Questions to ask Applicants:

Please define customer service. Interviewer______________ Interviewee______________

Please describe your background with computers. Feel free to include college classes and job experience.

Do you have any experience with computer networks/networking?

Do you have any experience with Apple/Macintosh systems?

Have you had any technical support experience? If so, please elaborate.

SITUATIONAL SCENARIO: A resident calls from their room asking for assistance on a problem you cannot solve. You explain to the resident that you will put them on ‘the list’ (i.e. our online call tracking software). The resident suddenly becomes VERY frustrated and explains to you that they have been on the list for several days. How would you help this resident?

Please list 3 qualities and skills you think a person will need to be effective in this position. Out of these skills, which do you feel is a particular strength for you? Which is a weakness?

What do you believe is the average amount of time required to assist someone with a computer problem?

Do you have managerial or supervisory experience?

If you run into a computer problem you can’t fix, what resources would you utilize to help you resolve the problem?

SITUATIONAL SCENARIO: A resident who feels that they have received particularly poor service from us comes into the lab and begins to use colorful language. They are obviously angry and you begin to be concerned about the possibility that they might become violent. Assume your supervisor is not around. What would you do to handle this situation?

What skills could you bring to this position that would assist you in providing technical support to the residents?

Describe other background you have, that we haven’t asked you about, that would substantiate that you are prepared to take on this position.

How do you handle pressure and stress?

How would you describe your workstyle?

Are there any questions that you would like to ask us?

Why are you the best person for this job?

Are you able to work a non-standard work schedule? Specifically 9-6, 10-7, 11-8 (am-pm) Monday through Friday.

-- MichaelEllis - 02 Aug 2005

Name: _______________________________ # of hours available: _____

What do you know about IT tools available to students on campus? WOU email? Wou Calendar? Public HTML page?

What type of work environment do you like best? Do you like variety? Would you prefer a desk job or one that takes you all around campus in all kinds of weather?

How do you handle pressure and stress?

How do you handle customers who are obviously under pressure and stress?

Explain how you overcame a major obstacle.

Define customer service. Define customer satisfaction. How might these differ?

What did you enjoy most about your last position?

What did you enjoy least about your last position?

Do you like to work alone or as part of a team?

How would you describe your work style?

You have read the 5 different job descriptions our department is trying to fill, which of the positions appeal to you and what skills do you possess that would make you successful in them?

Is there a specific position you are NOT interested in being hired for?

Service Request Desk

Can you work swing, graveyard and weekends?

How do feel about working in a secure, empty office alone at night or on the weekend?

-- JoanGuralnick - 25 Jul 2005

Given the job description, what skills do you expect to gain from working here? What skills do you expect to use most often in this position?

What is your strongest communication method? (ie, telephone, email, face-to-face, etc.)

Do you enjoy learning new things?

After working one job for 3 years, if you were asked to change the entire way you were doing things, what would your reaction be? (i.e. how flexible can you be)

SITUATION: Your coworker just left for an hour long lunch when you are hit with a rush. The phone is ringing, and you can see several people are on hold. There are three people in person to see you who all think they are more important than the phone. (And you boss just walked in, but he/she is on their cell phone.) What do you do?

-- RonniLuchterhand - 04 Aug 2005
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