Example response for question delving into Problem Solving with the key points that need to be covered in an effective response. Customize this to your own experience with concrete examples and evidence

•  Acknowledging the situation: I would start by acknowledging the customer's question and letting them know that I understand their concern
•  Active listening: I would actively listen to the customer's question, ensuring that I fully understand what they are asking
•  Seeking clarification: If I am unsure about the customer's question, I would politely ask for clarification to ensure I address their specific concern
•  Using available resources: I would utilize the resources available to me, such as knowledge bases, documentation, or colleagues, to find the answer to the customer's question
•  Providing alternative solutions: If I am unable to find an immediate answer, I would offer alternative solutions or workarounds that may help the customer in the meantime
•  Setting expectations: I would inform the customer that I need some time to research their question and assure them that I will get back to them with a satisfactory answer
•  Following up: After conducting the necessary research, I would promptly follow up with the customer, providing them with the answer or solution to their question
•  Learning from the experience: I would take note of the customer's question and the steps I took to find the answer, ensuring that I am better prepared for similar situations in the future

  What the Interviewer is trying to find out about you and your experiences through this question

•  Problem-solving skills: Ability to think on your feet and find solutions
•  Customer service skills: Ability to handle difficult situations and maintain customer satisfaction
•  Communication skills: Ability to effectively communicate with customers and manage expectations
•  Adaptability: Ability to learn and adapt quickly in a fast-paced environment

  How to avoid some common minefields when answering this question in order to not raise any red flags

•  Lack of problem-solving skills: Inability to come up with alternative solutions or strategies to address the customer's question
•  Lack of communication skills: Difficulty in explaining to the customer that you don't know the answer but will find a solution or escalate the issue
•  Lack of customer focus: Not showing empathy or understanding towards the customer's frustration or concern
•  Lack of resourcefulness: Not utilizing available resources or seeking help from colleagues or supervisors to find the answer
•  Lack of accountability: Not taking responsibility for finding a solution or following up with the customer

 Related

  Other questions asked for the Technical Support Engineer in Customer Service function. View details for the Technical Support Engineer here

• Tell me about your experience in providing technical support to customers.
• How do you handle difficult or irate customers?
• Explain the steps you would take to troubleshoot a technical issue reported by a customer.
• What tools or software have you used to track and manage customer support tickets?
• Describe a situation where you had to escalate a customer issue to a higher level of support.
• How do you prioritize and manage multiple customer support requests simultaneously?
• What steps do you take to ensure customer satisfaction?
• How do you stay updated with the latest technology trends and developments?
• Tell me about a time when you had to explain a technical concept to a non-technical customer.
• Describe a time when you had to work collaboratively with other teams to resolve a customer issue.
• What steps do you take to document and share knowledge gained from customer support interactions?
• What strategies do you use to provide technical support remotely?
• How do you ensure that you meet or exceed customer service level agreements (SLAs)?
• How do you handle repetitive or routine customer support tasks?
• Describe a situation where you had to deal with a customer who had unrealistic expectations.
• Tell me about a time when you had to adapt to new technologies or software quickly.
• Describe a situation where you had to provide support to a customer in a different time zone.
• What steps do you take to ensure data security and privacy when handling customer information?
• Tell me about a time when you had to handle a high-priority customer issue under tight deadlines.