Role
Technical Support (Telecom)
The hiring challenge
Resolves service faults by guiding non-technical customers over the phone who are upset about being offline; an interview is no assurance of whether the person combines technical diagnosis with the patience to explain step by step without losing their composure.
What to assess
Problem solving, technical skills, customer orientation, and self-control with upset customers.
How we build the mix
A person with higher cognitive ability tends to learn faster, reason better and adapt to new problems. For this role it is a good base for the mix.
Related competencies confirm that this capable person can perform the specific functions of the role well, not just reason in the abstract.
A technical assessment (your own or digitized) verifies they can use the tools of the role. Or, as an alternative, DISC to learn the behavioral profile for the role.
Suggested assessment mix for technical support (telecom)
9 assessments · variable time. Suggested guide: adjust it to your process.
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Diagnosing varied faults while guiding from a distance calls for quick reasoning.
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Helps observe the reasoning used to analyze data and spot what doesn't add up.
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Helps observe fluency with the digital tools specific to the role.
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Helps observe customer orientation and the quality of service.
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Helps observe clarity when communicating and the quality of interaction with others.
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Helps observe emotional handling and resilience under the pressure of the role.
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Helps observe the handling of impulses and composure in tense situations in the role.
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Confirms day-to-day handling of support and diagnostic tools.
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Dealing with upset customers: the relationship style adds signal.
ⓘ The exact mix and its fit are tuned by Kokoro with you. This mix is a guide, not a closed recipe.