Technical Support personnel must be able to walk clients through instructions so that they can use any feature of the product they desire.
The interviewer will want to know if you have a working knowledge of their product’s features and its maintenance. You must prepare yourself by studying the product and familiarizing yourself with it so that you can clearly explain the method of using the product in any given situation.
This article provides sample interview questions for technical support positions (also called tech support) along with tips on answering these questions.
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Job Interview Questions for Technical Support
The general questions are as follows:
- What is your basic technical experience and qualifications?
- What technical skills do you possess that would benefit our company?
- What do you know about our products and company?
- Have you used any of our products or similar products, manufactured by competitors?
- Would you say that you are a hands-on type of person?
- What is the usual amount of time spent on an average call?
- Would you be willing to take training or classes to improve your technical skills, possibly at minimum wage?
- What steps do you follow when solving a technical problem?
- What tools are most helpful to you when trouble shooting and solving a problem?
Technical support positions deal with a specific base or model of products. A basic knowledge of the company’s products and their uses is the key here. Research the company’s products in order to familiarize yourself with them as best as you can.
Other than basic hands-on knowledge of a product, a willingness to learn as much as necessary is required. Even if you are not familiar with their product, most companies have several training programs available to those with the desire to learn.
Be prepared to discuss your past accomplishments in guiding clients to successful product use. If possible, quote figures: number of customers helped in an hour or day; amount of time spent on an average call, number of conversations needed to resolve and clarify any issues… Come with a flow chart explaining trouble-shooting process. Proper preparation and review will make you an excellent candidate.
Customer Support Job Interviews