I applied online. The process took 5 months. I interviewed at Crossover for Work (Nueva San Salvador) in Jul 2018
Interview
Someone emailed me and asked my availability for an interview, I replied back and the person was exactly at the agreed time on Skype, previously I had gone through some testings
Interview questions [1]
Question 1
intuitive rather than technical, How would you handle a situation where you have to ramp up a new company? what are the key elements to do so?
I applied online. The process took 4 weeks. I interviewed at Crossover for Work (Ḩawwārah, Amman Governorate) in Jun 2019
Interview
Well organized. You will do some exams before the Interviews. Those exams are mostly about NPS & quality metrics. After the exam, they will contact you for interviews & will be mostly about your previous experience.
Interview questions [1]
Question 1
If you got agent score as NPS = X, Quality = Y, & Time to resolve = Z. What you will do to improve those numbers.
I applied online. The process took 1 day. I interviewed at Crossover for Work (Remote, OR) in Apr 2018
Interview
they call it Hiring tournament where they gather candidates in a virtual webconfrence, started with a presentation on the company and video from the CEO, followed by a breif clarification from the VP on the role. then to the interview process
first we started with some basic screening questions followed, followed by an English recording on your top 3 skills that would make you a good fit for the role. and then to the written evaluation
a long process that took nearly 5 to 6 hours, then you'll wait for the results which should be within a month. i made it to what they called the Market place after successfully passing the written evaluation only to find out that i'm now a part of the poll of candidates they have awaiting hiring managers interview when a position is open!!!
i was then contacted by an advocate that suggested that i apply to ther positions as well since they have no opening at the moment for Support managers and they've more than 120 successful candidates in the Marketplace !!! WHY ARE YOU INTERVIEWING THEN??
and should i waste another day in this process to be again in the market place!!!
it has been now 2.5 months since I've been to the market place
Interview questions [5]
Question 1
For many of our products that are older or don’t have technical differentiation, the ONLY reason that a customer will renew is because of support. In fact, when our customers meet our support people in person, they often give them hugs. Explain how you have created such enthusiasm in a prior job and any improvements (virtual hugs?) that you think you can bring to this job.
Which weekly measured support metrics are the most important? List the metrics you measure, explain explicitly how you measure each one automatically, and stack rank them in order of importance for delivering higher NPS scores
We run a radically differentiated centralized support organization where every agent supports every product. What do you believe are the top 3 challenges we face? What do you believe are the top 3 advantages that we have? Summarize each challenge and advantage with a clear sentence.
Our support managers are expected to consistently improve productivity and NPS scores quarter over quarter and dedicate significant time each week to the effort. Describe the management technique(s) you will use so that you will be able to both run the day to day operations and improve the process.
A knowledge base is a key part of any support organization. What specific operational techniques will implement to ensure that our support knowledge base is 1) current, 2) useful, and 3) complete?
