IBM Technical Support Engineer Interview Questions, Process, and Tips

I will address the customer with respect and empathy, actively listening to their concerns and providing clear and concise solutions.

• Greet the customer with a friendly and professional tone

• Listen actively to their concerns and ask clarifying questions

• Provide clear and concise solutions to their technical issues

• Empathize with their frustration and offer reassurance

• Thank them for their patience and for choosing our compa

If unable to convince CX, try to understand their perspective and offer alternative solutions.

• Listen actively to CX's concerns and objections.

• Acknowledge their perspective and empathize with their situation.

• Offer alternative solutions that address their concerns.

• Provide clear and concise explanations for your recommendations.

• Follow up with CX to ensure their satisfaction with the resolution.

I will help CX by providing prompt and effective technical support.

• Listen actively to their concerns and issues

• Provide clear and concise instructions for troubleshooting

• Offer alternative solutions if initial troubleshooting does not work

• Follow up to ensure issue has been resolved to their satisfaction

• Provide education and resources to prevent future issues

I will troubleshoot problems by identifying the root cause and applying appropriate solutions.

• Gather information about the problem from the user

• Identify the root cause of the problem

• Apply appropriate solutions to resolve the problem

• Test the solution to ensure it resolves the problem

• Document the problem and solution for future reference