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Technical Support Interview Questions

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Need to practice your Technical Support skills for an upcoming job interview? Try solving these Technical Support interview questions that test basic computing, troubleshooting, and interpersonal skills. We’ll provide feedback on your answers, and you can use a hint if you get stuck.

These Technical Support interview questions are examples of real tasks used by employers to screen candidates for technical support jobs, such as call center and tech support agents, and others that require a high level of knowledge in basic computing, keen troubleshooting abilities, and excellent interpersonal skills.

1. Elderly Customer

Interpersonal Skills Customer Service
   
Easy  

An elderly customer calls with a problem finding some product information on your company’s website. He is nice enough, just frustrated and hopeless because he can’t find what he needs. The information he’s looking for is too long and complicated to share over the phone. What are the best next steps?

(Select all acceptable answers.)

Tell him he can find the product information he's looking for in the product information section of the website.
Advise him to go to the product information section of the website and print out all of the available material so that he can review it offline.
Help him navigate the website to find the information he is looking for.
Offer to find the information he needs and send it to him directly.
   


2. Bug Report

Troubleshooting Identification Technical Support
   
Easy 

Your company has recently released a software update for all versions of its main application, and a user has reported a problem with the mobile version of the application. As you begin troubleshooting the issue, you quickly confirm that you need to file a non-critical bug report for the development team.

What should you do before filing the bug report?

(Select all acceptable answers.)

Try to recreate the issue in the mobile app.
Try to recreate the issue in the desktop app.
Remove the public link for downloading the software update.
Run a virus scan on the affected device.
Force a rollback to the previous software version for all users.
   


3. DNS Failure

Basic Computing Networking Technical Support
   
Easy 

A user working from home reports that every time she tries to go to www.google.com, all she receives is a message about how the site can’t be reached. However, she is still receiving email on that computer so she knows her internet is working.  A quick check on your own computer shows that www.google.com is up and working properly.

Which server do you suspect is malfunctioning to cause the user’s issue?


Which possible solution would resolve the user’s problem?

   


4. Email Signatures

Basic Computing Software Technical Support
   
Easy 

A user is encountering a problem where part of their email signature is appearing to others as a separate attachment.

Which of the following could fix this issue?

(Select all acceptable answers.)

Remove images from the signature.
Change the email format to HTML.
Use animated GIFs to slowly display the signature.
Scale the signature to 50%.
Change DPI to 10.
   


5. Ethernet Connections

Basic Computing Hardware Technical Support
   
Easy 

Your manager hands you a computer component and asks you to install it in a user’s computer, then connect the appropriate cable.

The component looks like this:

What is the computer component?


Which cable do you connect to this component?

   


6. Facebook Problem

Troubleshooting Investigation Technical Support
   
Easy 

A customer calls in to ask for help, “I don’t know why it’s not working. I logged onto my computer to check my Facebook messages and it’s not working!”

How do you respond? Choose the best response from the options below.


The user responds, “I don’t know how this thing works! My daughter set it up for me!”

How do you proceed? Choose the best response from the options below.

   


If you feel ready, take one of our timed public Technical Support Interview Questions tests:
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