Subject: Tech Support Candidate - Neraj Kumar
From: Neraj Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 20 Oct 2021 02:50:22 -0400

| | Tech Support Test

Name | Neraj Kumar
E-mail | [email-masked]
Phone Number | (91) 8435004097
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) | Damoh Madhya Pradesh
Which best describes your Technical Support capabilities | I've worked in Level 1 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
Hardware - Basic
CCTV

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 | Heidelberg Cement | Assistant Manager | Still Working | 40000
Previous Employer 1 | | | |
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.

1. First if all i will check my internet connection like LAN or Wi-Fi is working or not
2. If it is working than i will try to open another website
3. If another website is opening properly than i will try to open same www.ndtv.com website on another mobile/desktop/laptop.
4. If still this website is not working than seems some backend issue is there i.e. may be website is down.
5. I will look what type of error is coming.
6. I will also try to contact with website administrator via call/mail also.
7. I will try to ping that website also.
8. If found everything is okay from website administrator than I will check my system firewall settings, and also will ask my 2nd level IT team to check if any websense /antivirus or FW is blocking this website or not.

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

1. make sure bluetooth device is charged/connected in power outlet.
2. Will on bluetooth of my mobile.
3. Will Power On / Switch On Bluetooth speaker
4.I will check my mobile is finding it or not.
3. if find than i will connect it with my mobile.

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

Below are some good reasons-
1. properly communicate with customer
2. record issue as a service request number / incident number
3. update all steps done by you
4. If issue is not resolved by you, get help from 2nd Level / 3rd level
5. also communicate to customer what you are doing to resolve his issue and how much time it will take
6. after resolution get feedback from customer
7. make a history record of same type of calls
8. make summary of weekly or monthly basis

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

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