Subject: Tech Support Candidate - Swapnil Sharma
From: Swapnil Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 17 Dec 2020 04:17:00 -0500

| | Tech Support Test

Name | Swapnil Sharma
E-mail | [email-masked]
Phone Number | (999) 9429069
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) | Rohini
Which best describes your Technical Support capabilities | I've worked in Level 2 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
Networking - basic
Hardware - Basic
Speakers & Audio
VoIP

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 | RateGain Travel Technologies Pvt Ltd | Sr. Application Support Executive | 13th-July-2020 | 50000
Previous Employer 1 | SnapOn Business Solutions Pvt Ltd | Engineer - IT Support | 17th-Oct-2020 | 33000
Previous Employer 2 | Click Software India Pvt Ltd | Application Support Executive | 6th-Jan-2017 | 22000

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.

Firstly, I will check the error I'm getting over the browser. If its 404, means that the URL isn't correct.
Then, we will check if 'Work Offline' isn't selected if using IE.
Checking the internet connection to the machine working fine.
Checking the URL with other browsers like Firefox, Chrome or Safari.

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

Firstly, we have to turn on the Bluetooth device.
Then, have to turn on the Bluetooth icon on the mobile.
Then, we have to pair the mobile with the device Bluetooth name.
Once paired, we have play videos, audios using the Bluetooth speaker.

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

Customer Service / Technical Support involved keeping self into the customer's shoe.
This involved multiple factors like Empathy, Sympathy and apologies depending upon the situation.
This profile also involves dealing with the irate customers who are not getting the services they paid for.
So, the CS agent needs to have much patience while handling the customers

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

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