Technical Support Interview Questions

Q: 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?

[ ] 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.

Q: 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?

[*] 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.

Q: 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?

[*] 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.

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 Public

0-33%
34-67%
68-100%

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.

Report an issue

Solve Question

2. Bug Report

Troubleshooting Identification Technical Support New Public

0-33%
34-67%
68-100%

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.

Report an issue

Solve Question

3. DNS Failure

Basic Computing Networking Technical Support New Public

0-33%
34-67%
68-100%

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?

DHCP

DNS

TCP/IP

PPP

Which possible solution would resolve the user’s problem?

Reset the MAC address.

Change IPv4 settings to IPv6.

Open port 80.

Change the DNS to another public server address.

Report an issue

Solve Question

4. Email Signatures

Basic Computing Software Technical Support New Public

0-33%
34-67%
68-100%

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.

Report an issue

Solve Question

5. Ethernet Connections

Basic Computing Hardware Technical Support New Public

0-33%
34-67%
68-100%

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:

Report an issue

Solve Question

6. Facebook Problem

Troubleshooting Investigation Technical Support New Public

0-33%
34-67%
68-100%

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.

“What are the lights on your router doing?”

“Do you have an active internet connection?”

“Can you try emailing me a screenshot so I can see what you see?”

“Have you tried visiting any other websites?”

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.

“This must be so frustrating for you. Can you have your daughter call me?”

“OK, no problem. Did you change any settings that you weren’t sure about?”

“I can fix this easily. Do you see the wi-fi icon in the corner of your screen?”

“I’m sorry you’re having trouble accessing your messages. Can you read to me what you’re seeing on your screen right now?”

Report an issue

Solve Question

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

Technical Support Test (Easy)

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Technical Support Interview Questions

Practice for Technical Support interviews by solving TestDome questions. Our interview questions are used by more than 7,000 companies and 450,000 individual test takers.

1. Elderly Customer

2. Bug Report

3. DNS Failure

4. Email Signatures

5. Ethernet Connections

6. Facebook Problem