Technical Support Interview

Can you describe your experience in providing Tier 3 technical support?

In my support experience like I used to take care of priority 1 2 3 all levels of priority task and daily task if there are any bucket Singh like if it is impacting business I used to take care of a fixing in source code and I used to take care of daily order analysis and like to be have customer on boarding and we use to jump into client facing calls frequently

Your answer indicates experience with various levels of priority tasks and client interactions, which is relevant to Tier 3 technical support. However, it lacks clarity and specificity about your Tier 3 support experiences, which is crucial for such an interview question.

1. Strengths:
- You mention handling multiple priority levels and tasks, showing that you have a comprehensive understanding of urgency and business impact.
- Your experience with source code fixes suggests a technical proficiency that is often required in Tier 3 support.

2. Weaknesses:
- The phrasing is somewhat vague; for example, the term "bucket Singh" is unclear and may confuse the interviewer.
- You should elaborate on specific Tier 3 problems you’ve solved, the technologies you worked with, and how those actions positively affected the customers or the business.
- Mentioning the tools or processes you utilized (like ticketing systems or debugging methods) would enhance your answer.

4. Improvement Suggestions:
- Start with a brief definition of what Tier 3 support means to you and how it differs from lower tiers.
- Provide concrete examples of complex issues you resolved, emphasizing the impact of your solutions on customer satisfaction or business operations.
- You could also mention collaboration with development teams or providing training and documentation for Tier 1 and Tier 2 teams.

Overall, your response shows relevant experience but could benefit from more detail and specificity.

Rating: 3/5

How do you approach troubleshooting complex issues on the Microsoft Advertising platform?

So initially I will check the logs and I will go with the errors like I will filtered with errors and checking the errors particularly error description in that like based on http codes or something internal server like that I go to that particular path and shit weather it is a pillow issue or system issue based on that I my approach will be there once I am I get any clarification on that I will reach to the client these are the issues and I will give this reply that time when will when it will be resolved

Your answer provides a basic structure for troubleshooting complex issues in the Microsoft Advertising platform, which is a good start. However, there are areas where you can improve clarity, detail, and professionalism.

Evaluation of Your Answer:

1. Clarity and Structure: Your response lacks a clear step-by-step approach. You mentioned checking logs and filtering errors, which is an excellent first step, but elaboration on the subsequent steps would be beneficial.

2. Technical Depth: You refer to "http codes" and mention distinguishing between "pillow issue or system issue," which may not be clear to all interviewers. It would be more effective to use standard terminology (e.g., "client-side vs. server-side issues").

3. Communication with the Client: While you noted reaching out to the client, you didn’t mention how you would keep them informed throughout the process or gather further details from them, which is vital in support roles.

4. Resolution Path: You mentioned informing the client about resolved issues but didn’t touch on how you would follow up after the initial contact or ensure the problem is truly fixed.

Improvement Suggestions:
- Start with gathering information about the issue, such as user reports or specific error messages.
- Outline a systematic approach: checking logs, replicating the issue, isolating variables, reviewing configurations, and testing solutions.
- Highlight the importance of documenting the troubleshooting process and the findings.
- Discuss the significance of regular communication with the client, managing their expectations, and providing updates.

Rating: 2/5.

Your answer indicates a foundational understanding but would greatly benefit from more structure, clarity, and depth. Strengthening your communication skills and focusing on a systematic approach will enhance your response significantly.

What tools do you use to analyze and visualize large datasets?

So basically we have in back in for integration system we have both SQL article and SQL data dishes so if you want to analyse the last date in told we have the two which we use for Arc in told me use with the very slide the Cds or grouping the result like based on the festige or filtering with the brand ID so aggregator ID is this means the work is he at like we use for database store if you want to analyse anything we check the locks normally

Your answer attempts to communicate your familiarity with SQL tools for analyzing datasets, which is relevant for a Technical Support role. However, it lacks clarity, structure, and specific examples that could strengthen your response. Here’s a breakdown:

1. Clarity: The wording is somewhat unclear, making it difficult for the interviewer to grasp your full meaning. Phrases like "SQL article" seem misplaced, and references to "Arc in told me" and "very slide the Cds or grouping" could be confusing.

2. Structure: A well-structured answer typically includes a clear introduction, followed by specific tools and methodologies, and ends with an example or application of those tools.

3. Specific Tools: While it's good that you mentioned SQL, you should also consider naming other tools that can be used for analysis and visualization, such as Excel, Tableau, Python (with libraries like Pandas and Matplotlib), R, or specific database management systems.

4. Application: Include a scenario or example where you successfully analyzed data. This would demonstrate your practical experience and how these tools helped in problem-solving.

To improve your answer, you could structure it like this:

"I typically use SQL for data extraction and analysis, as it allows me to run complex queries on large datasets. For visualization, I often use tools like Excel or Tableau, which help in graphically representing the data for better insights. For instance, in a previous role, I was tasked with analyzing user logs for troubleshooting an issue. I used SQL to query the logs based on specific parameters, filtered the results by user ID, and then visualized the findings in Tableau, which helped our team quickly identify the root cause and implement a fix."

Rating: 2/5.

By improving clarity, providing specific tools, and offering examples, your answer can be much more compelling.