BPO & Outsourcing
Your practice track for Technical Support Representative
at TELUS International
What this interview covers
Interviewers for Technical Support Representative roles at TELUS International typically test across 5 areas:
Philippine-specific tips for this role
- ▸ Filipino agents sometimes over-explain using technical terms to sound knowledgeable, which can confuse customers. Avoid long-winded technical explanations. Instead, use simple, universal analogies in clear English. Also, don't sound condescending, ask if they understood before moving on.
- ▸ Some Filipino agents might say 'Wait lang po, hahanapin ko' while accessing sensitive data, or they might inadvertently share screen without sanitizing personal info. Avoid using informal language during verification, always sound professional and deliberate. Never skip verification steps just because a customer seems kind or is rushing.
- ▸ Some Filipino agents over-promise by saying 'I will personally fix this' without authority, leading to unmet expectations. Instead, set realistic timelines and collaborate properly. Also, avoid saying 'Sorry po, next time na lang' when things go wrong, offer solutions instead.
- ▸ Many Filipino candidates over-apologize or use Taglish phrases like 'Sorry po, Sir' which can undermine their authority. In a professional English call, it's better to show empathy without excessive subservience.
- ▸ Avoid using jargon like 'DHCP' or 'IP configuration' without explaining them in simple terms. Many Filipino agents rush into technical terms, confusing the caller. Also, don't assume the customer knows where to find settings, guide them with phrases like 'Look for the gear icon on your screen.'
All 5 questions in this set
How would you explain a complex technical concept, like DNS or VPN, to a customer who has no technical background?
Technical Support Representatives must bridge the gap between complex systems and everyday users. This question evaluates your communication skills and ability to simplify without being patronizing.
In a tech support role, you might handle sensitive customer information like account numbers or passwords. How do you ensure you protect customer privacy and comply with data security policies?
In a BPO handling international clients, data protection laws and internal compliance policies are critical. This question tests your understanding of compliance and whether you can apply it calmly during calls.
TELUS International values client focus and collaboration. Can you give an example of when you went above and beyond to help a client or worked effectively in a team to solve a client issue?
TELUS emphasizes these core values. The interviewer wants to see if your behavior aligns with their culture and if you can work cross-functionally to deliver excellent client outcomes.
Can you tell me about a time you had to deal with an irate customer? How did you handle the situation and what was the outcome?
This question tests your customer handling skills, empathy, and ability to stay calm under pressure, which are crucial for a Technical Support Representative who often deals with frustrated customers.
Walk me through the steps you would take to troubleshoot a customer who can't connect to the internet on their device.
This question assesses your technical knowledge and systematic problem-solving approach, which are fundamental for any tech support role, especially in a BPO like TELUS International.