Customer Support Representative
Deliverable:
Responses to Support Tickets
Early Career
30 Minutes
SKILLS COVERED
RELEVANT ROLES
About This Test
Scenario
As a Support Specialist, you're tasked with managing a queue of customer emails from around the globe, each requiring a tailored response.
Task Instructions:
Answer Emails: You have a queue of three customer emails. Your job is to respond to each email within your allotted time.
Use Documentation: You should consult the documentation provided to find the necessary information to answer the customers' questions accurately. If the answer isn’t available in the documentation, consider what additional information you need from the member to resolve their query effectively.
Demonstrate Empathy and Clarity: Your responses should reflect an understanding of the customer's perspective, adapting your language and tone to suit their level of technical proficiency.
Show Accuracy and Conciseness: It’s crucial to relay the information found in the documentation accurately to the user. Ensure your responses are direct, clear, and provide the member with the information they need.
Why We Chose It
This task tests for comprehension and critical thinking by presenting candidates with authentic examples of user questions about your products.
This task tests for communication by challenging candidates to relay technical, complex, or unwanted information to users from a wide range of backgrounds.
Assign This Test
How It Works
Select a test and set customization preferences
Preview your custom test
SkillsTrust handles test delivery and preliminary scoring
Review your scored submissions and progress candidates
Customization
Each test comes with reference material (ex. a dataset, financial statement, report etc) which candidates use to complete their task.
Reference material is fully customized to match your industry, company size, and business context.
Scoring
Each work sample submission is scored using a detailed skills-based rubric.
What You'll Learn About Candidates
With little guidance and under time pressure, candidates will need to prove that they can search for, comprehend, and relay important information to your users.
To answer the task successfully, candidates will need to prove that they can communicate with clarity and empathy.