BPO & Outsourcing
Your practice track for Technical Support Representative
at iQor Philippines
What this interview covers
Interviewers for Technical Support Representative roles at iQor Philippines typically test across 3 areas:
Philippine-specific tips for this role
- ▸ Some might jump to 'Baka po sa area lang 'yan, tawag na lang kayo ulit.' This dismisses the customer. Instead, systematically troubleshoot with them, even if you suspect an outage, and explain each step.
- ▸ Candidates might say, 'Sabi ko sa kanya, kumalma ka muna sir, nagagalit kayo agad.' This sounds dismissive. Instead, acknowledge their feelings first with 'I understand this is frustrating, sir/ma'am. Let me help you.'
- ▸ Candidates might say, 'Okay lang po sa akin, wala naman akong ibang pinagkakaabalahan.' This sounds passive and unprepared. Instead, demonstrate you've thought about how you'd manage sleep, transportation, and safety, and show enthusiasm for the BPO industry.
- ▸ Some candidates might say, 'Kinuha ko na lang yung phone tapos ako na lang gumawa, kasi mas mabilis.' This shows a lack of patience. Instead, explain how you guided the person step by step and ensured they understood.
All 4 questions in this set
Imagine a customer calls and says their internet isn't working. They can't browse any websites. Walk me through how you would diagnose and solve this problem step by step.
Employers need to see if you have a logical, methodical approach to problem-solving, even without prior technical experience. This tests your critical thinking and communication.
Describe a situation where you had to deal with an angry or upset person. How did you handle their frustration, and what was the outcome?
Technical support often involves upset customers. The interviewer wants to see resilience, emotional intelligence, and the ability to stay professional under pressure.
This role involves shifting schedules, including night shifts, weekends, and holidays. How do you feel about that, and what makes you ready for a BPO work environment?
The interviewer wants to assess your attitude toward the non-negotiable demands of BPO work. They need to know you won't quit when faced with night shifts or holiday work.
Tell me about a time you helped someone solve a technical problem. How did you go about it, and how did you ensure they understood the solution?
The interviewer wants to see if you can calmly assist people who may not be tech-savvy, a core part of technical support. They're looking for patience and clear communication.