Subject: Tech Support Candidate - Shivesh Singh
From: Shivesh Singh <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 17 Mar 2021 03:38:00 -0400

| | Tech Support Test

Name | Shivesh Singh
E-mail | [email-masked]
Phone Number | (0) 9821531194
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 Extension
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
Networking - basic
Networking - advance
Hardware - Basic
Hardware - Advanced

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 International Services | Sr. CTSA | 1st Dec 2016 | 34000
Previous Employer 1 | Convergys | Sr.TSO | 15th May,2013 | 17000
Previous Employer 2 | IBM GPS | CSR | 3rd Nov,2011 | 11000

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

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.

The steps taken would vary with the kind of error message I get.
These would include :
1) Ensuring that the internet connection is not down.
2) Ensuring that the used URL is correct.
3) Try opening other websites, to see if that works. If it does, check and see if there is an outage on the website in question.
4) Use a different browser to see if the issue is browser related.
5) Check and ensure that the said website is not in the restricted list if the browser being used.
6) If the error is regarding SSL Certificate error, making sure that the System time and date are correct.
7) Sometimes it could be due to restrictions imposed by a parental control software. I will check and see whether that is the case.
8) Another step to check the website functionality would be trying to ping and tracert the website in CMD (for Windows systems) to get an idea as to what might be the issue.

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

1) Power on the bluetooth device.
2) Power on the bluetooth on the phone and search for available devices.
3) Once we get the said device in that list of available devices, select the option to connect/pair
4) Once successfully connected/paired the mobile phone will mention that it is now connected to the device.

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

According to me for a good CSR/ Tech Support candidate these are the qualities needed.
1) Active listening.
2) Being patient and letting the customer explain the issue completely.
3) Being empathetic to the customer.
4) Use all the available resources to help the customer as best as we can.
5) Owning the issue including proper follow up, if needed, until the complete resolution of the issue.
6) Offering further assistance if needed .

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

| |