Are you looking forward to working with an offshore technical support team? If it’s your first time doing this, then you definitely have to make sure that you do it right. While there are a lot of advantages that you can get from working with an offshore team, it also comes with some cons that you have to avoid as much as possible.
This is why it’s very important that you’re able to fully weed out those who are deserving of the position and who’s not. If it’s your first time doing this, know that the process is almost the same as with hiring an in-house team. However, you have to choose from your pool of applicants carefully. It’s more likely that you get twice the number of applications for the remote position.
With that, here are some of the interview questions that you can ask and the appropriate answers that you should expect from a rightful candidate.
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“Why do you choose a career in technical support?”
This question will help you gauge an applicant’s motivations. It is through this that you’ll be able to get a glimpse of how they went into the field of technical support. Some of the best answers that you should look out for is their passion for the job and willingness to learn more. It can also be something that they’ve shown complete interest in the past.
“Why did you send in an application to this company?”
This question will help you gauge the commitment of your employee. Through this, you can also see how much interest they have in applying to your company. It will be evident if they have done some simple research about your company’s background, vision, and mission. The best answer is that their career ambitions are in line with your company goals. This way, you will know that you, the applicant, and the company are on the same page, working towards a common goal.
“Why do you think you’re qualified for the job?”
This question gives the applicant an opportunity to highlight any related skills, achievements, past experiences, seminars, and training for the position. The more closely related their skills are to what you’re needing, the better it is for you. You’ll also see through their past achievements and experience how they have excelled in their past jobs.
“How do you deal with troubleshooting?”
For the offshore technical support job post, it’s important that the applicant is fairly acquainted with the whole technicalities and process of the job. Given their past experience, they should be able to come up with concrete answers based on their previous experience. The goal here is for them to give details as to how they deal with customer problems. You’ll also be able to get an idea of how they deal with unexpected and stressful scenarios.
They should be able to go through the steps thoroughly – from understanding the situation to trying to give out troubleshooting tips and finally answering the customers’ concerns.
“For the position of customer support, what do you think is more important: technical skills or customer service?”
It may be a trick question for some, but it’s really not. Most people would think that technical knowledge is important for this position. However, it’s actually a balance of both. Working as offshore technical support will entail one to have the technical knowledge to better assist customers and people skills. You would want to work with someone who’s the mix of both and who definitely understands its importance.
These are some of the questions that you should definitely ask if you are to hire an offshore technical support team. It’s important that they are able to impress you with the interview so you can expect what kind of employee you’re going to work with.
If you’re looking for a dedicated technical support team, Flexisource IT can provide this for you! We have a team of who’s technically competent and highly customer-oriented who will cater to your customer service needs. Don’t want to be tied down with service contracts? We can provide you with flexible solutions for your needs. Schedule a call with us today to know more!
Aileen Artiaga is a part-time writer, SMO specialist, and travel enthusiast. She is a curating content, analyzing posts performance, and delivering information to content marketing portals. She also manages her own YouTube channel.