TrueFill Software Support Specialist Interview Questions, Process, and Tips

Escalation can be handled by actively listening to the customer, empathizing with their situation, offering solutions within your scope of work, and involving higher-level support if necessary.

• Listen actively to the customer's concerns and issues

• Empathize with the customer's situation and show understanding

• Offer solutions within your scope of work to resolve the issue

• If necessary, involve higher-level support or escala

Handle P0 request from customer by prioritizing and escalating as needed.

• Acknowledge the P0 request immediately to show urgency

• Assess the impact and severity of the issue

• Escalate to higher level support or management if necessary

• Provide regular updates to the customer on the progress

• Work on resolving the issue with a sense of urgency

ITSM process stands for Information Technology Service Management process, which involves managing and delivering IT services to meet the needs of an organization.

• ITSM process involves defining, analyzing, planning, implementing, and managing IT services.

• It focuses on aligning IT services with the needs of the business and customers.

• ITSM processes often include incident management, problem management, change management...read more

I would utilize my problem-solving skills, research abilities, and knowledge of the application to troubleshoot and resolve issues independently.

• Utilize online resources such as forums, knowledge bases, and documentation to find solutions

• Use my understanding of the application's functionality to identify potential causes of issues

• Experiment with different troubleshooting methods to isolate and resolve the problem

• Docume...read more

SLA in internal issue handling refers to the agreed upon time frame within which internal issues must be resolved.

• SLA stands for Service Level Agreement

• It defines the level of service expected by the customer

• It includes response time, resolution time, and escalation procedures

• For example, an SLA for internal IT issues may require a response within 4 hours and resolution within 24 hours