Consulting & Professional Services
Your practice track for Technical Support Representative
at Accenture
What this interview covers
Interviewers for Technical Support Representative roles at Accenture typically test across 4 areas:
Philippine-specific tips for this role
- ▸ A common mistake is apologizing too much like 'Sorry po, sorry po, ma'am.' It makes you sound unsure. Instead, stay calm and say 'I understand your concern. Let me check this step by step for you.' Show control, not guilt.
- ▸ Don't start with 'Sorry po kasi baka mali po yung ginawa nung previous agent.' That throws your teammate under the bus and sounds unprofessional. Say 'I see what was done before. Let me try a different approach for you.'
- ▸ Some candidates say 'Nag-review ako sa bahay' or 'Inaral ko siya overnight' which sounds good but does not match urgency. Instead, show how you adapt under time pressure at work itself.
- ▸ Many Filipino tech support reps instinctively say 'Hala, may DNS error po kasi' without translation. The customer nods but remains anxious. Instead, immediately translate the problem into a relatable metaphor and use 'po' only to soften instructions: 'Kunyari po, ang printer ay parang delivery rider na naligaw ng address.'
- ▸ Many applicants panic and reply with 'Okay lang po, basta po hindi baha' or hedge by asking for exemptions upfront. That raises doubts about your commitment. Instead, state your willingness clearly and then briefly mention your transport plan; avoid saying 'pero' unless you have a genuine constraint.
All 7 questions in this set
A customer calls in saying they cannot log into their email account. They have tried resetting their password twice but they still get an 'account locked' message. Walk me through how you would troubleshoot this over the phone.
Accenture wants to see if you can follow a logical step-by-step troubleshooting process while keeping the customer calm on a live call, which is key for technical support roles.
Role-play scenario: I am a customer who called twice already about my internet connection dropping every 10 minutes. The first agent told me to restart the modem, which did not work. Now I am frustrated and losing patience. Start the conversation with me.
Accenture wants to see emotional intelligence and composure under pressure, especially when handling a customer who is already upset and distrustful. This simulates real BPO call stress.
Tell me about a time when you had to learn a new tool or system update very quickly and use it on a live call the same day. How did you handle it?
Accenture values adaptability because tools and client processes change frequently. They want proof you can learn quickly without compromising service quality.
Explain how you would troubleshoot a customer's internet connection that keeps dropping.
Technical support hires are evaluated on whether they follow a logical, repeatable diagnostic process rather than guessing: random fixes waste handle time and frustrate customers further.
Tell me about a time you had to explain a technical issue to a non-technical customer.
The gap between "can fix it" and "can explain it clearly" is exactly what separates a good support rep from a frustrating one: this question tests communication, not technical depth.
The company requires on-site reporting 3x a week. Are you willing to report on-site?
This is a logistics-fit filter disguised as a culture question: companies ask it directly because commute/schedule mismatches are a leading cause of no-shows and early resignations.
You have three escalated tickets at once. How do you prioritize?
Prioritization under pressure is a daily reality in support queues, and this question filters for candidates who have an actual method versus those who'd just work first-in-first-out and let SLAs slip.