This Technical Support Test
Separates Good From Bad Hires

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.

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?

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?

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?

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 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!”

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?

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?