14 Product Support Interview Questions (How To Answer Them)

By Indeed Editorial Team

Updated 30 July 2022 | Published 1 May 2022

Updated 30 July 2022

Published 1 May 2022

The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.

Product support specialists generally work with new and existing clients to help them understand the product better. The role typically requires a technical education or relevant experience, along with effective communication skills. Knowing how to prepare for an interview for a product support role can help increase your chances of getting the job. In this article, we discuss 14 commonly asked product support interview questions and look at their sample answer to help you prepare better for your interview .

Common Product Support Interview Questions

Many of the product support interview questions test your behavioural skills, your attitude and your work ethic. Here are 14 questions and guidelines on how you could answer them:

1. Give an instance when you had to work with a difficult person.

Interviewers may evaluate your patience and your listening skills with this question. The key to answering this question is to focus on narrating how you solved a particular concern of a difficult person professionally.

Example: "At my previous company, I once had a customer who was upset about a device. A team member made things worse by pointing out strict return policies. I intervened by working on minor tweaks that could be made to the policy towards customer satisfaction and resolved the customer's issue effectively."

2. How do you prioritise and plan your work?

Interviewers may try to evaluate your time-management skills through your answer to this question. Give an example of how you organise your day. You can mention a regular schedule you might follow, task-management applications you use or any organisation tools you have to remain productive and focused throughout the workday.

Example: "When I get to the office, I prioritise my tasks for the day and organise my emails in the order of importance. I always keep some time to spare so that I do not extend deadlines. This also allows me to accommodate any urgent requests in between."

Related: Self Management Skills: Definition and Examples

3. Tell us about a time at work when you used creative thinking.

Through this question, your potential employer may try to evaluate your creativity in finding a solution. Your answer could include an example that demonstrates your ability to solve a unique problem.

Example: "At my previous job, there was once a device failure at the customer's end. Manuals and regular diagnoses were not helping. I had to then use my creativity to check the validity of some of the software. In doing so, I not only solved the issue but also found the root cause of many other potential issues."

4. Share with us about a time when you presented something to a group and how it went.

The interviewer may evaluate your presentation and communication skills through this question. You can talk about a presentation you made in front of a group and include the details.

Example: "At my previous company, I had to present weekly cases of product-level issues to the team. I always tried to incorporate some witty quotes to make it enjoyable. I also left a good amount of time in the end for questions and suggestions. My team appreciated the suggestion feature."

Related: Types of Public Speaking Skills and How To Improve Them

5. Give an example of a situation where you had to exercise your listening skills.

Through this question, the interviewer may want to know whether you have a collaborative approach towards communication. In your answer, tell them how giving the speaker your full attention has led you to devise top solutions.

Example: "As a team lead, I often deal with team members who do not agree with one another. In one discussion, two team members went on arguing and lost the key point. I was there to listen to all of their arguments and note down the relevant matters of concern to be addressed urgently. I understood their points and offered a practical solution to the issue."

6. Tell us about a time when you went beyond your regular job duties.

Your interviewer may try to find out whether the company can rely on you in demanding situations. Tell them about a situation where you had to work extra time to manage a deadline.

Example: "At my previous company, we had an individual target of troubleshooting 50 issues per week. While I completed my share most weeks, one of my teammates often could not achieve their target. I sometimes sat with them and helped them reach their target by working for some extra hours."

7. Give an example of a time when your attention to detail benefited your company.

Companies generally like to hire detail-oriented candidates because they bring a high level of consistency and productivity. Share an incident where your attention to detail had some quantifiable effect on your organisation.

Example: "When I was working with Swinden Corp, we had a new product that was quite competitive in the market. I studied the features thoroughly and explained every detail to the potential customers. By doing so, I was able to convert most of the leads and bring significant profits to the company."

8. Share about a time when your ethics were tested.

Through this question, a hiring manager may try to test your values. In your answer, try to focus on how you handled the situation where you had to demonstrate your values at work.

Example: "We usually had to work under tight deadlines and once I saw one of my teammates fixing a customer's device by troubleshooting only parts of the issue, potentially harming the company's reputation. I intervened and solved the problem myself by troubleshooting deeply so that no issues may arise in the future. This resolved the issue completely and the customer lauded the companies efforts."

9. Give an example of overcoming an obstacle in your last job.

The interviewer may seek to better understand your resilience, communication skills and problem-solving abilities. You could talk about a situation where you encountered an obstacle and the tools and techniques you used to derive a solution.

Example: "At Swinden Corp, I once had a customer who wanted me to troubleshoot an irreparable product. I knew that technical knowledge would not help me with this obstacle. So, I had to use my communication skills at their best. By explaining politely how and why the product is irreparable, I gained the customer's confidence and avoided any potential conflict."

10. Tell us about a time when you helped a customer solve a difficult technical problem.

Through this question, the interviewer may try to understand how good you are at troubleshooting and communicating the solution. To answer this question, speak about a real troubleshooting experience and focus on the way you communicated every step to the user.

Example: "I had a customer whose device was malfunctioning intermittently. I identified the problem and patiently communicated each step to the customer in simple terms. It took a while but through proper troubleshooting steps I could solve the problem."

Related: Problem Solving Questions For Interview (With Examples And Tips)

11. Share with us about a time when you implemented some new technology in your work.

The recruiter may look to directly understand your accomplishments. Give an example of implementing new technology at your previous job that provided some quantifiable output.

Example: "At Swinden Corp, I implemented a new file management software in my team. The software helped increase my team's work efficiency by about 50% in just three months."

12. Tell us about how you would analyse large amounts of information to provide a solution.

This interview question is specific to the roles in which big data is important. Tell the interviewer about how you looked for relevant information in big data and derived a practical solution.

Example: "As we deal with big data, my previous company had specific tools and software to process and analyse information from the data. While handling such data, I outline my goals and secure the information I am looking for by using these tools."

13. Tell us how you would calibrate, service or repair a device that works on electronic principles.

This question may help the interviewer identify your troubleshooting skills specific to this field. To answer this question, talk about how you would diagnose faulty equipment and develop appropriate solutions.

Example: "When calibrating or servicing electronic equipment, I would first choose a standard. Based on that, I would use my tools to test the device. After the final calibration, I would update the details and specify the next service date for the equipment."

14. Tell us about your experience of working with your hands.

The interviewer asks this question to gauge your ability to repair or troubleshoot physical products with your hands. Tell them about your experience in manually implementing a new product or repairing a malfunctioning one.

Example: "At one project at Swinden Corp, I had to visit the customer's site to implement a product. I used in-house tools to set up the product. I had extensive training in the usage of the tools, so I was able to get the product ready in a short time."

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