Technical Support

Review the job description for a Technical Support position. A number of the underlined keywords have links to interview questions for that keyword or job function.

Description: The successful candidate will:

• Analyze customer product issues within released applications.  

• Work with product development, R & D and other internal departments to resolve issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases.

• Collaborate with team members to share knowledge of issues and corresponding resolutions or workarounds.

• Need to understand our applications to provide answers and training to Technical Support and Sales Departments.

• Develop training materials and web based support materials.

• Support to the Technical Support Centers, Sales, Value Added Resellers (VARS), Original Equipment Manufacturers (OEMs), and high profile corporate customers. 

• Work on entire product lifecycle which includes participating in Marketing Requirements Documents (MRD), Spec Reviews, running Beta programs, and participating in Product Development team meetings.

Requirements:

• BS Degree desired

• One to three years technical support experience

• Willingness to take ownership of problems and follow through to completion.

• Strong, structured analytical skills.

• Excellent written and verbal communication skills

• Excellent time/project management skills

• Team player

• Travel may be required

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Additional IT interview resources:

• Algorithms For Interviews, Adnan Aziz, 2010

• Cracking the Coding Interview, Fourth Edition: 150 Programming Interview Questions and Solutions, Gayle Laakmann, 2008

• Programming Interviews Exposed: Secrets to Land Your Next Job, John Mongan, 2007

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• Questions to Ask the Interviewers

Search for current trends and subject areas for your Technical Support interview:

Practice Technical Support Interview

1. Tell me about your tech support experience.
   Tips on your interview opening.

2. How many calls did you answer on average in a day?

Follow-up:  Walk us through what you do when you receive a call?

3. What percentage of all calls were you able to answer without escalation?

4. Would you say there was much diversity in the type of calls you received?

5. How did you like working the AM or graveyard shift?

6. How did you deal with upset customers?

Follow-up:  How many angry customers do you refer to your supervisor in a week?

7. How do you feel about going on the road from time to time?

8. Could you deliver a training class if necessary?

9. How would you deal with a disruptive student?

10. What if he didn't realize he was a disruptive student?

11. What sort of ramp-up time do you think you need to be fully productive?

12. What do you expect from this job?

13. Where do you see yourself in 2 years?

14. Do you have any questions?
    Tips on your interview closing.