Subject: Tech Support Candidate - Praveen Rathore
From: Praveen Rathore <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 28 May 2020 04:58:34 -0400

| | Tech Support Test

Name | Praveen Rathore
E-mail | [email-masked]
Phone Number | (0751) 9318429837
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) | Indrapuram, Ghaziabad

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 | GOTRIPZO LLP | Sr. Executive | 18th Jan'20 | 23500
Previous Employer 1 | ALLIANZ Worldwide partners | CSR | 22nd Dec'18 | 18200
Previous Employer 2 | | | |

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.

In this scenario, there could be many reasons behind the error. Although if we are able to understand the error msg, we can resolve it in a direct manner by tackling the exact issue, however yes if I am not a tech savy person, then I can start diagnosing the problem through simply steps as mentioned below;

1. At first I will check the internet connection, whether it's working or not by looking on the icon displayed on the bottom left corner of the display screen. If it's working fine then good to go, else I will restart the router or disable and inable the wifi or Lan.

2. After getting assured that the internet is working perfectly fine, I will go for a simple speed test by any portal like speedtest.net, just to be double assured that speed is not the issue once I am 100% ok with the speed and internet thing, I will close the browser and end the application process completely from task manager and restart the browser I am using.

3. This time there are pretty good chances that the website will open up, however in case I am still facing the issue,  I will better try with another browser and then too if the same issue is persisting then I will turn off the firewall from action center and enjoy using the website taking care that next time I will add the website in trusted sites in firewall.

What according to you is difference between Bluetooth and Wifi?

Bluetooth and Wifi, both looks the same wireless connected device however wifi provides high speed access to internet and Bluetooth is used for data transfers between the devices over short distance range( upto 30 or 50 ft).

We should understand that both wifi and Bluetooth could be used for data transfers. Although the main difference is bluetooth has the limitations of data transfer between nearby devices only.

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

Good and Great customer service

Acoording to me, one is related with keeping our customer satisfied with our product or services and the second relates with keeping our customer satisfied  and loyal.

Here this word "loyal" plays much bigger role than it seems to be. Here, it represents the retention and repeatition of our customers over upcoming years that can make a huge difference in firms revenue and growth.

In today's competitive world, keeping our customers happy and satisfied is not sufficient, we need to have a specific vision while dealing with customers making sure about their retention and repeatition in coming future, Figurs says that most of the time keeping our customer loyal helps in cutting future marketing costs as they becomes our real advertiser's.

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

Whenever we deal in customer support or technical support, the must needed skill is patience, then comes the politeness and skill to guide and command the call in right direction, as many times patience and politeness leads the call in wrong direction wasting our time, lowering down AHT and making the customers irate.

I would like to describe it in step to step manner;

1. At first Support person should be a good listener to understand the proper issue. Also, he should have a good product knowledge to lead the call in right direction.

2. Support person is required to be polite and alert at the time of listening to the issue, they should create healthy environment over call for customer to understand the issue and start guiding them in a right way.

3. Representative should have to be smart enough to guide and update customer in real time that what he is doing to help customer and what is exactly the status of the issue. He should also help them learning that what is the right way to do things that won't create the same problem again( untill it is not going to affect the sale structure of firm)

4. At the end after resolving the issue, representative must leave the customer in a mood that he should be happy with the service and atleast he should be telling the call experience to atleast one person that would again help growing the firm.

5. Rest, would the basic procedures that are related with the process that could change according to the product we are working on.

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

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