Interview · Role-specific
Covers phone support skills: call openings, spoken explanations, managing the caller's time, saying no kindly and staying steady with difficult callers. Suits junior and mid-level voice support hires and is spoken, unlike the typed support interview. Follow-ups push for the exact words the candidate would use and what happens after the call ends.
Suits: Customer support agent, Phone support representative, Customer service representative, Support advisor
Interviewer: Tell me about a time you changed someone's mind at work. How did you go about it?
Candidate: Our team wanted to rebuild the billing page from scratch, and I thought it was the wrong call, so we put together a plan to…
Interviewer: You said "we". What did you say yourself, and what finally changed their mind?
Scored on
Score, reasons and recording. Your team decides.
An example exchange. This interview's own questions open when you use it.
Every answer is scored against this guide, with the reasoning written beside the score. You get the recording or the written answers too, and your team makes the call.
Customer · Role-specific
Finds out how someone handles real support tickets in writing: tone, judgement and follow-through.
Listens for
5 of 18 questions · 30 min · Junior to Mid
Customer · Role-specific
Finds out whether they can keep accounts healthy, renew them and grow them through real customer value.
Listens for
7 of 18 questions · 32 min · Mid to Senior
Customer · Role-specific
Finds out how they troubleshoot technical customer issues and when and how they escalate.
Listens for
7 of 18 questions · 35 min · Mid to Senior
