Subject: Tech Support Candidate - Elvis Charles
From: Elvis Charles <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 9 Feb 2021 10:48:51 -0500

| | Tech Support Test

Name | Elvis Charles
E-mail | [email-masked]
Phone Number | (91) 9535618851
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) | Bangalore
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
MS Windows - Basic
MacOS
Linux
Networking - basic
Hardware - Basic
Hardware - Advanced
Speakers & Audio

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 | | |
Previous Employer 1 | | | |
Previous Employer 2 | | | |

In your past experience you have (select all that applies)

Interacted with International customers on Phone
Interacted with customers over Email
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.

Probe:
**Is there any error? If so, note the error code and troubleshoot accordingly.
**Reset browser, clear history, cookies etc
**Checking if other website pages open.
If yes, refresh the page and try again later, try with different browser.
If no, Check for internet connectivity
**Reconnect to WiFi, reconnect the LAN cable
**Restart the computer
**Advanced troubleshooting likes uninstalling and reinstalling network card drivers, resetting TCP IP, resetting router, contacting ISP etc.

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

**Read and follow the instructions that comes with the Bluetooth speaker.
**When the speaker is on, enable pairing mode
**Open Bluetooth settings on phone, search for available Bluetooth device.
**Select the device that I want to pair with..

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

**I have 12 years experience in customer service and technical support.
**Was part of consumer strategy center and helped the organisation improve various metrics and reduce cost.
**Maintained consistent record of 0% dissatisfaction continuously for the entire year.
**Provided proactive service, logical troubleshooting and solutions to the customer in timely manner.
**Most importantly, customer service is not done for customer satisfaction, but instead , done for customer DELIGHT. This not only gives us customer for lifetime, but also he will recommend our product to his friends and family, so that we as an organisation could grow too :-)

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

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