IT Support Specialist Skills Interview
Author:
Opportunity @ WorkOpportunity @ Work is a non-profit whose mission is to advance economic opportunity by helping STARS candidates (i.e. those Skilled Through Alternative Routes, rather than a bachelor's degree) get hired based on job-relevant skills. Their templates are designed to give candidates an opportunity to showcase their transferrable skills and help organizations find the candidate who will perform most successfully in their role.
Focus area:
Question
1
Consider our [product name] which [describe product]. What technical challenges do you anticipate our customers may experience for our [insert product name]? Why?
What does this question reveal?
Candidate has the ability to ensure customers benefit from company platforms/services
Explore tips
- Demonstrates knowledge of the product's features, functionality, users, etc.
- Understands the nature/value of the product and why people use it
- Prioritizes understanding the customer's vision and goals
- Suggests relevant challenges applicable to product's usage
- Suggests potential strategies to limit challenges/obstacles for the product
Question
2
How would you keep up to date with our company's product improvements?
What does this question reveal?
Discusses their system for keeping up-to-date with product changes
Explore tips
- Emphasizes the importance of communicating with the team to stay informed
- Discusses importance of keeping up-to-date with changes for effective support
- Identifies how to deliver new services to client’s based on any changes
Question
3
As a IT Support Specialist, what are the most important considerations when supporting customers with their IT needs?
What does this question reveal?
Candidate has the ability to prioritize customer wants and needs
Explore tips
- Gaining a deep understanding of each customer's needs
- Tailoring services based on different customer needs and segments
- Managing competing needs (e.g. desired services relative to resources)
- Looking to make sure needs are resolved as quick and painless as possible
- Anticipating issues a customer might face
Question
4
Imagine you are joining our team as a IT Support Specialist. Tell me how you will go above and beyond to meet our customers' needs.
What does this question reveal?
Candidate has the ability to foster and build long-lasting customer relationships
Explore tips
- Communicates the value of customer retention
- Exhibits empathy and thoughtfulness to ensure customers remain satisfied
- Suggests working closely with sales to ensure solution meets customers’ needs
- Suggests collaborating with other teams who work with the client’s account
- Suggests cultivating personalized interactions to the extent resources allow
Question
5
Imagine you and a customer disagree on how to move forward with addressing the customer's issue. How would you handle the situation?
What does this question reveal?
Candidate has the ability to manage customer issues with ease and empathy
Explore tips
- Shows they are solution-oriented and can communicate clearly and with empathy
- Discusses actively listening to the customer's needs and reasoning
- Discusses analyzing the available information to suggest alternative solutions
- Discusses focusing on the long-term business goals/strategies of all parties
- Demonstrates a willingness to compromise to reach an agreement
Question
6
Imagine the volume of customer queries is higher than usual. How would you balance maintaining quality with speed/quantity?
What does this question reveal?
Candidate has the ability to assess competing priorities and provide good service to all
Explore tips
- Shows they can juggle contending needs (e.g. quality versus resources available)
- Discusses prioritizing/adapting the service for different customer segments
- Discusses first response time versus resolution time
- Discusses using the Urgent-Important Matrix and SLAs to define priorities
- Discusses considering the complexity of issues and the volume of affected users
