Many times a Technical Support Agent will be asked to deal with a frustrated or irate customer. Candidates are asked to handle an incoming phone call and are tested on the quality of their responses, their ability to provide accurate information and their overall level of professionalism. The phone call is typically completed in 12 minutes and has an average score of 12 out of 20. The top 10% of candidates score 17 out of 20 and complete the assessment within 8 minutes.
Our clever Chat Bots will test a candidate on their ability to handle multiple incoming requests in a timely and friendly fashion. Candidates will be asked a series of simple questions related to the company and will be asked to provide helpful, friendly, and complete responses. This assessment typically takes 10 minutes to complete and has an average score of 5 out of 12. The top 10% of candidates score 9 out of 12 and complete the assessment within 6 minutes.
Candidates will asked to explain the various methods they’d use when troubleshooting a common connection issue, measuring a candidate’s level of knowledge in the technical industry. Candidates will be tested on how complex their technical knowledge is based on the quality of their responses. This assessment typically takes 5 minutes with an average score of 3 out of 6. The top 10% of candidates score 5 out of 6 and typically complete the test in under 2 minutes.
The Digital Literacy assessment tests a candidate’s understanding of computer hardware and software, the internet, and the way in which different technologies function in today’s world. Candidates are asked a series of multiple choice questions in a timed setting that measure’s their base technical knowledge. This assessment is typically completed in under 30 minutes with an average score of 67%. The top 10% of candidates score 86% and complete the test in around 23 minutes.
Successful candidates combine expertise in their field with the ability to effectively communicate and translate that knowledge to their customers and their teammates. Ideal candidates also show that they enjoy working as part of a team and individually, with a desire to help others. Many employers use the following dimensions to identify potential candidates.
Technical Support Teams are usually providing support through multiple sources such as chat, phone, email, and in person. Since that’s the case, successful agents should have the ability to clearly communicate through each line of support. Often times they’ll have to escalate issues, reach out to team members, and may even be asked to write up technical documentation for their team.
It’s no surprise that Technical Aptitude is a necessary skill in being a Technical Support Agent! Successful agents have a wide knowledge base and are up to date on new trends even outside of their field of expertise. Knowing the answer to a technical issue is great but those who excel in the field often understand the ins and outs of the answers and have the ability to give in-depth explanations when needed.
Often times a customer will contact Technical Support after they’ve exhausted all other available resources. At this point they’ll most often be upset or irritated and won’t want to go through steps they’ve already tried multiple times, even if it’s necessary. Empathy is an important trait for agents as they’ll have to navigate a difficult conversation while giving clear and concise instructions. Agents who can remain calm, supportive, and don’t get upset when faced with frustration will excel in their role.
Technical Support reps are often communicating with customers through text, be it through chat or email and as such should have a higher than average typing speed. Average typists will type about 40 WPM (words per minute) with little to no errors, but qualified Technical Support Representatives should aim for around 60 WPM with no errors.
Technical issues can often be figured out quickly if the agent handling the issue has a great attention to detail. The problems are usually hard to spot (something wrong in the settings, an accidental option turned on, or a missing connection) and if an agent knows what to look for it can save a customer many potentially frustrating hours. An exceptional attention to detail also helps when explaining complex technical solutions, which is always useful.
Technical Support Representatives is often a title given to a number of different roles. Some agents are located in Call Centers, some might be out in the field or in-person, and some might be a part of a company’s chat and email team. Whatever the setting, technical support representatives are responsible for tackling basic and complex technical issues, providing general customer service in technical fields, and for documenting and reporting known issues. When documenting and reporting unknown issues, often times a Technical Support rep will have to escalate the issue and provide necessary information for the engineers to fix the problem.
Successful reps are often well-versed in providing excellent customer service as it’s a large part of their job. Customers will often request followups by email and phone, additional information about their information, and will tend to ask questions that aren’t expressly in line with a technical support representative’s expertise. Handling frustrated, confused, or ill-informed customers can be a large part of the position and requires a general customer service aptitude.
Finally, representatives that have exceptional communication skills will excel in their field. Knowledge and technical ability is great, but when it comes down to it, a successful representative is one that can communicate their knowledge successfully. Many times they’ll be asked to explain a complex issue in a way that a customer with little to no technical knowledge can understand. They’ll also be asked to explain their findings when faced with unknown issues or when escalating issues to higher-level teams. Successful representatives will be able to integrate all of these traits into their daily habits providing a great experience for their customers, teammates, and management.