Preview Questions Customer Support Specialist | Role Specific Skill

Question 1: What is the most important feature in a helpdesk tool to manage multiple channels of customer support, including social media?

Which action should you take?

Choose only one option

Omnichannel support integration to handle inquiries from various platforms in one interface

The ability to disregard social media inquiries in favor of email support

Limited ticket creation based on a single communication channel

Filtering out non-urgent inquiries from social media channels

Question 2: How would you handle a situation where the customer repeatedly interrupts while you're explaining the solution?

Which action should you take?

Choose only one option

Politely pause and let them express their concerns fully before continuing

Speak louder to ensure they understand your solution

Ignore their interruptions and assertively finish explaining

Continue speaking without acknowledging the interruptions

Question 3: A customer reports that they are unable to view their ad campaign metrics in real-time. What is the first action you should take?

Which action should you take?

Choose only one option

Check if there are any delays or issues with the reporting system on the back end

Advise the customer to refresh their browser

Ask the customer to clear their browser history

Verify the customer's internet connection and troubleshoot any connectivity issues

Question 4: You have to communicate a technical issue to a customer, but they are upset. How do you manage their emotions while still conveying the message?

Which action should you take?

Choose only one option

Keep the explanation short and focused on the solution

Ignore their frustration and just explain the technical issue

Acknowledge their frustration and offer empathy before explaining

Tell them they are mistaken and that everything is fine

Question 5: How do you manage a conversation where the customer feels they are not being heard or understood?

Which action should you take?

Choose only one option

Ask for clarification and demonstrate genuine interest in solving their problem

Apologize profusely and try to end the call quickly

Continue with the standard script and offer no changes

Provide only minimal responses, assuming they will resolve the issue themselves

Question 6: If a marketing platform's analytics data is showing inconsistencies in tracking, how would you troubleshoot the issue?

Which action should you take?

Choose only one option

Suggest a complete reset of the platform's analytics settings

Advise the customer to manually enter data

Recommend waiting 24 hours for data to populate correctly

Check for tracking code issues, such as missing or incorrect tags