Subject: Tech Support Candidate - Deepak Shukla
From: Deepak Shukla <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 3 Mar 2021 08:43:43 -0500

| | Tech Support Test

Name | Deepak Shukla
E-mail | [email-masked]
Phone Number | (+91) 7838621339
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) | Mayur Vihar, Phase -1, New Delhi -110091
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 - Basic
MacOS
VoIP

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 | PcsInfinity Pvt Ltd | Team Lead application Support | | 45000
Previous Employer 1 | Jyothsna Software Solutions | Software Engineer | 28/02/2016 | 12000
Previous Employer 2 | | | |

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.

To troubleshoot the problem I will take the following steps:-

1. Refresh the page.

2. Make sure that cache and cookies are enabled.

3. Make sure that the browser is up to date.

4. Check if the Website is Down for Everybody or Just Me.

5. Restart the web browser.

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

Steps to connect a Bluetooth speaker to your mobile phone:-

1. Go to settings
2. Tap the Bluetooth option
3. Turn on Bluetooth
4. A list of available devices will appear.
5. If your speaker is not listed, press the button on your speaker that makes it discoverable – it’s often a button with a Bluetooth symbol on it.
6. On your mobile select your speaker (it might be a random product number but should have the speaker’s brand name listed) and that’s it, you’re connected!

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

Given my past experience, future career aspirations, and educational background I strongly believe that I would be able to do complete justice to this role. I’m listing below some of the salient points that I have expertise and exposure to:-

·Have managed and am currently managing a team of technical support engineers

·Responsible for managing the KRA/KPIs, Training, and Career planning of the resources in my team

· Exposure to Support tools like Zendesk, Zoho, and Freshdesk. Also, have experience working on Zoho CRM and Microsoft DevOps for the creations of Production Issues/tasks and Customer account management

· Expertise in supporting customers from across the world – North America, Europe, EMEA, APAC and India

· Expert in Product Implementation and Support best practices and processes

· Responsible for the introduction of Production Ticket Triage between Support, Product Development, and Implementation Teams

· Open and exposed to working in rotational shifts and very much comfortable in managing a global team working in 24 x 7 environment

Apart from the points mentioned above, I'm a keen learner of new technologies and providing training and grooming resources on them. In my current role, the support team that I’m managing brought down the open tickets in the last quarter by almost 35% by taking a proactive approach to resolving and anticipating customer queries.

On a scale of 1 - 5 please rate your fluency in spoken English | 4

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