Kelly Connect Technical Chat Support Interview: Possible Questions

Describe HOW you would handle an angry customer.

First: Give customer space to vent issues/ concerns. - while cm vents, take notes on their issues - No interruptions - Gives a chance to take a step back, understand cm is MAD at their situation, NOT at me. Next: Once cm finishes venting, apologize for negative experience/issue. - "I would be happy to help you go through the steps to resolve this"

How would you explain to someone that has never used an iPhone, the process to download an app?

1: Unlock your device and navigate swipe left or right to locate the "App Store" application built into your iPhone. It has a blue icon with a white letter 'A' on it 2: Explore the top apps or use the search feature located in the bottom right corner. 3: Search the name of the app OR search for the type of app you're looking for (suggestions) 4: Scroll up/down to look at search results. You can see if an app is free/paid from the "Get" button. Free apps will say "Get" or "Free", paid apps will have a price listed. 5: Click on the name/picture of the app to see more info. When you're ready click the blue "get" button to start downloading the app.

WHAT problem have you encountered while using an Apple Device? HOW did you resolve it?

2 Apple Products Simultaneously - wanted to connect cellular hotspot but Macbook couldn't find it. - went to Settings to make sure personal Hotspot was turned on (it was on). - I even restarted my devices and tried again with no luck. - Ultimately, I realized that I needed to update my phone to the latest version of IOS. -I updated my phone and was able to connect to my Hotspot.

Explain step by step how to fix/ create something.

How to change trackpad settings to disable back/forward swipe between pages. Step 1: Click on the apple icon in the upper left corner of your desktop screen 2: Click 'System Preferences' 3: Find the Trackpad icon, right next to the mouse icon. Select Trackpad 4: A window will pop-up with options to change "point & click", "scroll & zoom" and "more gestures" settings. Select "More Gestures". 5: Uncheck "Swipe between pages" or use the dropdown menu to customize gesture settings. 6: No need to save, your changes have been applied!

WHY did you apply for this position?

I applied for this position because: - passion for technology - strong customer focused background - tech support would give me an opportunity to fuse those two aspects of myself

If you have one screen, and need to view two docs at once, how would you accomplish this task?

I believe there are several ways to accomplish this, may I utilize online resources to find the "easiest" way to accomplish this task? From the desktop: 1: Open the applications you want to view in split screen. 2: Hover over OR hold down green full screen button in the top left corner of the application window. 3: Choose which screen you would like to put to the left or right using "Tile Window to Left of Screen" or "Tile Window to Right of Screen"

WHAT browser do you enjoy and WHY?

I enjoy using Safari because: - attractive, user-friendly interface - privacy warnings/report makes me feel safe - tab overview function makes it easy to navigate btwn different tabs

WHY do you feel you will do well working from home?

I will do well working at home because: - disciplined and able to motivate myself to complete tasks - I have a dedicated work area free of distractions - remote schooling: deadlines, meetings, assignments