BPO, KPO and ITES
Capita India Technical Support Executive Interview: Rounds, Questions and Preparation
For Technical Support Executive roles at companies like Capita India
What the job involves
A Technical Support Executive in the BPO/KPO/ITES sector handles inbound customer queries related to technical products or services, such as software, hardware, or internet issues. They troubleshoot problems over phone, chat, or email, document issues in ticketing systems, and escalate complex cases to higher-level support. The role demands strong communication, patience, and basic technical troubleshooting skills.
Role and Technical Knowledge
- 1
What is the difference between a hub, switch, and router?
Explain that a hub broadcasts data to all devices, a switch forwards data to specific devices, and a router connects different networks.
- 2
How would you troubleshoot a slow internet connection?
Mention checking physical connections, restarting the router, running speed tests, and checking for background downloads.
- 3
What is a ticketing system and why is it used?
Describe it as a tool to log, track, and manage customer issues, ensuring timely resolution and documentation.
- 4
What are the common causes of a computer not booting up?
Cover power issues, faulty RAM, hard drive failure, and corrupted OS, and how to isolate each.
Practical Scenarios
- 5
A customer is angry because their issue is not resolved after multiple calls. How do you handle it?
Show empathy, apologize, take ownership, and assure them you will personally follow up until resolution.
- 6
You are on a call and the customer's language is difficult to understand. What do you do?
Politely ask them to repeat or speak slowly, and paraphrase to confirm understanding.
- 7
You have multiple tickets pending and a new high-priority issue comes in. How do you prioritize?
Explain that you assess severity and impact, handle the critical issue first, and inform others of delays.
- 8
A customer asks for a solution you are not sure about. How do you respond?
Be honest, tell them you will check with a senior or refer to knowledge base, and get back with accurate information.
Behavioural and HR
- 9
Why do you want to work in technical support?
Highlight interest in technology, problem-solving, and helping people, and mention growth opportunities.
- 10
How do you handle repetitive tasks?
Emphasize focus, consistency, and finding ways to improve efficiency without compromising quality.
- 11
Are you comfortable working in rotational shifts?
Show flexibility and willingness, and mention any prior experience or readiness to adapt.
- 12
Tell me about a time you helped someone solve a problem.
Use STAR method: describe situation, task, action, and result, focusing on your communication and patience.
Communication and Customer Handling
- 13
How would you explain a technical issue to a non-technical customer?
Use simple analogies, avoid jargon, and check for understanding by asking them to repeat back.
- 14
What do you do if a customer keeps interrupting you?
Stay calm, let them finish, then politely summarize their concern and proceed step by step.
- 15
How do you handle a customer who uses abusive language?
Remain professional, warn them politely, and if it continues, escalate or disconnect as per policy.
- 16
What is the importance of documenting customer interactions?
It ensures continuity, helps in tracking recurring issues, and provides data for improving service.
Practise the conversation
Much of a Technical Support Executive's job is conversation. Practise a sales call, an upset customer or a negotiation with an AI persona, and get a scored report.
Ready to try it for real?
Take a timed test or talk through a mock interview for this role, then see your scores.
This is practice material for Technical Support Executive roles, written with AI. It is not a list of questions Capita India or any other company has asked.