We have listed questions that are commonly asked during an interview for
technical support for bpo, technical support engineer, IT tech support and
other technical support positions.
The main job of technical support excutives is to assist the customers with any
technical queries they may have regarding the product. Here are some questions
and answers you can expect to see at an interview for technical support
1. Tell us about your basic
technical experience and qualifications.
2. What technical skills
do you possess that would benefit our company?
3. What do you know about
our products and company?
4. Have you used any of
our products or similar products/competitors?
5. Would you say that you
are hands-on type of person?
6. What is your expected
period for an average call?
7. Would you be willing to
take training or classes to improve your technical skills?
8. What steps do you take
for solving a technical problem?
9. What tools are most
helpful to you when trouble shooting and solving a problem?
10. What have you learned
from mistakes on technical support job?
11. What have you done to
improve your technical support knowledge in the last year?
1. Tell us about your basic technical experience and qualifications.
You can consider this question as an ice breaker. You will find yourself facing
this question in almost all the interviews for this position. An effective
answer to this question will summarize your basic technical qualification along
with some information about the technologies and products you have worked on.
Here, you can go on to talk about any revolutionary or recent technology you
have worked on. For e.g. "I have completed by BE - Electronics with 78% marks
and have a 2 years experience of working in the industry of security softwares.
I have the privilege of working in the team which developed and supported the
revolutionary Winsock Layer technology". The trick is to put the full stop at
the right place to provoke the desired next question. With this answers, you
can immediately expect a questions "What is Winsock Layer Technology?"
2. What technical skills do you possess that would benefit our
You must do some home work to answer this question effectively. Dig out the
information about some products and technologies on which they work, match them
with your skills set and prepare an effective answer. Company's website and job
notification can be a good source for this information. To answer this
question, you can say something like - "I see that your company sells security
softwares for mail servers. I have a good knowledge of various mail servers,
their performance and the security loop holes in them. This will help me in
providing effective and efficient support to both the customers facing
technical issues with your product as well those wanting to buy a new product."
3. What do you know about our products and company?
The purpose of this question is to check your level of interest and preparation
for the position. Read the job advertisement carefully and go through their
website to get some basic information about them. You are not expected to know
in and out of the product or the company but exhibiting a basic knowledge can
take you a long way ahead in comparison to other candidates.
4. Have you used any of our products or similar products/competitors?
If you have used the company's product or a product of the competitor, it does
give you an advantage as you would have a basic idea about the functionalities.
However, if you have not used any such product, don't worry. If you have the
ability to grab things quickly and pick up the technology fast, you can prove
yourself to be a potential candidate. For example, you can say something like
this, "I am afraid, I haven't used your's or competitor's products first hand.
However, I have seen others using them. Once I get hold of a product, I have an
ability to uderstand the features quickly and I am quick at grabbing new
technologies. So, I don't think it will pose any problem for me."
5. Would you say that you are hands-on type of person?
One of the most important qualities required in a person handling any support
position is his ability to be available immediately as the requirement arises.
So, the only answer to this question is "YES". Develop an attitude of being
available whenever you are required.
6. What is your expected period for an average call?
You are expected to solve a problem as quickly as possible. However, solving the
problem to customer's satisfaction is the key here. Your answer to this
question demostrates your problem solving abilities, communication skills,
technical knowledge and interest in customer satisfaction. You can say
something like: "The time to resolve a problem depends on the level of its
intensity. However, I have experienced that most of the customers face similar
type of problems. With an ability to analyse the problem quickly and a ready
answer, we can expect to close the call in 2-3 minutes (or whatever time you
have experienced). As a technical support person, my focus has always been on
both efficiency and effectiveness. Customer satisfaction is the key for me"
7. Would you be willing to take training or classes to improve your
Every new product has some new features. If the product you are going to take up
is entirely new you will need more training to handle it. Say "YES" if they are
offering you to take a training before you get started.
8. What steps do you take for solving a technical problem?
This question demostrates familiarity with the technical support process. Your
answer to it also enables the interviewer to arrange for your training, if you
List down the major steps you take in solving a problem and say that you
understand that every company has a different set of procedures, which are you
open to learn quickly and adapt to.
9. What tools are most helpful to you when trouble shooting and
solving a problem?
Experience, knowledge, manuals, team members are some of the tools that come
handy while trouble shooting. However, don't exhibit support from team members
as your primary tool as you are expected to deal with a customer independently
most of the times.
10. What have you learned from mistakes on technical support job?
Everyone who works commits mistake. You don't lose if you have also made some
mistakes at work. However, it is more important to learn a lesson from it and
never repeat the same mistake. To answer this question you can talk about some
mistake you did and focus on what you learnt from it and that you never
11. What have you done to improve your technical support knowledge in
the last year?
Agility is the key to growth. Every person must do some activities to sharpen
his axe. Talk about the books you read, training sessions/ conferences you
attended, discussions you had with the team members as an answer to this