Subject: Tech Support Candidate - Poornima Singh
From: Poornima Singh <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 23 Jun 2020 07:16:46 -0400

| | Tech Support Test

Name | Poornima Singh
E-mail | [email-masked]
Phone Number | (91) 7042253662
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 using other transport like Rickshaw
Where do you currently live (area) | Sector 12

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 | Hcl Infra | Senior Analyst | 31 may 2019 | 29000
Previous Employer 1 | Hcl Bserv. | Customer service | October 2016 | 20000
Previous Employer 2 | Intechnologies | Tech support | October 2013 | 15000

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- Refresh/reload the same page
2- Close existing page then open new page
3- Check if you are connected with internet properly, if connected then disconnect first and reconnect after 1 minute.
4- Clear browser cookies then reopen browser or try different browser.
5- Restart computer then try to open page
6- Check if data pack/ wifi recharge is active or not
7- Check if wifi drivers are up-to date,  if not update wifi drivers.
8- Update group policy of the computer using command prompt, then reopen page
10- If nothing works contact ndtv technical support to check if its global outage or if they are updating website
11- If there is global outage,  create one incident ticket and assign it to higher level or any concerned team

What according to you is difference between Bluetooth and Wifi?

1- Bluetooth is used to connect devices wirelessly within short distances.
2- Wifi is used to connect devices over the internet
3- You cannot download files from internet untill you share hot-spot with any nearby device
4- Bluetooth is used only for file tranfer between devices
5- Wifi allows to download files over the internet and we can share files over the internet without any distance measurements between devices

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

The difference between good and great customer service is how quickly you are providing resolution, what is your average call handeling time.
Whether you were polite/ welcoming with the customer or just focusing on solution without any cistomer interaction during troubleshooting
Good customer service can be given by anyone but great customer service can be given only if you put yourself into customer's shoes.

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

My past experience has helped me alot to understand customers from different countries.
I have 2 years of experience in customer service and 3 years of experience in technical support.
I have a better understanding with normal troubleshooting even if the brand for which troubleshooting required is completely new.
I have capabilities to adjust myself in any project even if there is no training available.
I always remain ready for any unexpected situation which is a very important quality for customer service or technical service agents.
I always look for perfection in any task.

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

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