IntouchCX Technical Support Representative Interview Questions and Answers

I was given different scenarios where a client was dealing with a software issue, the interviewer would mimic the customer and I had to ask questions to figure out the core issue.Then the second scenario tests, were focused on cases where the issue and solution were apparent but left the customer unhappy as some type of payment on their part needed to be made (e.g. expired insurance), therefore you were tested on how you would appease the customer, while showing understanding of their situation but still maintaining a firm position by explaining clearly the reasoning behind their options. So,the first set of scenarios tested my skills on identifying tech issues, and the second set was about dealing with customers as people, so it tests your soft skills.

Q1. Technical questions as how to troubleshoot the system
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Q2. What is the process of troubleshooting and what parameters to be keep in mind when troubleshooting a system
Ans. 
Troubleshooting process involves identifying, analyzing, and resolving system issues by following a systematic approach.
• Identify the problem by gathering information from the user and system logs

• Analyze the problem by breaking it down into smaller parts and testing each part

• Resolve the problem by implementing a solution and testing it to ensure it works

• Keep in mind parameters such as system configuration, user behavior...read more
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Q1. What do you know about customer service
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Customer service involves providing assistance and support to customers before, during, and after a purchase.
• Customer service is all about meeting the needs and expectations of customers.

• It involves actively listening to customers, addressing their concerns, and finding solutions to their problems.

• Providing timely and accurate information, being courteous and empathetic, and going above and beyond to ensure customer sa...read more
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Q2. Why do you wanna work here
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It was quite easy and fast

Nerve wracking because it was a group interview and you must answer without being pressured

Q1. What is the reason you will leave the company?
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Q2. The reason that will make me leave on this company is to pursue my dream which is to be in IT industry, ever since I was a child I dreamed to build or to program machine or computer that can be beneficial ...read more
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Q1. Self introduction
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Q2. Self introduction with manager
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Q1. Use of Shortcut keys on keyboard
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Shortcut keys on keyboard are essential for efficient and quick navigation.
• Shortcut keys save time and effort while navigating through menus and options.

• Common shortcut keys include Ctrl+C for copy, Ctrl+V for paste, and Ctrl+Z for undo.

• Learning and using shortcut keys can improve productivity and workflow.

• Shortcut keys may vary depending on the operating system and software being used.
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Q2. What is telecommunication
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Telecommunication is the transmission of information over a distance using electronic means.
• Telecommunication involves the use of electronic devices to transmit information over a distance

• It includes various forms of communication such as telephone, internet, radio, and television

• Telecommunication has revolutionized the way we communicate and has made the world a smaller place

• Examples of telecommunication companies inc
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Q3. How to handle customer on chat
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To handle customers on chat, be prompt, polite, empathetic, and provide accurate information.
• Respond quickly to customer inquiries

• Use positive language and show empathy

• Provide accurate and helpful information

• Offer solutions to customer problems

• End the chat on a positive note
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Q1. However the same thing
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Q1. Where are you from why you are not your view
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Q1. Basic introduction and JAM
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Q2. Depends on individual
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Basic case studies of process to test skills

Q1. Focused on individual speaking and hobbies, future goals etx
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