MockQuestions

Technical Support Specialist Mock Interview

To help you prepare for your Technical Support Specialist interview, here are 32 interview questions and answer examples.

First Question

32 Technical Support Specialist Interview Questions

15 Interview Questions With Sample Answers

1.   Tell me about your prior experience as a Technical Support Specialist

How to Answer

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.

2.   Do you use our product? If yes, how? What do you think of it?

How to Answer

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!)

3.   If we were to make an offer, when would you be able to start?

How to Answer

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.

4.   What are the tools you use daily and which ones do you like/dislike?

How to Answer

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.

5.   What metrics do you measure your success as a Technical Support Specialist?

How to Answer

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.

6.   Would you consider yourself a patient person?

How to Answer

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.

7.   As a Tech Support Specialist you may be asked to work overtime or evenings in an emergency situation. Are you flexible with your time and availability?

How to Answer

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.

8.   What type of work environment are you the most productive in?

How to Answer

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.

9.   What has been your favorite role in your career so far?

How to Answer

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.

10.   Tell me about your post-secondary education. What was your best course? Which coursework did you struggle with the most?

How to Answer

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.

11.   How confident are you in your ability to explain complicated IT issues in a simple way that anyone can understand?

How to Answer

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.



12.   If you had a specialty as a Tech Support Specialist what would it be?

How to Answer

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."

Answer Example

"I want to be a level IV rep."

13.   What are your long term career goals as a Tech Support Specialist?

How to Answer

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

14.   What are your short term career goals as a Tech Support Specialist?

How to Answer

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?

15.   Why should we hire you?

How to Answer

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.

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