Preview Questions Customer Support Engineer | Role Specific Skill

Question 1: When dealing with a high-priority customer request, what steps should you take to ensure a timely resolution?

Which action should you take?

Choose only one option

Ask the customer to wait and provide no updates

Prioritize the request, ensure the customer is informed, and follow up until resolution

Focus on other tasks and address the issue when possible

Immediately provide a temporary workaround

Question 2: When providing technical support for a complex electrical circuit problem, how should the Customer Support Engineer handle escalation?

Which action should you take?

Choose only one option

Advise the customer to call back in a few hours

Try to resolve the issue as much as possible before escalating

Involve a senior engineer immediately without attempting a solution

Ask the customer to perform more tests and report back

Question 3: If a customer requests a service repair that exceeds the warranty period, how should the Customer Support Engineer handle the situation?

Which action should you take?

Choose only one option

Offer to fix the issue at a discounted rate and explain the warranty terms

Explain that no repair is possible after the warranty period

Refer them to a third-party repair service

Recommend an upgrade to a newer model instead

Question 4: What is the most effective way to communicate the status of an ongoing issue to a customer during long troubleshooting?

Which action should you take?

Choose only one option

Offer a single update at the start and leave the customer waiting

Only update the customer when the issue is fully resolved

Wait until the issue is resolved to update the customer

Provide regular updates and set expectations for next steps

Question 5: A customer's UPS system is providing incorrect battery status readings. What should be checked first?

Which action should you take?

Choose only one option

The connection between the UPS and the monitoring system

The system's software and firmware versions

The power supply unit's functionality

The battery voltage and current charging status

Question 6: What is the most effective way to keep a customer informed about the status of their service request?

Which action should you take?

Choose only one option

Only inform the customer when the issue is resolved

Send regular updates with specific progress details

Offer a generic update without details

Wait for the customer to follow up for information