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395 customer support analyst interview questions shared by candidates

The only question they asked me was a scenario type question. If this happened what would you do? Then I would answer and reply was "what if that didn't work?" then I would answer and get same reply. This went on for about 30 minutes and I understand their intent but it was pretty ridiculous. No questions about my previous technical skillsets or experience supporting customers. By the end of interview I didn't want to work there anyway.
avatar

Customer Support Analyst

Interviewed at Blackbaud

3.2★
Aug 14, 2012

The only question they asked me was a scenario type question. If this happened what would you do? Then I would answer and reply was "what if that didn't work?" then I would answer and get same reply. This went on for about 30 minutes and I understand their intent but it was pretty ridiculous. No questions about my previous technical skillsets or experience supporting customers. By the end of interview I didn't want to work there anyway.

The mock support call took me off guard considering the interviewer wanted me to guide a frustrated client through an undisclosed problem with an undisclosed app, giving me one to two word answers. I tried to better narrow down the problem with 5 or 6 questions as to if there were any error messages, or if they could better describe the problems they were having. Every response was vague, and I knew the point was not to solve the problem, but to test my comfort level in finding a resolution. After about 2 minutes of probing with questions, I deferred to transferring them to my support manager to better assist them. That's when the interviewer said, "I'll hold ...". Then, dead air for about 5 seconds. I broke character at that point, not knowing where to go from there. Did she expect me to come back on the line impersonating some fictitious support manager? I was baffled. I am still baffled, but now it makes me laugh. The interview was over shortly thereafter.
avatar

Customer Support Analyst

Interviewed at Blackbaud

3.2★
Mar 11, 2014

The mock support call took me off guard considering the interviewer wanted me to guide a frustrated client through an undisclosed problem with an undisclosed app, giving me one to two word answers. I tried to better narrow down the problem with 5 or 6 questions as to if there were any error messages, or if they could better describe the problems they were having. Every response was vague, and I knew the point was not to solve the problem, but to test my comfort level in finding a resolution. After about 2 minutes of probing with questions, I deferred to transferring them to my support manager to better assist them. That's when the interviewer said, "I'll hold ...". Then, dead air for about 5 seconds. I broke character at that point, not knowing where to go from there. Did she expect me to come back on the line impersonating some fictitious support manager? I was baffled. I am still baffled, but now it makes me laugh. The interview was over shortly thereafter.

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