Subject: Tech Support Candidate - ROHAN GUPTA
From: ROHAN GUPTA <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sun, 24 May 2020 00:26:05 -0400

| | Tech Support Test

Name | ROHAN GUPTA
E-mail | [email-masked]
Phone Number | (91) 9560211839
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) | East Delhi, Shahdara

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 | NA | Na | |
Previous Employer 1 | Icici bank ltd | Credit Manager | 18 Dec 2019 | 44000
Previous Employer 2 | Infosys Pvt Ltd | Senior system engineer | 16 march 2016 | 38000

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 I will go through the error message and try to fix the problem. If error message says you are not connected to internet then I will check my internet connection, is my system properly connected to wifi/lan? If internet connection is proper then I will try to open another site and make sure internet is working. Some sites wants user permission and inform user about site using cookies and require user acceptance of the same.  Once the terms are accepted by user the site opens.
Some sites require latest version of web browser and inform user about the same in case web browser being used is obsolete version. Then latest version needs to be downloaded and installed.
Some sites require media player like java to support graphic content of the site. In case java is not installed then also site shows error message and asks user to install java through link provided.

What according to you is difference between Bluetooth and Wifi?

Bluetooth is used to exchange data and connect devices through wireless medium whereas wifi is used to access high speed internet through wireless medium.

Bluetooth works in close proximity range whereas wifi can work in relatively larger area.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences)

Good customer service helps the customer in prompt resolution of queries through standard operating procedures which helps in customer satisfaction.
According to me great customer service deals in going one step ahead of good customer service and understand problem of customer to a deeper extent and offer a custom made solution if required.

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

I have completed my bachelor in technology due to which I have an inclination towards technology.
I have worked with infosys as a software developer, so I understand the software framework and what problems a user may encounter while using system and how to help user to fix them.
I have also worked with Icici Bank and understand the dynamics of customer service. How to maintain TAT for resolving issues. Importance of customer satisfaction.

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

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