Subject: Tech Support Candidate - Nancy Aishwarya
From: Nancy Aishwarya <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 2 Sep 2020 10:11:05 -0400

| | Tech Support Test

Name | Nancy Aishwarya
E-mail | [email-masked]
Phone Number | (91) 9835443389
Do you have your own transportation (2 or 4 wheeler) or are you able to commute to office without using Metro? Our office is located in Noida Sector 2, near Noida - Sector 15 Metro Station | I can commute only using Metro
Where do you currently live (area) | Shalimar bagh

Please give us details of your last 3 employments including current. If you've not worked in 3 companies, please enter NA

| Name of Company | Designation | Last working day | Monthly Salary (inhand)
Current Employer | Dell Technolgies Sec 43 | Technical support engineer | | 30k
Previous Employer 1 | Convergys | Technical support associate | | 17k
Previous Employer 2 | | | |

Situation: You are trying to open a website (www.ndtv.com) on your browser, and you get an error. As a computer user, please tell us all the steps you will take in logical order to troubleshoot the problem. Please answer in Grammatically correct english.

1. Need to isolate whether its an internet issue , browser issue or  Webpage issue. And then troubleshoot  accordingly.
2. If its an internet issue then need to run windows troubleshooter first , followed by power cycle and network  reset .

3. Most of the time it fixes the issue but in case if issue is still persist then need to open cmd as admin and run the following commands

A. IPCONFIG
B. IPCONFIG RELEASE
C. IPCONFIG RENEW
D. NETSH WINSOCK RESET

And restart the PC . It will fix the issue , if not then we can proceed with the System restore depending upon the WLAN card availability in the device manager .

What according to you is difference between Bluetooth and Wifi?

Bluetooth allows for short-range data transfer between devices,  Wi-Fi, on the other hand, allows devices to connect to the Internet. The major difference is the bandwidth, connectivity range and radio signal range.

The security of bluetooth is less in comparison of wifi. While wifi provides better security than bluetooth.
Bluetooth is less flexible means in this limited users are supported, Whereas wifi supports large amount of users.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences)

Good Customer Service Is Something Not Beyond Customers Imaginations.
Customer Gets His Kind Of Service Which Is Expected From An Organisation, But Customer Had Something More In His / Her Mind In Terms Of Getting Service. Good service is something Which displays An Normal Act Of World

While Great Customer Service Is Something Going Beyond Customers Imaginations. Going An Extra Mile And Getting That wow Factor Inside The Customer. It's An Act which Makes An customer Amaze.

What according to you makes you a good candidate for customer service or technical support job?

Taking the ownership of the case and the customers issue , and resolving it on priority.

Understanding the customers feelings and concerns related to the issue

Showing empathy with the customers

Being calm composed polite and knowledgeable

Educating the customer about the troubleshooting steps

Always listening to the customers

On a scale of 1 - 5 please rate your fluency in spoken English | 5

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