Subject: Tech Support Candidate - Albert Lenin James
From: Albert Lenin James <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 17 Dec 2020 05:11:21 -0500

| | Tech Support Test

Name | Albert Lenin James
E-mail | [email-masked]
Phone Number | (91) 9962224054
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 have my own 2/4 wheeler transport
Where do you currently live (area) | Chennai(ready to relocate)
Which best describes your Technical Support capabilities | I've worked in Level 2 tech support

Please tell us which areas below are you comfortable and confident in your support abilities: (select all that applies)

MS Windows OS - Advanced
MS Windows - Basic
MacOS
Networking - basic
Networking - advance
Hardware - Basic
Hardware - Advanced
Speakers & Audio
VoIP
Active Directory,0365,Intunes

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 | Cognizant | CSI Champion | June 2020 | 50000
Previous Employer 1 | Gavs Technologies | Senior Associate | Dec 2017 | 40000
Previous Employer 2 | Css Corp | Escalation Lead | March 2013 | 30000

In your past experience you have (select all that applies)

Interacted with Domestic customers on Phone
Interacted with International customers on Phone
Interacted with customers over Email
Interacted with customers over Live Chat
Used a case management tool

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.

First, We need to figure out where the problem is?

-> Open a new tab and check to see if we can load another website like google.com or mozilla.org in the browser

-> If we can open another site, we can come to a conclusion that the problem  only happens with certain websites.

a) Once identified that the issue is with only a specific website, try different browsers

b) Check the error message you get and further diagnose the problem

c) Try to recollect when was the last time you were able to access the site

d) Try clearing cookies and cache

e) Check the problem only happens on a secure (https) website

f) Check if you are missing any add ons (Eg : flash-player etc)

g) Check  if the site has been added to the blocked list in your browser

h) Reset the browser

i) If the website is working fine in other browsers and if we are able to ping the site then for sure ,the site is being blocked by this browser(Even virus/malware could cause it). we can check for updates on the browser and finally we can take back up of the browser details we require (Bookmarks etc) and uninstall and reinstall the browser.

-> If we can't open another site, We can check with other browsers

-> If we can open the site with other browser then we can come to a conclusion that issue is with that particular Browser.

-> if the other browsers also does not work then we can check the internet connectivity and related trouble shooting(Ping site, Check DNS , Check with different network etc).

Please list the steps to connect a Bluetooth speaker to your mobile phone.

There are 3 Main Steps Involved ,

Step 1 : Check Bluetooth status on the phone and then turn Bluetooth on or off.

Step 2: Pair a Bluetooth accessory

Step 3: Connect

Step1 :

a)Swipe down from the top of the screen on the phone tap Bluetooth to turn it on and off .

b) You can go to setting -> Blutooth(on & off)

Note:

1. This Navigation differs according to the Brand of the Mobile Device and Model.

Step 2:

a) Swipe down from the top of the screen.

b) Touch and hold Bluetooth .

c) Tap Pair new device.

If you don't find Pair new device, check under "Available devices" or tap More  and then Refresh.
Tap the name of the Bluetooth device you want to pair with your device.Follow any on-screen instructions.

Note : You can also use the Settings feature on the phone to complete this(Settings can vary by phone).

Step 3:

a) Swipe down from the top of the screen.

b) Make sure Bluetooth is turned on.

c) Touch and hold Bluetooth.

In the list of paired devices, tap a paired but unconnected device.
When your phone and the Bluetooth device are connected, the device shows as "Connected."

Note : You can also use the Settings feature on the phone to complete this(Settings can vary by phone).

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

To me, customer service means ensuring that the client or customer has the best experience possible. I’ve learned that by listening to the customer’s desires, concerns, and perspective, I’m able to figure out the best way to solve any issues that come up. I especially enjoy when I get to help a customer find a solution they didn’t even realize was possible—one that makes them happy and keeps them as a satisfied customer.

I also have the communication skill , Technical and problem solving ability along with the passion to for this role.I strongly believe i am one of the best in this industry for this role.

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

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