Subject: Tech Support Candidate - Vivekanand Kaul
From: Vivekanand Kaul <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 2 Aug 2021 12:41:59 -0400

| | Tech Support Test

Name | Vivekanand Kaul
E-mail | [email-masked]
Phone Number | (+91) 9953933314
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) | Greater Noida
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
Hardware - Basic
Speakers & Audio

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 | Exl Service | Quality Assurance | | 42000
Previous Employer 1 | American Express | Escalation Executive | July 2018 | 35000
Previous Employer 2 | Hcl Technologies | Quality Analyst | Sep 2014 | 25000

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.

Steps to identify the service/connection breakdown as follows-
1. Check what the error indicates. Becomes easy to do fault finding.
2. Check the url typed is correct.
3. Check if the device in use in connected to the internet actively.
4. Once the above options are checked out and there be no errors, we move to identify the modem/router to check if the connection led light is lit.
5. If everything looks okay, on the hardware, we can check if the computer can be connected alternative medium, like with a LAN cable.
6. In case of wireless/handheld device, we can look to try and connect via an alternative device hotspot and try connecting status change on the device in use.

In the above 6 steps we will be able to identify the fault area, and we can progress accordingly with recommendations.

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

1. Switch on bluetooth on phone.
2. Switch on the bluetooth speaker, and check led indication/audio.
3. Switch the speaker to bluetooth mode.
4. Scan for available unpaired devices for a connection.
5. As per the manual, select the bluetooth speaker on phone, bluetooth settings menu.
6. Once connected you will hear an audio or there will be a change in the led indicator.

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

For technical support job a specific skill set is needed, which i hold and have acquired with years of experience.
1. Have the skill/knowledge.
2. Open for learning.
3. Being a patient listener, to identify the prompts for issue.
4. Share the issue understanding with caller.
5. Narrate the glide path/prepration.
6. Use simple language and keep checking progress and understanding along the way.
7. Success

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

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