Subject: Tech Support Candidate - Shivam Dubey
From: Shivam Dubey <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 22 Jun 2020 13:31:33 -0400

| | Tech Support Test

Name | Shivam Dubey
E-mail | [email-masked]
Phone Number | (+91) 9755833748
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 can commute only using Metro
Where do you currently live (area) | Noida

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 | Tech Mahindra | Associate Customer Support | 31/05/2020 | 18069
Previous Employer 1 | Xerox corp | Information Security Administrator | 14/01/2014 | 15000
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. | Firstly i will check what error message is showing on the screen then i will take appropriate action according to it. Such as i will check whether my internet connection is stable or fluctuating or no internet and if the problem is due to internet connection then i do internet troubleshooting by restart my router and check my internet speed by www.speedtest.net and check whether the accurate speed is getting or not. And secondly if it is ok then i will open that website in another browser for eg. if previously it opened in mozilla then this time i will try in chrome and if still the same error is showing then i will this time change the device and check in another device and if still it has been showing the same error message then it means that the server of that particular website is down and i should open it after a while.

What according to you is difference between Bluetooth and Wifi?

1. Bluetooth is used for sharing of information in short range whereas wifi is used for providing high speed web access or internet.
2. In Bluetooth there is provision of connecting limited number of devices whereas wifi provides access to more number of users.
3. Bluetooth is used when speed is not our concern and low bandwidth is allocated to it whereas wifi provides high bandwidth as our importent concern is internet speed

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

Actually in my words only slightly keenness makes a good customer service to a great customer service for example :-
1. In good customer service i received mail from Customer and reply in 24 hours whereas in great Customer service we should reply Customer mail as soon as we received this will make customer happy and feels connected .
2. In good Customer service suppose a Customer wants to return his product and asks for refund then i simply return and tell him to wait for refund but in great Customer services i not only return his product and refund his money but also provides alternetive products in this price range which is value for money to him and also apologise for any inconvenience cause to him.
3. In good customer service we if Customer calls us then we give him sympathy but in great customer experience we give then emapthy it means we not only listen his concern but also provide him the solution as well.

What according to you makes you a good candidate for customer service or technical support job? | For a good candidate in customer service then first thing which is coming in my mind is skill to comprehend. If i go further then i mean if he can not able to understand the Customer concern then offcourse it will tough for him to provide solution to Customer. And for understanding well he must have a good listener. Because a effective listener is able to comprehend carefully and provide the solution exactly what the Customer want. And then comes go effective speaking because even though you are a effective listener and able to comprehend also but if you can not covey your thoughts, your answer to Customer exactly what to want to speak then is a disaster for you. So i thing a good Customer agent should have all these skill for effective communication.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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