Top Technical Support Interview Questions with Example Answers [2022]

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 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 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 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 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 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 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 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 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 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 feels about communicating with customers.

Sample Answer: I feel very comfortable on the phone. I love talking to people, and I'm good at explaining things in a way that's easy to understand. I've also been told that I'm a good listener.

What the interviewer is looking for:
• - The candidate is comfortable and confident on the phone
• - The candidate is friendly and professional on the phone
• - The candidate is able to communicate clearly and effectively on the phone

Question Overview: Technical support experience is a crucial part of the job. You want to know how candidates have handled customer issues in the past.

Sample Answer: I've been a technical support specialist for five years. I've worked with a variety of products, including software, hardware and appliances. I've also worked with many different types of customers, from small businesses to large corporations.

What the interviewer is looking for:
• - The candidate has experience with the same type of product you offer
• - The candidate has experience with similar products
• - The candidate has experience with a variety of products

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

Sample Answer: I had a situation where a customer was very upset. He was yelling and cursing at me. I remained calm and tried to listen to what he was saying. I then asked him to explain the problem in more detail. After that, I was able to solve his issue and he calmed down.

What the interviewer is looking for:
• - The candidate shows how they can remain calm under pressure
• - The candidate shows how they can resolve conflict
• - The candidate shows how they can keep customers happy

Question Overview: Applicants must be able to work independently and follow instructions.

Sample Answer: I would first follow the prescreen guidelines and create a website that meets their requirements. I would then make sure that the site is mobile friendly. After that, I would make sure that the site is optimized for search engines. I would also make sure that the site is easy to navigate and has a good user experience.

What the interviewer is looking for:
• - The candidate follows directions
• - The candidate is able to work independently
• - The candidate is able to use the correct technology and tools

Question Overview: This question helps you understand how knowledgeable the applicant is about technology.

Sample Answer: I have a bachelor's degree in computer science. I've been working with computers since I was a kid. I've been using your product for years, and I've also used other products in the same category.

What the interviewer is looking for:
• - The candidate has a good understanding of technology
• - The candidate has experience with the specific technology you use
• - The candidate has a good understanding of the industry and market trends

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

Sample Answer: A self assigned IP address is an IP address that's assigned to a computer by a DHCP server. A DHCP server assigns IP addresses to computers on a network.

What the interviewer is looking for:
• - The candidate has a thorough understanding of IP addresses
• - The candidate has a good grasp of networking concepts
• - The candidate is able to explain technical concepts in a way that's easy to understand

Question Overview: This question helps you understand how the applicant will fit into your training schedule.

Sample Answer: I'm available during the week from 8 a.m. to 6 p.m. and on weekends from 10 a.m. to 4 p.m. I'm also available for training on holidays and vacations.

What the interviewer is looking for:
• - The candidate is willing to make the time commitment
• - The candidate is flexible with training dates
• - The candidate shows a willingness to learn and grow

Question Overview: This question helps you understand how the candidate approaches projects and what they consider important.

Sample Answer: The metrics from my previous project were that we were able to increase customer satisfaction by 10%. We were able to achieve this by improving our customer support tools. We were able to reduce the number of calls from customers by 20%. We were able to do this by improving our knowledge base.

What the interviewer is looking for:
• - The candidate has a clear understanding of the project's goals
• - The candidate is able to identify and explain the project's successes
• - The candidate is able to identify and explain the project's failures

Question Overview: This question helps you understand how the applicant's past experience can be applied to your company.

Sample Answer: I've been working in customer support for five years. I've gained a lot of experience and learned a lot of skills. I know what it takes to provide great service, and I'm confident that my skills will help me succeed in this role.

What the interviewer is looking for:
• - The candidate shows how their past experience is relevant to the job
• - The candidate shows how their past experience is relevant to the company
• - The candidate shows how their past experience will help them succeed in the role

Question Overview: This question is a classic interview question. You can use it to gauge how the applicant values themselves.

Sample Answer: I'm looking for a salary of $50,000.

What the interviewer is looking for:
• - The candidate has a realistic expectation of their value
• - The candidate is willing to negotiate
• - The candidate is willing to take the job even if the salary is lower than expected