What made you get into technical support?

This question can help you gain a better understanding of the applicants individual
motivations. Looking for-
 the candidate has a passion for technical support
 the candidate comes off as honest and sincere
 the candidate understands the bigger purpose of technical support
I decided to go into technical support because I’ve been fascinated by technology all my life,
and I also love working with people. I want to use my technical know how to directly solve
issues customers are having. I want to be the person that makes life easier and more
enjoyable for folks who’ve run into a problem. I enjoy the troubleshooting and problem
solving. Figuring it out is fun.
Why did you apply for this position?
This question helps you measure employee commitment. Looking for-
 Understands your company’s mission
 Shows how working for the BIA aligns with career ambitions
 Knows about specific endeavors the BIA is undertaking now
I applied to the BIA because your team is making life easier and more enjoyable for millions
of people. I feel the position offers opportunity to learn and utilize my people skills. I feel
like my work here can have a real positive impact. I also love the culture and how there’s a
focus on teamwork and collaboration.
What makes you qualified for this job?

With this question, you can hear about the applicant’s education, experience and other
qualifications and skills in more detail. Looking for-
 Demonstrates how they stand out from other applicants
 Shows how they can be a valuable asset to the organization
 Shows what specifically makes them a good fit for the BIA
I feel that I’m qualified because my experience with customer service and as a network
technician. I have advanced skills with customer support tools like icloud and diagnostic
tools. I understand the balance between working efficiently and effectively.
What is your troubleshooting process?
The goal of technical support is to provide help and advice to customers about products. You
must understand how applicants go about solving customer issues because it’s crucial to
customer retention and business success. Looking for-

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  Goes through the troubleshooting process correctly (from fact gathering and diagnosis
to solutions)
 Has a thorough yet adaptable troubleshooting process
 Emphasizes solving customer needs as quickly and effectively as possible
I first gather information and facts from the customer, asking probing questions. Assure,
then identify and verify the issue. Next, try common fixes. Restarts etc. If that’s not
successful, I use additional resources to research the issue. Like Gather. Once a solution is
found, I perform appropriate repairs or replacement if necessary. After the solution is
implemented, I test thoroughly to ensure the issue is resolved.
Describe a time when you went above and beyond to help a customer.
Many situations require more help than just a quick fix. You should want applicants that can
recognize and solve new or unknown problems. Looking for-
 Is willing to go the extra mile for customers
 Has the ability to look at a problem from many perspectives
 Can work with others to develop a new solution or fix
Apple customers are a unique sort of customer and they have high expectations.
Customers with chronic issues are the most challenging. The True Depth camera on a
certain iPhone model was consistently producing blurred images. As it turns out the
trouble wasn’t with the camera at all, customers were using a screen protector that was
poured onto the display and then dried hard. There was great conversation on AIM,
answers in motion on Gather.
Is technical knowledge or customer service more important? (an opinion question)
Technical support specialists must have the right mix of technical and people skills. Looking
for-
 Uses reasoning and logic
 Views both skills as important, even if they choose one skill over the other
 Understands how both skills play a role in the job
First, let me say that customer service skills are very important. You must be able to
empathize with people and address needs. Good communication is crucial. With that said,
I have a technical background, and I understand the amount of knowledge you need to
actually resolve issues. Technical skills are more important because, without in-depth
knowledge of the hardware and software, you won’t be able to efficiently do your job.
Where do you see yourself in five years?
This questions, you can understand career goals. Looking for-
 Is proactive and willing to learn
 Is excited about the job at hand

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  Sees your organization as part of their future
In this position, I plan to add skills and experience. Successfully complete the probationary
period and move into other roles.
What online resources do you use to help you do your job
Apple doesn’t encourage using online resources and google is the only outside website we
can access. See results but you aren’t allowed to go to any result. Network technician
followed BSP’s (Bell System Practice)
Explain a technology in simple terms.
I avoid the use of acronyms and techno jargon. Patience with them.

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