Question Overview: This is a basic networking question that is often asked to gauge an applicant's knowledge of networking. An applicant should have a basic understanding of the difference between the two protocols, and they should be able to explain the difference in layman's terms.
Sample Answer: TCP is a connection-oriented protocol that ensures packets are delivered in sequence. UDP is a connectionless protocol that does not guarantee packet delivery.
Question Overview: This question is designed to assess how well an applicant can communicate with people who have no technical background. This is important because a technical support specialist often has to explain technical issues to non-technical people.
Sample Answer: I would explain that money comes from a company and it is used to pay for things like food, rent and other things. I would also explain that money is not free and that it has to be earned.
Question Overview: This question is important because it gives you insight into the applicant's work history. If they left a job quickly, it could indicate that they are not a good fit for your organization. However, if they left a job because of a promotion or transfer, this could indicate that they are motivated and have a strong work ethic.
Sample Answer: I left my last job because I was promoted to a position with more responsibility.
Question Overview: This question is a great way to see how candidates handle pressure. It also gives them an opportunity to sell themselves. This is a great way to see how they handle rejection and what they do to overcome it.
Sample Answer: I am the best candidate for this position because I am a quick learner and I have the ability to adapt to new technologies. I would be able to learn your company's procedures quickly and provide the best service possible.
Question Overview: This is a question that can be asked of any position. The answer to this question is not as important as the thought process behind it. An applicant should be able to explain how they would approach a problem and what they would do to solve it. This is an opportunity for an applicant to show their ability to think critically and creatively.
Sample Answer: I would first assess the situation and determine if I could move the mountain or if I needed help. If I could move it myself, I would use a variety of tools and equipment to move it. If I needed help, I would ask for assistance from others.
Question Overview: This question assesses an applicant's ability to listen, understand and communicate. It also assesses an applicant's ability to think on their feet. You want to ensure that an applicant can think critically and has the ability to explain technical concepts in a way that is easy to understand.
Sample Answer: I would first ask what the business does. Then I would ask about their internet needs. I would then recommend a network that is best suited for their needs.
Question Overview: This is a basic question that will test the applicant's knowledge of web services.
Sample Answer: Web services description language (WSDL) is an XML-based language for describing network services as a set of endpoints operating on messages containing either document-oriented or procedure-oriented information.
Question Overview: A difficult customer is a challenge for anyone. An applicant should be able to demonstrate the ability to remain calm and professional. If an applicant cannot remain calm, they will not be able to provide the best service to customers.
Sample Answer: I would listen to the customer and try to understand their issue. I would then explain the issue in layman's terms and offer a solution.
Question Overview: This question is important because a technical support specialist must be able to handle different types of personalities. A candidate should be able to remain calm and professional.
Sample Answer: I would try to understand the client's needs and explain the situation in a way that is easy for them to understand.
Question Overview: Google values are important because they are the foundation of the company. If an applicant is not familiar with the values, it could be a red flag. Furthermore, if an applicant does not understand the importance of the values, it could be a red flag.
Sample Answer: I like the idea of "focus on the user and all else will follow." This is because it reminds me that we need to focus on our customers and what they need.
Question Overview: This question is important because it gives you an idea of how candidates handle stressful situations. You want to ensure that they are able to remain calm and professional. You also want to ensure that they are able to explain the situation in a way that is easy to understand.
Sample Answer: I was working with a customer who was having issues with her computer. She was very upset and I had to work hard to keep her calm. I explained the issue and worked with her until the problem was resolved.
Question Overview: This is a basic question that tests an applicant's knowledge of networking. DNS is a protocol that translates domain names into IP addresses. It is a critical part of the Internet.
Sample Answer: Domain Name System (DNS) is a protocol that translates domain names into IP addresses. It is a critical part of the Internet.
Question Overview: This question is important because it allows you to see if the applicant is looking for a short-term position or a long-term relationship with your company. You want to ensure that an applicant has the ability to see the big picture beyond technical support.
Sample Answer: I would stay in this company because I would like to develop my skills and help others.
Question Overview: Technical support specialists are often the first point of contact for customers. Therefore, they must be able to work well with others. An interviewer should listen for how candidates approach their relationships with managers. Are they looking for a manager who is hands off and allows them to do their job? Or do they want a manager who is involved and helps them grow?
Sample Answer: I want a manager who will allow me to do my job and help me grow. I want to be able to learn from my mistakes and have the freedom to make decisions.
Question Overview: This question is important because a call center environment is often stressful. You want to ensure that an applicant is able to handle the pressure of a call center environment. You also want to ensure that an applicant has the ability to work in a team-oriented environment.
Sample Answer: I've worked in a call center before and I know how to handle the pressure. I also know how to multitask and prioritize my tasks.
Question Overview: This question is designed to assess an applicant's technical knowledge. 1080p is a high-definition resolution that is used in television and video. The question is designed to see if the applicant has a working knowledge of the resolution.
Sample Answer: 1080p is 1920 pixels wide by 1080 pixels tall.
Question Overview: This question allows you to assess an applicant's understanding of the job. You want to ensure that they understand the job and are aware of the challenges that come with it. The answer should also demonstrate their ability to handle stress and remain calm.
Sample Answer: I think the hardest part of this job is when a customer is upset. I would try to remain calm and explain the issue in a way that they can understand.
Question Overview: An applicant should be able to articulate why they want to work in support. This could include their desire to help people, their ability to communicate technical concepts or their interest in the technology field.
Sample Answer: I want to work in support because I enjoy helping people. I have a knack for explaining technical issues in a way that is easy to understand.