backgroundconfirmation

Home › Question sets › Customer support

Customer support

7 questions for support, success and service desk roles. The italic line under each one is what it is actually testing.

  1. What did their volume and resolution look like against the rest of the team?Ask for relative, not absolute — teams measure differently.
  2. Describe how they handled an angry customer who was right.Harder than handling one who is wrong, and more revealing.
  3. How often did they escalate, and were the escalations warranted?Too few is as bad as too many.
  4. Did they leave good notes for whoever picked the ticket up next?Support quality compounds through handover.
  5. What did they do when they did not know the answer?Listen for 'found out' versus 'guessed' versus 'passed it on'.
  6. How did they handle repetitive work over a long stretch?Burnout and drift are the real attrition risks in support.
  7. Would you put them on your hardest accounts?A concrete trust test.
Before you dial. Ask the candidate for the reference and tell them you intend to call. Confirm the reference's relationship to the work. Nothing here asks about protected characteristics, and you should not go there if a reference volunteers it — steer back to the work and do not write it down.

Other sets

Software engineering Sales and account management People management Healthcare and clinical support Finance and accounting Operations and logistics Remote and distributed work