Wipro Technical Support Analyst Interview Questions and Answers

Q1. Tell me about yourself?
Ans. 
I am a Technical Support Analyst with experience in troubleshooting and resolving technical issues.
• Experienced in providing technical support to customers via phone, email, and chat

• Proficient in diagnosing and resolving hardware and software problems

• Skilled in troubleshooting network connectivity issues

• Knowledgeable in various operating systems, such as Windows and macOS

• Familiar with ticketing systems and documenting s...read more
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Q2. How do you troubleshoot an issue?
Ans. 
To troubleshoot an issue, follow a systematic approach to identify the problem and find a solution.
• Gather information about the issue from the user

• Analyze the symptoms and try to reproduce the problem

• Check for common causes and known solutions

• Use diagnostic tools to identify the root cause

• Implement a solution or workaround

• Test the solution to ensure the issue is resolved

• Document the troubleshooting steps and the soluti
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Q3. What are the 4 steps of troubleshooting?
Ans. 
The 4 steps of troubleshooting are: identify the problem, gather information, develop a hypothesis, and test the hypothesis.
• Identify the problem by understanding the symptoms and gathering relevant information.

• Gather information by asking questions, analyzing logs, and performing diagnostic tests.

• Develop a hypothesis by formulating possible causes based on the gathered information.

• Test the hypothesis by implementing po...read more
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Q1. Mention the difference between RAM and ROM?
Ans. 
RAM and ROM are both types of computer memory, but they differ in terms of their functionality and data storage capabilities.
• RAM stands for Random Access Memory and is a volatile memory that stores data temporarily while the computer is running.

• ROM stands for Read-Only Memory and is a non-volatile memory that stores permanent data that cannot be modified or erased.

• RAM allows for fast read and write operations, making i...read more
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Q2. What is BIOS? BIOS (basic input/output system) is the program a computer's microprocessor uses to start the computer system after it is powered on. It also manages data flow between the computer's operatin...read more
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Q1. How you can handle the Angry customer issues
Ans. 
I would listen to their concerns, empathize with them, and offer a solution to their problem.
• Remain calm and professional

• Listen actively to their concerns

• Empathize with their situation

• Offer a solution to their problem

• Apologize for any inconvenience caused

• Follow up with the customer to ensure their issue has been resolved
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Q1. Salary discussion, behavioural question
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Q1. Basic questions about your acadamic background, who you are and what do you do at your free time, most of them to check if you are able to talk in english
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It was moderate and there was 1 program

Q1. Introduce yourself?
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Q2. WHy should we hire you?
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Q1. Which application you use to contact with user?
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Q2. How to password reset in active directory?
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Q1. Python code snippets for different codes
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Q2. SQL Queries on Joins
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Q1. What is your Favorite movie ?
Ans. 
My favorite movie is The Shawshank Redemption.
• Directed by Frank Darabont

• Based on a Stephen King novella

• Set in a prison in Maine

• Themes of hope, friendship, and redemption

• Starring Tim Robbins and Morgan Freeman
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Q2. What is your Favorite colour?
Ans. 
My favorite color is blue because it reminds me of the calming ocean and clear skies.
• Blue is associated with calmness and tranquility

• It symbolizes trust, loyalty, and confidence

• Examples: navy blue, sky blue, royal blue
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Q1. What is power draining?
Ans. 
Power draining refers to the excessive consumption of power by a device or system, leading to decreased battery life or performance.
• Power draining can occur due to background apps running constantly on a device.

• Faulty hardware components can also contribute to power draining.

• Settings such as high screen brightness or frequent data syncing can increase power draining.

• Examples include a smartphone losing battery quickly ...read more
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Q2. What is VPN? When you use it?
Ans. 
VPN stands for Virtual Private Network. It is used to create a secure connection over the internet, allowing users to access private networks remotely.
• VPN encrypts data to ensure privacy and security

• It allows users to access restricted websites or content

• Commonly used for remote work, accessing company networks, and bypassing geo-restrictions

• Examples include NordVPN, ExpressVPN, and Cisco AnyConnect
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Q1. Tell me something about yourself?
Ans. 
I am a dedicated and empathetic customer support executive with 5 years of experience in resolving customer issues and providing excellent service.
• 5 years of experience in customer support

• Skilled in resolving customer issues

• Strong communication and problem-solving skills

• Empathetic and patient when dealing with customers
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Q2. Why did you applied for this job?
Ans. 
I applied for this job because of my passion for helping customers and resolving their issues.
• Passion for customer service

• Enjoy problem-solving

• Previous experience in customer support roles
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Q1. As you are from technical background why you want to join a BPO?
Ans. 
I believe my technical background will complement my customer support skills, allowing me to provide more efficient and effective solutions to customers.
• My technical background gives me a strong foundation in problem-solving and analytical skills, which are essential in customer support roles.

• I am passionate about helping people and enjoy interacting with customers, making me well-suited for a customer support role.

• Wor...read more
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Q2. How will handle this situation when a customer is angry and using cuss words?
Ans. 
Stay calm, listen actively, empathize, apologize, offer solutions, and escalate if necessary.
• Remain calm and composed

• Listen actively to the customer's concerns

• Empathize with the customer's frustration

• Apologize for any inconvenience caused

• Offer solutions to address the customer's issue

• If unable to resolve, escalate the matter to a supervisor
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