Technical Support Specialist Interview Questions
A technical support specialist solves technical issues as they arise. Daily tasks may include providing help desk support for computer and software, troubleshooting equipment needs, and training staff in the latest tech tools.
Top Technical Support Specialist Interview Questions & How to Answer
Here are three top Technical Support Specialist interview questions and how to answer them:
Question #1: Describe a time when you could not solve a problem. How did you resolve the issue?
How to answer: Explain in detail how you solved a problem through resourcefulness and research. This experience demonstrates important skills employers look for in a technical support specialist. Highlight your resilience and ability to think outside the box when answering this question.
Question #2: Describe a time when you faced a challenging customer service experience. How did you ensure quality service was provided to the customer?
How to answer: Customer service skills are critical to the role of a technical support specialist. When addressing this question, be detailed in your response by laying out each step you took to ensure quality customer service was provided for the customer. Be sure to explain how you went above what was expected of you.
Question #3: How do you make highly technical processes clear to customers or colleagues who are not technology-savvy?
How to answer: Respond clearly by describing a highly technical process using concrete examples to make the concept easy to understand. Providing examples in your response demonstrates strength in interpersonal skills and customer service qualities.
Tell us about yourself.
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General response about you and your accolades.
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Did not receive the interview invitation
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Did not receive an invitation for a next step.
If a VP calls you and says, "I can't access an important file I need for a meeting I'm conducting in 10 minutes. It's on my I drive but there's a red X on it and I can't access it. My admin says she can, but it's not working for me." What would you do to resolve the issue?
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Have the admin send him/her the file needed. Wasting time trying to troubleshoot an inaccessible network drive will make the VP late for the meeting. Less
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Another good question: Are you responsible for maintaining this VP's access & permissions because if so, you just passed the buck in the worst way! If you are responsible for assisting this person in retrieving the access to thier files than your answer better not be "get a copy from your admin assistant"!!.. also consider the security protocol of the company involved. Is this a matter that should be handled without proper verification and security protocol first as you don't want to prescribe access to restricted files if this was a "Fishing Call" Less
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Right click the drive and select connect
What is your understanding of DNS?
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An Internet service that translates domain names into IP addresses. The Internet however, is really based on IP addresses. Every time you use a domain name, therefore, a DNS service must translate the name into the corresponding IP address. For example, the domain name www.example.com might translate to 198.105.232.4. The DNS system is, in fact, its own network. If one DNS server doesn't know how to translate a particular domain name, it asks another one, and so on, until the correct IP address is returned. Less
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Domain name Systems is the application that controls all the settings of your domain name such as your MX records, CNAME records and A Records. Less
"What is sysprep, and how is it used in an everyday computer enviornment?"
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Sysprep is a tool designed for administrators, and OEM's. After you perform the initial setup steps on a single computer, you can run the tool to prepare the sample computer for cloning. -Microsoft Less
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I had no idea... never had to use sysprep
How does your current company deal with solution requests?
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Through a ticketing system, emails, chat, and phone call
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Sales department
"You have a string of numbers, and you would like to return every even number within the set" A: to iterate thru the string, and modulus each number by 2, if it returns 0, the number is even and thus should be added to a list/array and output at the end"
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Create a javascript to index and print. Must give a written example
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Split the string using the separator into an Array. Iterate through the Array members and perform type conversion on number from string to number and do a modulus by 2 operation. If the result returns 0, then number is even else its odd. If even, then push the number into a result array. Once all the elements gets processed, loop through the result array and print the resultant output. Less
How much experience do you have in call-center tech support?
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I would follow up with, having both tech support and call center experience, I believe I have (number of years exp.) in assisting customers over the phone and would have no problem providing tech support over this medium. Less
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While I have several years of both tech support and call center experience, I have no tech support experience in a call center. So the interviewer, again a very nice and professional employee, seemed to completely lose interest in the interview. Less