Support Specialist

Deliverable:

Triage of Support Tickets

Early Career

30 Minutes

SKILLS COVERED

Data Literacy
Critical Thinking
Prioritization
Time Management
Written Communication

RELEVANT ROLES

Customer Support Representative
Product Support Specialist
Operations Associate

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:

  1. 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.

  2. 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.

  3. 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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How It Works

  1. Select a test and set customization preferences

  2. Preview your custom test

  3. SkillsTrust handles test delivery and preliminary scoring

  4. 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

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.