Majesco India Technical Support Executive Interview: Rounds, Questions and Preparation

What the job involves

Technical Support Executives in the BPO/KPO/ITES sector handle inbound customer queries about software products, resolve basic technical issues over phone, email, or chat, and escalate complex problems to senior engineers. At fast-growing IT product or services companies like Majesco India, they support insurance or financial software users, document tickets in a CRM, and meet SLA and customer satisfaction targets. The role is a common entry point for freshers into IT support and product operations.

Role and Technical Knowledge

1. 1

   What is the difference between an incident and a service request in IT support?

   An incident is an unplanned interruption or degradation of service, like a login failure. A service request is a routine ask, such as password reset or software installation, and both follow different SLAs.

2. 2

   Explain the OSI model layers and which layer you would check first for a 'no internet' complaint.

   List the seven layers briefly and say you start at Layer 1 (physical cable, Wi-Fi switch) then Layer 3 (IP address, ping gateway) before moving up. Show a bottom-up approach.

3. 3

   What is an SLA in a BPO or ITES environment, and why does it matter?

   SLA is a service level agreement that defines response and resolution times. It matters because it sets customer expectations and is used to measure team performance and penalties.

4. 4

   How would you use SQL to find a customer whose policy number is 'POL12345' from a table called policies?

   Write SELECT * FROM policies WHERE policy_number = 'POL12345'; and mention you would verify the result before sharing data, following privacy rules.

Practical Scenarios

1. 5

   A customer calls saying their insurance portal is not loading. Walk me through your troubleshooting steps.

   Start with empathy, confirm the URL and browser, ask for a screenshot, check if the issue is only for them or widespread, try a different browser or incognito mode, then check server status before escalating with a ticket.

2. 6

   You receive a ticket marked 'urgent' but you are already handling three high-priority tickets. What do you do?

   Acknowledge the new ticket, check its actual impact against the SLA, inform your team lead if you cannot meet the deadline, and prioritise based on business impact rather than just the label.

3. 7

   A customer is angry and uses rude language because their issue is not resolved. How do you handle the call?

   Stay calm, listen without interrupting, acknowledge their frustration, avoid taking it personally, repeat the issue to confirm understanding, and give a clear next step or escalation path.

4. 8

   You need to escalate a bug to the development team. What information would you include in the ticket?

   Include customer ID, environment, steps to reproduce, expected vs actual result, screenshots or logs, timestamp, and business impact. Mention you would link the original customer ticket.

Behavioural and Situational Questions

1. 9

   Tell me about a time you helped someone solve a problem under time pressure.

   Use the STAR method. Pick a college project, event, or part-time job, and highlight how you stayed calm, prioritised, and communicated clearly.

2. 10

   How do you handle repetitive work while maintaining accuracy?

   Mention personal checklists, double-checking entries, taking short breaks to stay focused, and using tools or shortcuts without skipping verification steps.

3. 11

   Describe a situation where you had to learn a new tool or process quickly.

   Show self-learning through documentation, videos, or a mentor. Give a concrete example like picking up a new software for a college project within a week.

4. 12

   Give an example of when you received negative feedback and how you improved.

   Be honest about a small mistake, say what you changed, and show that you now seek feedback early instead of avoiding it.

HR and Company Fit

1. 13

   Why do you want to work in technical support, and why in the BPO or ITES sector?

   Link your interest in troubleshooting and customer interaction to the sector's growth. Mention that you want to build a career in IT support and are open to learning domain knowledge like insurance.

2. 14

   Are you comfortable working in rotational shifts, including night shifts?

   Answer clearly and honestly. If yes, say you have discussed it with family and have transport arrangements. If no, state your constraint politely without sounding rigid.

3. 15

   Where do you see yourself in two years in a support role?

   Show a realistic path, such as becoming a subject matter expert, senior support engineer, or team lead. Avoid saying you want to leave support immediately.

4. 16

   What are your salary expectations for this fresher role?

   Research typical fresher support salaries in your city, give a modest range, and say you are open to the company's standard package for the role.