Technical Support Test

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 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 recent software update was released across web, desktop, and mobile app platforms. A user has reported an issue with the mobile version of the application. As you begin troubleshooting the issue, you quickly confirm that you need to file a bug report for the development team.

What should you do before filing the bug report?

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.

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Given that this message is on social media, which individual messages would be appropriate as a response?

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?

A client that you've worked with for years comes to your office to discuss an account issue.

What are correct ways to respond?

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!”

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.

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?