Application Process
Versata Customer Support Manager
STEP 1
Email Verication
STEP 2
Technical Screen
STEP 3
Contact Information
STEP 4
Written Evaluation
STEP 5
Phone Screen
Questions
Please respond to the following written scenarios and complete the audio assessment.
Responding to a Customer: Internet Explorer
You receive the following ticket submitted from a customer:
Im using IE7 and I used to have these really great tabs so I could look at several web
pages in just one browser. The problem is that someone else at the office used my
computer the other day. Ever since she was on my computer, nothing is working right. It
used to be that when I clicked on a link, it would open the page in a new tab. Now when
I click on a link, it opens the link in a new WINDOW. This is a really big problem for
me because of how I process my reports. I really, really need you to fix IE for me.
--Sam Customer
This ticket has been assigned to you. You only have the ability to provide a written
response (no phone support available.)
Respond to Sam Customer as you would if this were a real situation.
Responding to a Customer: Cannot Load Web
Page
You receive the following ticket submitted from an internal customer:
Im using Chrome to try and access www.ourcompany.com/reports/index.html, but I
cant get the page to open. --Sam Customer
This ticket has been assigned to you. You only have the ability to provide a written
response (no phone support available.)
You know the following:
The company ensures that all computers are updated with the latest version of Chrome the
next time the user logs in after a new release is available as part of the log on script.
Ourcompany.com requires a user to enter his/her username and password to access any
pages beyond the login screen.
Users can check the Remember me box to avoid having to enter their credentials each
time they access the site, but the username and password must be updated every 30 days.
There was a DNS look up problem that was resolved about 12 hours ago.
The website is publicly accessible via HTTPS, but is not indexed well by search engines
so many users rely on bookmarks even though the site has a site map.
You are able to access reports/index.html without any problems. You generally refresh
this page about once an hour through your normal work flow.
Respond to Sam Customer as you would if this were a real situation.
Responding to a Customer: Upset Customer
Consider the following scenario.
You are a Customer Support Manager for the team that supports My Super Awesome
Software, one of three major solutions for your targeted demographic, which is a small
industry-specific group of organizations.
My Super Awesome Software has a front-end application and a back-end database that
work as an on premise solution. Your team has the ability to access the customers server
remotely through GoToMeeting.
Your team is comprised of CSRs who handle primary communication with the customer,
DB Experts who handle highly technical database-related issues, and Application Experts
who handle highly technical application front-end issues.
You know that an announcement will be made in 2 days that version 2.0 will be entirely
sunset (no longer supported/no bug fixes/no new development), but this has not been
announced to the public.
The customer, John Smith, is reporting a significant, but known bug for version 2.0
related to essential industry reporting.
My Super Awesome Software isnt correctly calculating Net Revenue on Tax Form
1234 when a discount has been retroactively applied to customers account for a
previous tax period. I have over 3,000 customers in this situation. I dont have any
ability to manually calculate my real net revenue for the previous tax period and
form 1234 submissions are due next week. This hugely affects our net revenue and
is probably going to cost us several hundred dollars because wed be over-reporting
revenue and bumped into the next tax bracket.
The CSR, Sally Support, has already explained to the customer that the best option is to
upgrade to version 4.0.
The customer refuses to upgrade to version 4.0 because of the $2,999.99 upgrade fee.
You are not empowered to provide discounts, free upgrades, or any other direct
compensation.
The customer is considered a high value customer because he is well known, generally
respected, and a vocal participant in your target demographic.
You tried to call the customer. His secretary told you that he is traveling and wont be
available by phone for the next week, but that he is anxiously awaiting your reply because
he has a meeting with the company CEO tomorrow and this reporting issue is on the
agenda for that meeting.
Respond to Sam Customer as you would if this were a real situation.
Audio Assessment
To complete the Spoken English Assessment:
1. Go to http://vocaroo.com (http://vocaroo.com/)
2. Click the Click to Record button.
3. Record yourself reading the following script and answering the following question:
Read this script:
"There's no need to call in the cavalry. There are a lot of critical components of technological differentiators that
need to be addressed, but given our organizational hierarchy we should be able to absorb the impending
workload. Please cease any hyperbole and wait for further instructions."
Verbally answer this question:
Please describe your Customer Support/Technical Support background then explain how you ensure every customer
gets outstanding service every time they interact with you.
4. Once youve finished the recording, click the Click to Stop button.
5. If you are happy with the recording, click the Click to Save link.
6. A link will be shown to you. YOU MUST COPY THIS LINK then paste it on this form.
Answer each of these questions in bullet-point format
Are you available to work from 8 AM - 6 PM US Eastern Time Monday to Friday?
Are you available to work from 4 AM - 1 PM US Eastern Time Monday to Friday?
If you speak any languages other than English fluently, please list the languages here.
Please indicate how many years of experience you have MANAGING Customer Service
Representatives (or Customer Support Agents) and tell us about the types of management activities
you performed while managing these representatives/agents.
Please indicate how many years of experience you have MANAGING Technical Support Agents and
tell us about the types of management activities you performed while managing these
representatives/agents.
Please tell us about your project management background. (If you do not have a project management
background, please indicate None.)
Please list any business or technical certifications you hold (e.g., PMP, MCSE, 6 Sigma Yellow Belt.)
While we don't require our CSMs to have a technical background, we are a software company
providing technical support so a technical background can be helpful in some situations. Please
describe your experience/skill level with Windows, SQL Server, Oracle, Java, and ASP.Net. If you
have experience with any other operating system, database, or programming language, please
include that in your response as well.
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