that you understand the company's support organization and how it relates to the rest of the company. Support is a good way to join an organization, learn the product and over time move your career to other customer or product related functions. It is OK to say that you want to grow your skills in support, and then move to another area of the company where you can add the most value. Don't seem overly eager to leave, rather that you would want to move up/out once you can provide greater value to the company in another role
Technical Support generally is based on levels (I, II, III, etc.) and as the levels go up, the complexity of the calls increase and the volume decreases. Higher complexity requires a deeper knowledge of the product and an ability to work in-depth and 1:1 with the customer. The ability to dive deeper also requires stronger abilities to document customer issues, work from your own knowledge (VS scripts for front-line support people), and potentially interface with the company design, product and development organization. More senior support role duties may also include training of new specialists. The desire to be a trainer (formal in classroom or informal 1:1) should interest you if you say a "I want to be a level IV rep."
"I want to be a level IV rep."
If you are new to a TSS role, good examples outside of work might be how you teach your own friends and relatives how to use new devices and or applications on their computers and smart phones.
This is an opportunity to show some breath of knowledge. If you took communications, sociology, and or psychology, these would be great examples to bring up in this dialog. If you struggled in any classes, explain how you overcame the challenges. This will show your ability to work in adverse conditions, your ability to get help, etc.
A key part of this answer will be how it relates to the TSS role, and how it was service-based. If your favorite role was outside, fairly autonomous and free from other people, it might not be a good idea to use that as an example. Almost any service job that had a strong customer focus will be a good example to use.
This is somewhat open-ended, so you may need to ask if this question is asking about open-office environments VS cubes or offices. The question might also be asking about self-directed roles VS one that is highly structured. As a TSS, you can expect a more open work environment without cube walls (or low ones at best) and a fairly structured, fast-paced environment.
The 'right' answer on this question is going to depend on your own situation. If you 100% can not put in overtime, extra shifts or weekend work, say so; and if possible explain your situation while not disclosing any information that can be used to discriminate against you. An example might be that you are taking additional classes and need that time for schoolwork and projects. If you take care of another person then that is also a valid reason. If you do have other commitments but can work extra hours with a reasonable notice, now would be a good time to establish that notice period. For most companies, providing a week or possibly two should be able to be accommodated.
Even if your analytical and problem-solving skills are top of the line, you're useless as a Tech Support Specialist if you lack the patience to deal with customers. Thus, your answer to this question should be a solid YES. Not only do your interpersonal skills and excellent communication skills recommend you to your customers, it's also the way you patiently handle their concerns and questions that makes you stand out.
Support centers measure calls per agent per period of time, # of closed tickets per 1st contact, and similar metrics. Your ability to provide your own metrics shows your understanding of the overall contact center business.
This is an opportunity for you to show your understanding of the applications and how they are used in your company. Provide the tools that you are most comfortable discussing (phone, ticketing, communications, etc.) If you have used more than one for each area, then being able to provide your opinion on why one is better (solves a business need better) would be highly valued in most interviews.
Be honest and professional in your answer. If you have an upcoming bonus and have to be at your current company at that time to get it, let your interviewer know. Otherwise, if you have no other commitments, then providing a standard two-week notice is appropriate. A side note on this question is to be sure to present the idea that if you accept an offer and your current organization immediately terminates you upon your two-week notice, you may be able to start sooner. This is a way to decrease the possibility of your being unemployed betwee the two jobs.
Talking about ourselves in this way can be challenging. We recommend reaching out to a few colleagues, family members, and friends. Ask them for their opinion. You'll probably be surprised at the consistency in their responses! Their answers will give you insight into how to answer this question. Tell the interviewer what sets you apart, and explain how your co-workers, family members, and friends have encouraged you with your talent in this area.
By asking this question, the interviewer is trying to establish how committed you are to staying with the company. Given that they're prepared to put in the effort and expense into training you, they won't look very favorably on someone who is using them until something better comes along. Perhaps, you can say that you're interested in starting out in this position and within 5 years, you're hoping to specialize in a certain area and are willing to undergo training and certifications to further enhance your career. This kind of answer shows commitment and will impress the interviewer.
Assure the hiring manager that you are able to successfully cope with schedule changes and other unforeseen circumstances. How do you react and what do you do to integrate these changes in your plans?
"When my day unravels a bit due to unforeseen circumstances, I will take a minute to reassess my priorities. Asking for assistance where needed is also important, at times, to ensure that I am not taken off schedule too much. All in all, I handle unforeseen projects and schedule changes quite well. it's always one step at a time for me."
Assure the hiring manager that you take attendance very seriously. It is one thing to tell the interviewer that you are reliable but it is even better if you can support your statement with feedback from a previous manager or supervisor.
"I feel that the only acceptable thing to do is to show up to work when you are expected. My previous supervisor really appreciated this about me and he will comment highly on my level of reliability when you contact him for a reference."
This is an opportunity to show you understand the company and product "I'm interested in working with your organization because of (insert company's position in the industry, a particular product that is of interest, etc.,) and see a support role as a great way to serve customers."
"I'm interested in working with your organization because of (insert company's position in the industry, a particular product that is of interest, etc.,) and see a support role as a great way to serve customers."
This is an opportunity to show your interests in problem-solving, customer support, and the ability to work with technology and people.
The key to this question is your passion around customers, helping resolve problems, and exceeding their expectations with each interaction with you. This is more to just being a people person - you will need to demonstrate how being a TSS will satisfy your job and career goals.
With any job interview, it is crucial to understand the organization you are applying to. We recommend visiting the company website to learn key information relevant to your job. Watch the videos on their website, and take note of the information on their Careers page if one is available. Come prepared to list off 5-6 things you learned from the company's website such as the nature of their business, their high profile clients, when the company started, who started the company, mission statement, vision statement, core values, etc...
We recommend talking to your coworkers and family to ask them what your one unique thing is. You may be surprised at the consistency in their responses, and it will give you great insight into how to answer this question. Perhaps you can mention that your prior experience in working with a large and growing company has allowed you the breadth of experience necessary to be an effective Technical Support Specialist. You may mention that you are frequently praised for your ability to be an articulate and effective communicator, or you may discuss how you have a knack for analyzing tech-related problems.
This question is best by showing your flexibility based on the customer's communications. Your communications style needs to be complimentary to the customer yet adaptable (quickly) to different situations. As an example, an Irate customer will need some soothing, assuring that you are listening, care for their satisfaction, etc.. Another customer, indicating more positive communications may not need the same type of communications.
There is the popular adage "The customer is always right" and if you're placed in a customer service role unfortunately you have to abide by that under most circumstances. The harsh truth is that even if the customer is not always right, the responsibility to adjust and accommodate falls on your shoulders. It's best to resolve issues quickly so start with listening to their grievance, sympathize, and try to come up with a compromise and if necessary, negotiate. Giving your one hundred and ten percent attention to the customer makes them feel important and will go a long way in getting them to calm down. Hopefully, this will be enough to soothe their frustration and bring the matter to a satisfactory conclusion for all.
"The customer is always right"
This is a good opportunity to show that you have a detailed, systematic process in place. It is OK to say that this process is set by the organization. If you have contributed to the design or fine-tuning of the process, be sure to mention it.
Before you give an example, think about what excellent customer service means to you. Does it mean making the customers happy? What skills are required?
"I was working at a large company and one of the employees called our hotline, complaining about a problem with a computer application. Said employee was from the finance department and was having difficulty relaying the specifics of the problem. Since we were getting nowhere, I opted to visit his station instead to expedite the resolution of the problem. He thanked me profusely and since then, we've become buddies."
Answer with your level, the type of product or services you support and the level of detail your role contributes. How and when you hand off to more senior reps, and any special projects you have been involved with.
If possible, be sure to be able to answer this one with a Yes; Explain in detail; It is good/great, and I also think it could improve with ... (remember, luck favors the brave!)
Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called technical support specialists, support information technology (IT) employees within their organization. Others, called help-desk technicians, assist non-IT users who are having computer problems.