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.

Q: As part of your customer service work for QuikPizza, you monitor the restaurant's social media accounts to make sure that customers have positive experiences with the restaurant. When you come into work one morning, you see the following public post from the night before, which already has 138 likes. Given that this message is on social media, how do you respond appropriately?

[*] "Oh no! That’s not what we like to hear! Send us a private message with your order confirmation code to get a credit for a veggie pizza with only vegetables on it, sorry puppy!" [ ] "Sorry to hear that!☹ Reply on this post with your phone number and address we'll send you another pizza and a gift card for your trouble. By the way, your dog is super cute!😊" [ ] "That's too bad! We're careful with our orders but we’ve been having trouble with delivery drivers. We’ll send you another one for free and some pepperoni for the dog." [*] "Well, we be like ☹ until both you and your dog be like 😊 with our food. When you're hungry for pizza again, let us know and we'll send you a free veggie and a custom doggy pizza." [ ] "Sounds like we accidentally got your pizza right! Just joking, we love meat but we know you veggies don't. DM your address and we'll send another plus something for the dog."

Q: A customer phones to complain about a printer she purchased last week that stopped working. The customer tells you the brand of printer and it's clear she has called the wrong number because your company has never sold that brand. What responses show appropriate customer service in this situation?

[ ] "I can understand your frustration with this printer. Unfortunately, we do not sell that brand but I would be happy to help you figure out how to make it work since I’ve had similar problems with printers." [*] "I checked and another company sells this brand of printer. If you’d like, I can look up the customer service contacts for this printer so they can resolve the issue for you." [ ] "Thank you for your call and I apologize for the inconvenience. When you buy a new item, you expect it to work. Unfortunately, we do not sell that brand of printer and so I can't help you." [ ] "Yes, a lot of people have problems with that printer, which is why we sell a more reliable one that I can get you a great discount on so you don't have to worry about your broken printer." [*] "I don’t want to frustrate you more but we don’t sell that brand of printer. But I still want to help, if that’s OK? Let me direct you to a website that lists common printer problems and ways to fix them."

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

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

Easy

Interpersonal Skills Customer Service Public

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.)

Solve Question

2. Bug Report

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

Easy

Troubleshooting Identification Technical Support New Public

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.)

Solve Question

3. DNS Failure

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

Easy

Basic Computing Networking Technical Support New Public

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.

Solve Question

4. Email Signatures

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

Easy

Basic Computing Software Technical Support New Public

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.)

Solve Question

5. Ethernet Connections

Easy

Basic Computing Hardware Technical Support New Public

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:

A PCB

Solve Question

6. Facebook Problem

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34-67%
68-100%

Easy

Troubleshooting Investigation Technical Support New Public

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!”

Solve Question

7. Wrong Pizza

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

Easy

Interpersonal Skills Customer Feedback Customer Service Social Media New Public

As part of your customer service work for QuikPizza, you monitor the restaurant's social media accounts to make sure that customers have positive experiences with the restaurant. When you come into work one morning, you see the following public post from the night before, which already has 138 likes.

Social media post saying that the person received a meat pizza instead of a vegetarian one with an image of a happy dog that ate the meat.

Given that this message is on social media, how do you respond appropriately?

(Select all acceptable answers.)

Solve Question

8. Broken Printer

Hard

Interpersonal Skills Customer Complaint Customer Service Unfulfilled Request New Public

A customer phones to complain about a printer she purchased last week that stopped working. The customer tells you the brand of printer and it's clear she has called the wrong number because your company has never sold that brand.

What responses show appropriate customer service in this situation?

(Select all acceptable answers.)

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

7. Wrong Pizza

8. Broken Printer