Professional Interview Answers (Point-wise)

1. Why did you leave your previous company?

I left my previous company because the project I was working on came to an end. The client
had some internal restructuring and decided to discontinue the project due to business
reasons. Since the support requirements were reduced, many of us who were aligned with
that project were released. I used this as an opportunity to explore better career prospects
where I can work on more challenging tasks, grow professionally, and contribute to a
company where I can make a long-term impact.

2. How many chats and calls did you handle daily?

In my previous role, I used to handle an average of 20 to 30 chat interactions per day, along
with around 10 to 20 calls. The volume varied depending on the business needs and the
nature of the issues. Some queries were quick and straightforward, while others were more
complex and took more time to resolve. I always prioritized quality and customer
satisfaction over speed, making sure each customer felt heard and supported.

3. What do you know about this process?

As far as I understand, this process is focused on providing technical support for customers
using Google services and products. The key responsibilities include understanding
customer issues, troubleshooting both hardware and software-related problems, providing
proper guidance, and ensuring the customer's concerns are fully resolved. It's also
important to maintain detailed records, ensure high-quality service, and deliver solutions in
a professional and timely manner.

4. What shifts did you work in your previous company?

I worked in 24/7 rotational shifts, including morning, evening, and night shifts. Most of the
time, I was scheduled for evening and night shifts, which I managed comfortably. I'm quite
used to adjusting to different work schedules, and I can quickly adapt to any shift pattern
based on the company's requirements.

5. How comfortable are you working from the office?

I am completely comfortable working from the office. I believe that working in the office
environment helps in better collaboration with teammates, quicker communication, and
faster resolution of critical issues. I enjoy being in a professional setup and interacting with
others, which I think enhances both personal productivity and team coordination.

6. What is your current CTC?

My current CTC is 4 lakhs per annum. This includes my fixed pay, allowances, and any
additional components as per company policy.

7. What is your expected CTC?

I am open to offers based on the company's compensation structure and the responsibilities
of the role. My main focus is on professional growth, learning opportunities, and being part
of a company where I can make a meaningful contribution. However, I would be happy to
discuss this further during the hiring process.

8. Where do you see yourself in a few years?

In the next 3 to 5 years, I aim to see myself in a senior role where I can take on more
responsibilities such as mentoring new team members, leading small teams, or handling
complex escalations. I am very interested in learning new tools and technologies, especially
those related to cloud platforms, automation, or cybersecurity. My goal is to continuously
grow my technical knowledge and move into a role that combines both technical expertise
and leadership.

9. Are you okay working from the office 5 days a week?

Yes, I am completely okay with working from the office five days a week. I understand that
some roles require regular in-person presence, and I am fully prepared to commit to that as
part of my responsibility.

10. Are you okay working night shifts?

Yes, I am absolutely comfortable with night shifts. I have previously worked in night shifts
and understand the nature of global support operations. I know how to manage my
schedule and maintain productivity even during late hours.

11. Give me a scenario where you resolved a complex hardware issue.

 One time, a senior executive reported that their laptop was freezing during video calls
on Zoom and MS Teams, especially during important client meetings. There were no
 clear error messages, and the issue was unpredictable, which made it challenging to
diagnose.
 I started by running hardware diagnostics via BIOS and Windows Diagnostic Tools all
passed. Then, I used the Windows Event Viewer, where I found Event ID logs showing
hardware error warnings.
 I checked all device drivers and verified that the system was fully up to date. After
further research and testing, I found out that the SSD had a known firmware bug that
caused system freezes during heavy I/O tasks.
 I downloaded the latest SSD firmware from the manufacturer's official site and updated
it using their OEM tool. After the update, the freezing issue was completely resolved.
The executive personally thanked me, and my manager appreciated the extra effort I put
into resolving this tricky issue.

12. Give me a scenario where you resolved a complex software issue.

 A user raised a ticket because a critical business application would crash immediately
after launch, and they were unable to perform their daily tasks. There were no error
messages, which made it harder to troubleshoot.
 I remotely accessed the user's system using SCCM Remote Tool and checked all basic
aspects like disk space, RAM usage, and antivirus conflicts everything looked fine. I then
explored the application log files and noticed repeated errors linked to the printing
service and PDF generation module.
 I deleted the temporary files, application cache, and outdated PDF files. Then I
performed a clean uninstall and reinstall, ensuring all registry entries were reset. After
reinstallation, the application started working perfectly. I stayed in touch with the user
for the next couple of hours to ensure there were no further issues. They were
extremely satisfied with the support provided.

13. What are your SLAs and KPIs?

 My SLAs (Service Level Agreements) included:
 - Average Handle Time (AHT): Target was between 15-20 minutes
 - First Contact Resolution (FCR): We aimed for 70-85%
 - Proper documentation of every issue and resolution in the ticketing tool (ServiceNow)
 - Providing timely and accurate solutions within the agreed timeframe
 My KPIs (Key Performance Indicators) were:
 - Customer Satisfaction (CSAT) scores collected after every interaction
 - Ticket volume handled daily, weekly, and monthly
 - Average Resolution Time
 - Adherence to communication and quality standards in every customer interaction
14. Why should we hire you?
 You should consider hiring me because I bring relevant experience, strong problem-
solving skills, and a positive approach toward work. I have hands-on experience dealing
with various technical issues both hardware and software and I've handled high
volumes of customer interactions across different channels.
 I'm a quick learner, team player, and very adaptable to different shifts and
environments. I believe in understanding the customer's problem deeply and not just
giving temporary fixes. I'm also committed to continuous learning and improving my
skills.
 Most importantly, I bring a balance of technical knowledge and excellent
communication, which I think is essential for delivering top-notch customer support.