Top Technical Support Interview Questions with Example Answers [2022]

Question Overview: This question is a good way to see how well the applicant can troubleshoot and problem solve.

Sample Answer: First, I would gather info and facts from the customer. Then I would identify and verify the issue. Next, I would try common quick fixes. If that's not successful, I would use additional resources to research the issue. Once a solution is found, I would perform appropriate repairs or replacement if necessary. After the solution is implemented, I would test thoroughly to ensure everything is OK.

What the interviewer is looking for:
• - The candidate goes through the troubleshooting process correctly (from fact gathering and diagnosis to solutions)
• - The candidate has a thorough yet adaptable troubleshooting process
• - The candidate emphasizes solving customer needs as quickly and effectively as possible

Question Overview: This question helps you understand the applicant's motivations.

Sample Answer: I want to work with you because I've been a customer of your company for years. I love your products and the way they make my life easier. I've also been following your company's mission and initiatives, and I feel like I can really contribute to those efforts.

What the interviewer is looking for:
• - The candidate is interested in your company
• - The candidate is excited about the work your company does
• - The candidate has researched your company and its products

Question Overview: This question can help you determine if the applicant is within the age range you're looking for.

Sample Answer: I'm 27 years old.

What the interviewer is looking for:
• - The candidate is within the age range you're looking for
• - The candidate is honest about their age
• - The candidate is mature for their age

Question Overview: This question can help you learn how the applicant handles conflict and difficult situations.

Sample Answer: I always try to remain calm and professional. I listen to the customer's concerns and try to understand their point of view. I also try to empathize with them. I take a collaborative approach to problem solving. I like to work with customers to come up with a solution that works for everyone.

What the interviewer is looking for:
• - The candidate shows they can remain calm and professional
• - The candidate shows they have good communication skills
• - The candidate shows they can work with others to resolve issues

Question Overview: This question helps you learn about the applicant's strengths and weaknesses.

Sample Answer: I'm a quick learner and I'm always willing to take on new challenges. I'm also a great communicator and I can work well with others. My weakness is that I can get a little too focused on work sometimes.

What the interviewer is looking for:
• - The candidate lists strengths that are relevant to the job
• - The candidate is honest about their weaknesses
• - The candidate shows a willingness to improve

Question Overview: This question helps you understand the applicant's motivations and expectations.

Sample Answer: I want to work for a call center because I love helping people. I'm excited about the opportunity to work with a team of people who are passionate about customer service. I'm also excited about the opportunity to learn new things every day.

What the interviewer is looking for:
• - The candidate has a passion for customer service
• - The candidate is willing to work in a fast-paced environment
• - The candidate wants to work in a team-oriented environment

Question Overview: This question helps you understand how the applicant handles conflict.

Sample Answer: I would try to understand why the customer is angry. I would also apologize for any inconvenience caused. I would then try to find out what I could do to help the customer. If the customer is still angry, I would ask them to contact me again after some time has passed.

What the interviewer is looking for:
• - The candidate shows they can remain calm and professional
• - The candidate shows they can resolve conflict in a positive way
• - The candidate shows they can learn from mistakes

Question Overview: This question can help you determine how much research the applicant has done on your company.

Sample Answer: I know that you're a global company with a focus on customer service. I've read about your products and services, and I've seen the work you do with charities. I'm impressed by the work you do to make life easier for people.

What the interviewer is looking for:
• - The candidate has done their homework
• - The candidate is interested in your company
• - The candidate is familiar with your company's products and services

Question Overview: This question helps you understand the applicant's career ambitions and goals.

Sample Answer: My long term goal is to become a senior technical support engineer. I'm working towards this by gaining more experience and continuing my education. I want to be able to provide the best possible support for your customers.

What the interviewer is looking for:
• - The candidate has a clear vision for their future
• - The candidate has a plan to achieve their goals
• - The candidate is willing to work hard to achieve their goals

Question Overview: This question helps you learn about the applicant's professional growth and development.

Sample Answer: My biggest accomplishment was creating a new troubleshooting process for our company. It was a big project that required me to work with several different departments. I had to do a lot of research and testing to make sure the process was effective and efficient.

What the interviewer is looking for:
• - The candidate has a solid professional growth record
• - The candidate has a track record of solving problems
• - The candidate has a track record of working well with others

Question Overview: This question helps you learn how the applicant handles stressful situations.

Sample Answer: I take a step back and try to look at the problem from a different perspective. I try to think outside the box and come up with a new solution. I also try to keep in mind that everyone makes mistakes, and I can learn from my mistakes.

What the interviewer is looking for:
• - The candidate shows they are a problem solver
• - The candidate is honest and open about their feelings
• - The candidate shows they can work well under pressure

Question Overview: This question is a classic interview question. It's a great way to learn more about the applicant's personality and interests.

Sample Answer: I'm a recent college graduate with a bachelor's degree in computer science. I love technology and I'm fascinated by how it can be used to make life easier and more enjoyable. I've been working in the software industry for five years as a technical support specialist. I've worked with many different types of software, and I'm excited to learn more about your company's products.

What the interviewer is looking for:
• - The candidate is friendly and engaging
• - The candidate is honest and open
• - The candidate shows enthusiasm for the position

Question Overview: You want to hear about the applicant's work ethic and how they work with others.

Sample Answer: My boss would say that I'm a hard worker who's always willing to pitch in and help out. He'd also say that I'm a great team player who's willing to go the extra mile to get the job done.

What the interviewer is looking for:
• - The candidate has a strong work ethic
• - The candidate is a team player
• - The candidate is a good communicator

Question Overview: This question can help you learn about the applicant's interests and motivations.

Sample Answer: I'm interested in joining your team because I've been a customer of yours for years. I love the way you make life easier and more enjoyable for people around the world. I'm also very interested in the work you do to make the world a better place.

What the interviewer is looking for:
• - The candidate has a genuine interest in your company
• - The candidate has a clear understanding of your company's mission and goals
• - The candidate is passionate about the work your company does

Question Overview: This question is designed to find out how well the applicant can admit to their own mistakes.

Sample Answer: My biggest weakness is that I'm always trying to do too much at once. I get really excited about new projects and want to dive right in. I've learned that it's important to prioritize and focus on one thing at a time.

What the interviewer is looking for:
• - The candidate is honest about their weaknesses
• - The candidate shows they are aware of their weaknesses and are working to improve them
• - The candidate shows they are aware of the importance of teamwork and collaboration

Question Overview: This question helps you understand what the applicant values in a manager.

Sample Answer: A good manager is someone who can guide and direct their team to success. They're able to communicate with their team members and help them grow. They're also able to work well with upper management to achieve company goals.

What the interviewer is looking for:
• - The candidate has a good understanding of management skills
• - The candidate can articulate what makes a good manager
• - The candidate shows that they can be a good manager

Question Overview: You want to know if the candidate is likely to leave the company.

Sample Answer: I would leave NetSuite if I was offered a position with a company that has a similar mission and culture. I would also leave if I was offered a position with a company that pays more.

What the interviewer is looking for:
• - The candidate has a good reason for leaving
• - The candidate is willing to leave if the company is not a good fit
• - The candidate is willing to leave if they are not being paid enough

Question Overview: This question helps you understand the applicant's knowledge of computer security.

Sample Answer: Spyware is a type of malware that is installed on a computer without the owner's knowledge. It collects information about the user and sends it to a third party. Viruses are programs that attach themselves to other programs and replicate themselves. They can spread to other computers without the user's knowledge.

What the interviewer is looking for:
• - The candidate has a good understanding of computer security
• - The candidate can explain the difference between spyware and viruses
• - The candidate can explain how spyware and viruses are different

Question Overview: This question tests the applicant's knowledge of networking and customer support.

Sample Answer: I would first check to see if the customer has a router. If they do, I would connect to the router and forward the port. If they don't have a router, I would set up a virtual router on my computer and forward the port through that.

What the interviewer is looking for:
• - The candidate has a thorough understanding of port forwarding
• - The candidate can explain the process in detail
• - The candidate can troubleshoot and resolve issues related to port forwarding

Question Overview: This question helps you understand how the applicant approaches problems that are not clearly defined.

Sample Answer: I try to gather as much information as possible about the problem. I then identify and verify the issue. Next, I try common quick fixes. If that's not successful, I use additional resources to research the issue. Once a solution is found, I perform appropriate repairs or replacement if necessary. After the solution is implemented, I test thoroughly to ensure everything is OK.

What the interviewer is looking for:
• - The candidate has a systematic approach to problem solving
• - The candidate is able to work independently
• - The candidate has a positive attitude and is willing to take risks