Support Specialist
Deliverable:
Triage of Support Tickets
Early Career
30 Minutes
SKILLS COVERED
RELEVANT ROLES
About This Test
Scenario
The candidate is presented with a scenario where the Head of Operations, reports a sudden increase in customer support tickets. The candidate's help is sought to perform triage on a sample of 10 emails from the support inbox. These emails come with additional context such as the type of issue, the type of account involved, and the time the ticket has been waiting in the queue.
Candidate's Task:
Prioritization: The candidate must review the 10 emails and identify the top 3 that should be given the highest priority based on their importance and urgency.
Analytical Reasoning: For each of the top 3 prioritized emails, the candidate needs to articulate the rationale behind their prioritization decision, explaining why these tickets should be addressed first.
Rule Creation: Develop a straightforward rule or set of instructions that can be used by the entire team for quickly and efficiently prioritizing support tickets in the future. This rule should be simple to understand and easy to implement.
Why We Chose It
The main objective of this test is to assess the candidate's capability to analyze information, make judgment calls on priority based on a set of criteria, and communicate their reasoning effectively. Additionally, it tests the candidate's ability to devise practical, actionable strategies for team-wide implementation, enhancing the efficiency of customer support operations.
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Scoring
Each work sample submission is scored using a detailed skills-based rubric.
What You'll Learn About Candidates
A good response will aim to balance the urgency of support requests with the strategic importance of maintaining high customer satisfaction and loyalty, using a method that is both thoughtful and scalable.