BPO, KPO and ITES
FactSet India Technical Support Executive Interview: Rounds, Questions and Preparation
For Technical Support Executive roles at companies like FactSet India
What the job involves
Technical Support Executives in BPO/KPO/ITES provide first-level technical assistance to customers or internal users via phone, email, or chat. They troubleshoot software, hardware, and network issues, document tickets, and escalate complex problems to senior teams. The role demands strong communication, problem-solving, and customer service skills in a fast-paced, target-driven environment.
Role and Technical Knowledge
- 1
What is the difference between a hub, switch, and router?
Explain that a hub broadcasts to all ports, a switch forwards based on MAC addresses, and a router connects different networks using IP addresses.
- 2
How would you troubleshoot a computer that is running very slow?
Cover checking CPU/memory usage, disabling startup programs, scanning for malware, and checking disk space. Mention using Task Manager and safe mode.
- 3
What is Active Directory and what are common tasks a support executive performs in it?
Describe AD as a directory service for user and computer management. Common tasks include resetting passwords, unlocking accounts, and adding users to groups.
- 4
Explain the ITIL incident management process.
Outline the steps: incident identification, logging, categorization, prioritization, initial diagnosis, escalation, resolution, and closure. Emphasize SLA adherence.
Practical Scenarios
- 5
A user calls saying they cannot access the internet. How do you handle this over the phone?
Start with basic checks: cable connections, Wi-Fi status, ipconfig, ping to gateway, and DNS. Guide the user step by step and document the issue.
- 6
You receive a ticket marked as high priority but you are already handling another critical issue. What do you do?
Assess urgency and impact, communicate with the requester about delay, and if needed, escalate to a teammate or manager. Prioritize based on business impact.
- 7
A customer is angry because their issue is not resolved after multiple calls. How do you calm them down?
Listen actively, apologize sincerely, take ownership, and provide a clear action plan with timelines. Avoid blaming others and follow up promptly.
- 8
How would you guide a non-technical user to map a network drive?
Use simple language, ask them to open File Explorer, right-click This PC, choose Map network drive, and enter the path provided. Confirm each step.
Behavioural and Situational
- 9
Tell me about a time you had to explain something technical to a non-technical person.
Use the STAR method. Highlight patience, use of analogies, and confirmation that the person understood.
- 10
How do you handle repetitive and monotonous tasks?
Show that you stay focused, maintain accuracy, and look for ways to improve efficiency without compromising quality.
- 11
Describe a situation where you worked under pressure or tight deadlines.
Give a specific example from college or part-time work. Emphasize prioritization, time management, and staying calm.
- 12
Have you ever disagreed with a team member? How did you resolve it?
Focus on professional communication, listening to their perspective, and finding a mutually agreeable solution.
HR and Company Fit
- 13
Why do you want to work in technical support, and why in a BPO/KPO/ITES company?
Express interest in technology and customer service. Mention exposure to diverse issues and career growth in IT support.
- 14
Are you comfortable working in rotational shifts, including night shifts?
Be honest. If yes, state your flexibility and how you manage sleep and health. If no, explain constraints clearly.
- 15
Where do you see yourself in three years?
Show ambition to grow into senior support, team lead, or specialized technical roles. Align with the company's career path.
- 16
What are your salary expectations?
Research typical fresher salaries for technical support in India. Give a range and express flexibility based on overall benefits and growth.
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 FactSet India or any other company has asked.