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Operational and Situational questions

  • A customer problem is taking you longer than expected and you’re running late for your next appointment. What do you do?
  • How do you prepare yourself before meeting a client on-site? What equipment do you usually take with you?
  • You are dealing with a customer problem, you’ve tried different ways but nothing seems to work. What’s your next step?
  • You are asked to fix a printer. All you know is that when the customer tries to print, there’s an ‘error’ notification. What additional questions would you ask to better identify the problem?
  • Are you familiar with our products? Can you think of some of our common customer queries?
  • How do keep record of your work? Do you use any tools or systems to help you organize and file the cases you have handled?

Role-specific questions

  • What does excellent after-sales support mean to you?
  • Do you have a valid driver’s licence?
  • Walk me through the process of updating the computer operating system.
  • How do you install antivirus software?
  • How do you access the Recovery Control in Windows?
  • Can you name a few ways to increase a laptop’s battery life?

Behavioral questions

  • Describe a situation where you have dealt with an angry customer. How did you handle their complaints?
  • What resources do you use to discover the latest technology trends?
  • What’s your area of expertise? Is there something you would like to learn more about?
  • Describe the hardest problem you have faced so far. What made the situation complex and how did you manage to handle it?