Interview questions for technical Support
Providing great customer service sets you apart from your competition. But to make that happen, you need to staff your team with people who have the skills and temperament to effectively solve your customer's issues and positively represent your company for every interaction, day after day.
For many organizations, certain people and communication skills are more important than expertise in the product or industry. The latter can often be taught, but the patience and empathy required to effectively help customers is much, much harder to learn on the job.
One thing to look for is a passion for helping others. A good indicator for this trait is passion for other things in their lives: a sport, a hobby, their family. During the interview, get the candidate talking about their interests and note the level of enthusiasm they bring to the conversation.
Once you get the icebreaker questions out of the way, where should you take the interview next? To get you started, we've compiled these interview questions that can help you understand if the person you're talking to has the skill set and temperament to be an effective customer service rep.
These questions give candidates a chance to respond openly about their interest in the position, their goals, and what they can bring to your team.
What first drew you to work in customer service?
Why should we choose you over someone else?
What is your approach to customer service?
Do you have any long-term aspirations beyond this position?
It’s important to have passion for customer service and hearing why someone chose this path can reveal that. Articulating their customer service philosophy and hearing about their career goals can tell you a lot about their fit for the position and potential for engagement.
Customer service is not easy. Your reps are often dealing with a customer’s unhappy emotions and how they respond in those situations is critical. Patience and understanding go a long way in managing the customer relationship.
Have you encountered a scenario where you dealt with a really upset customer, or were even blamed for something that wasn’t your fault? How did you handle this situation?
Describe an experience where you received positive (or negative) feedback from a customer and how that experience has made you a better rep.
Share a story about time when you encountered a problem and you did not immediately know the solution. Describe how you resolved the issue and how you communicated with the customer. Be as detailed as possible.
Both empathizing with customers and making their service experience simpler and less time consuming are what sets great customer service teams apart from the also-rans. Here are some questions that will help you assess a candidate’s experience with and capacity for both.
Describe an experience you had that required you to really empathize with a customer’s situation for you to truly understand their issue and how to solve it?
Support doesn’t always fix the issues, but does take ownership of the solution for issues. Tell me about a time you took ownership of something for a customer and reduced the effort they need to make to get help. What was the result?
How have you advocated for your customers when it was apparent that their issues could be prevented by improving how a product was designed, how a process could be streamlined, or how communication could have been made easier?
Job-related scenarios provide insight into a candidate’s future success. Have candidates put on their problem-solving caps using examples from your world? The goal is not for them to solve critical problems during an interview, but to determine whether they will be effective working with you, your customers, and other team members.
If you had to become a Subject Matter Expert on a part of our business, how would you go about doing that?
Customer service reps need to be inherent problem solvers; give your candidate a problem to solve (real or fake) and see how they respond. For example: “My ______ stopped working this morning… how would you help me fix it?”
Sometimes customers will ask to speak with another rep, or a manager. If you’re the only rep…what do you tell them?
These interview questions should help you get at the relevant details and give the job candidate the opportunity to tell their customer service story.thinking thru thru thinking meaning thinking things thru still thinking meaning thinking of you till it hurts john till thinking place thinking of you till it hurts lyrics thinking about something till it happens wishful thinking till svenska thinking of you till svenska what is thinking about thinking called thinking to myself thinking to yourself thinking to much quotes thinking to hard thinking to myself synonym thinking to do thinking towards the future thinking towards thinking towards life maternal thinking towards a politics of peace positive thinking towards life creative thinking towards success wishful thinking towards thinking with literature towards a cognitive criticism thinking under pressure thinking under stress thinking under the influence human communication thinking under the influence example thinking under pressure synonym thinking under fire thinking under fire bion thinking of you underneath the mexican moon thinking until head hurts thinking about something until it happens thinking of you until it hurts does thinking make your head hurt why does my head hurt when thinking can you think so much your head hurts when your head hurts is it your brain thinking up a storm thinking up math thinking up and leading up thinking up meaning thinking up a hurricane thinking versus feeling thinking versus critical thinking thinking vs thought thinking vs doing design thinking via zoom critical thinking via the abstraction ladder thinking with mathematical models answers investigation 2 thinking with mathematical models answers investigation 1 thinking within the text thinking within the text questions thinking within the box thinking within the text wheel thinking within yourself thinking within the framework thinking within context thinking within the concept thinking without words thinking without language thinking without a banister thinking without thinking thinking without emotion thinking without thought thinking without inner monologue thinking without pictures athinkingape inthinking inthinking ib inthinking psychology inthinking biology inthinking history inthinking spanish b inthinking chemistry inthinking student login design thinking unthinking unthinkingly unthinking synonym unthinking respect for authority