Support Analyst Interview Questions


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Wells Fargo
Production Support Analyst was asked...January 28, 2014

Management wanted to know how I would proceed to resolve a customer's issue, such as an application malfunction.


How would you handle a situation where there is no clear solution to a problem

7 Answers



Provide the best solution available to you to help alleviate the issue. If you have access to SMEs then get their opinion first. After providing the solution you have on hand, speak to others who are knowledgeable about the topic (SMEs, Vendors, Folks from other appropriate organizations), and research online to find a better more sustainable solution to the problem. Throughout the process be sure to communicate the issue and challenges to the appropriate managers and user community for clarity, feedback, and possible assistance. Less

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Logic puzzles.

6 Answers

Did you get the offer? on which date did you attend the interview?

Yes, I received an offer.

and when did they give you the offer?

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Will you be able to join immediately?

5 Answers

yes immediately

yes sure


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FDM Group

You have 20 balls all equal in size. They all weigh the same except for one. How do you identify the one that weighs less or more?

4 Answers

If we can do as many times as we want, just random pick 2 balls. If they have equal weight, compare with the rest. If not, just pick the third one to find out which One is the exception. Less

• Break the balls into the following groups: (1, 2, 3), (4, 5, 6), (7, 8) • Step 1. Weigh (1, 2, 3) against (4, 5, 6) Two possible outcomes: The two groups are equally heavy. (Case A) One of these groups is heavier than the other. (Case B) • Case A >> Weigh 7 against 8. Now you have identified the heavier ball in 2 weighing. • Case B >> Take the heavier group (assume it to be (1, 2, 3)), take any two balls and weigh them against each other. Either one of these is heavier else the third ball is. Less

The above answers is for 8 balls.

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Global Mentoring Solutions

All the questions were generic and quickly were found to be scripted.

4 Answers

Wow Wayne K. Way to go with the scripted answers. I was looking into applying to this company , but after reading those poorly scripted answers, not anymore. Less

We thank you for your feedback. We are regularly reviewing our application process and looking for improvements. In response to your comment about creating a hotmail account, the purpose of that question was NOT to test your technical skills at all. I can't get into the purpose of the question, but we were looking for something else there. Less

For consistency and objectivity, we do have an interview script that we follow. That way, all applicants are on the same playing field and compared fairly. Less

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The questions asked were in regards to the position and as to my experience and qualifications. They were very happy with my answers and wanted me to meet another individual who also interview me and ask me the same questions. Which were again answered with satisfaction by the interviewer.

3 Answers

Not a very professional outfit. Provided no follow ups at all. Then despite having the right qualification, rejected my application because I was according to the Hiring team "Over qualified" for the job. How do you spend that much time and have two interviews and then decide on not proceeding? Very poor handling. I would not recommend anyone work for this company. Less

You dodged a bullet mate, this company sucks.

Found the exact same experience from this company myself even if an offer was made i was going to turn the position down as i got a very strange vibe. The technical interview wasn't like id expect as no technical questions were asked and i didn't find the guy very knowledgeable when i quizzed him. Less

Intercontinental Exchange

Some basic Linux questions and how you'd deal with customer queries. Standard HR questions really. Why i'd left my last job etc.

3 Answers

Did you get the position?


The questions were mostly ok but the most senior person on the call who was based in the US was very difficult which is fine I thought, they want to test to see how you'd deal with difficult customers I suppose but he was downright rude at times and didn't like it it when I pushed back a bit. At one point he said you seem to have a 2 year itch because you leave jobs every 2 years. Even though I was in the job before last for 5 years (!) Ofcourse I pointed this out. He questioned why I didn't answer one of the video questions but I explained I didn't want to waffle if I didn't actually know the answer. I mea n you've decided to bring me in anyway so whats the big problem. The process took far too long, the HR screener I get, the video interview I had to make more time for and I feel was a waste of time as was talking to 6 different people all afternoon. They also cancelled my first face to face after I spent an hour getting to the city but I can forgive this as emergencies happen and they had systems down. What I can't forgive is that I did my research on the company, I answered their questions and I made the time for all the interviews and when they rejected me, the HR lady who was very friendly and seemed keen for me to come in and explained how they really wanted to see me, gave me a generic rejection email and no response at all when I asked for feedback. Now I can guess I was probably not technical on the role and they decided not take a chance but after I spent all my time, give the courtesy of an honest constructive feedback rather then a canned response. Less

Kerridge Commercial Systems

If you were in a room with three light switches, and you could not see out of the room and you could only leave the room once. The three corresponding light bulbs are in another room. How do you tell which light switches belong to which bulbs?

3 Answers

My answer to this is: Assign a value to each light switch (A,B,C) Start a timer for 3 minutes Flip switch A and B on After the 3 minutes is up, flip B off again. Go into the other room. The lighting bulb belongs to switch A The the other two light bulbs (one will be hot and one will be cold) The hot bulb belongs to switch B The cold bulb belongs to switch C. Less

(I mean you would put one resistor in series with each of the three switches, obviously; the greatest value resistor would result in the most dimming). Less

Assumptions: You have three inputs: X, Y, Z with two possible states (0,1). You have three outputs: A,B,C with two possible states (0,1). The inputs and outputs are independent of each other, but one input should be matched to one output. For example, if X --> A, then X(1) --> A(1). Note: we don't actually know whether the normal state of the switch is open or closed. For our purposes 0 is normal state, 1 is abnormal state. You have one chance to observe the outputs. You could flip one of the switches and observe, but this will only tell you about one of the connections and leave two unknowns. You could flip two switches, but this still leaves two unknowns. You could flip all three, but this leaves three unknowns. You could flip none of them, but that leaves three unknowns. Another possibility is to McGyver the light switches by placing three resistors of different values in series with the switch, verifying the switch is closed, and then observe the relative brightnesses of the bulbs. More creatively, you could use your one trip to leave the room to find the documentation and/or the persons responsible for this cruel experiment. I am sure this is wrong, but I was never a math or CS major. =D Less


It wasn't a serious of tough or difficult questions. There was a series of questions which I answered, and then because I thought I properly done my homework. when I was asked if there were any questions I had for the interviewer, I asked if they had tested their pages against some security issues that were going on at the time. The interviewer had to admit no they hadn't.

3 Answers

Best to not mention anything outside of what you're applying for. You probably came off as a risk too them. Security issues or talking about Hacking is a gray area; something you should only have conversations with when appropriate staff are around. Next time ask to expand on resume about a scenario in which you improved security. Less

Relating to experience is key to get the conversation rolling. "As technical support I often have questions regarding security; [follow up with selling yourself on firewalls/acl/Methodology]". Less

I was later told in the interview feed back that I was "arrogant" for asking those questions.. Wow!! Seems like it would have been better not doing the research.. that's a first, and when I thought about what the recruiter said, .. well what can I say. The code words he used were for guys. Less

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