Support Specialist Interview Questions and Answers

A cursor in PL/SQL is a pointer to a result set for a SQL query.

• Used to retrieve and process individual rows returned by a query

• Can be declared, opened, fetched, and closed

• Can be either implicit or explicit

Customer service is the assistance and support provided to customers before, during, and after a purchase.

• Customer service involves addressing customer inquiries, resolving issues, and providing guidance.

• It focuses on ensuring customer satisfaction and building positive relationships.

• Examples include answering phone calls, responding to emails, and offering product recommendations.

Stay calm, listen actively, empathize, apologize, offer solutions, follow up.

• Stay calm and composed

• Listen actively to understand their concerns

• Empathize with their situation

• Apologize for any inconvenience caused

• Offer solutions to address their issues

• Follow up to ensure their satisfaction

• Example: 'I understand that you are frustrated, let's work together to find a solution.'

Sev1 issues should be addressed immediately and with high priority to minimize impact on users.

• Acknowledge the Sev1 issue and communicate it to the relevant stakeholders

• Gather all necessary information to understand the root cause of the issue

• Implement a temporary workaround if possible to mitigate the impact on users

• Engage necessary resources to resolve the Sev1 issue as quickly as possible

• Provide regular updates to stakeholders until the Sev1 issue is fully resolved