Hello, this is a time-based quiz. Answer as fast as you can Your answers will be automatically submitted Technical Support Engineer Assessment This is a Lagos-Based Role. Accepted Applicants will have to relocate to Lagos. Fill in your details 1 / 11 A customer reports that their email is not working. Which of the following could be the issue? They need to buy a new computer. Their computer has a virus. Their keyboard is malfunctioning. Their email account is locked due to too many failed login attempts. 2 / 11 A customer is experiencing slow internet speeds. What troubleshooting step should you recommend first? Check for software updates on the customer's devices. Blame the internet service provider. Replace the router. Ask the customer to upgrade their internet plan. 3 / 11 What is the primary goal when communicating with an upset customer? Resolve the issue and ensure the customer's satisfaction. Deflect blame onto the customer. Ignore the customer until they calm down. Prove that the issue is not your fault. 4 / 11 When is it appropriate to escalate a support ticket to a higher level of support? When you are too busy to handle it yourself. Immediately upon receiving the ticket. When the customer is being difficult to work with. After attempting to resolve the issue within your expertise and the problem remains unresolved. 5 / 11 What is the purpose of documenting customer interactions and resolutions? To make the customer's issue seem less significant. To track the history of the issue and provide a reference for future support. To avoid taking responsibility for support issues. To create a record of the customer's personal information. 6 / 11 This role requires you to relocate to Lagos, are you willing to relocate? No Yes 7 / 11 Which of the following is a common method for remote support? Sending a technician to the customer's location. Using a virtual private network (VPN) to access the customer's computer. Asking the customer to visit your office. Ignoring the customer's request. 8 / 11 How would you prioritize support requests when multiple customers are experiencing issues? Prioritize based on the severity of the issue and the impact on the customer's business. Ignore some requests to focus on others. Respond only to the most vocal customers. Address the issues in the order they were reported. 9 / 11 What does SLA (Service Level Agreement) stand for? Service Level Agreement Superb Level of Assistance Service Learning Agreement Support Line Authorization 10 / 11 What is the first step you should take when a customer reports a technical issue? Escalate the issue to a senior engineer. Immediately provide a solution. Tell the customer to reboot their device. Ask the customer for more details to understand the issue better. 11 / 11 What is the purpose of a knowledge base in a support role? To schedule customer appointments. To keep customer information confidential. To track employee attendance. To store documentation and solutions for common issues. Your score is 0%
