I am interviewing for a position and I need some great prepped interview answers and questions to be able to ace the position. I have atattched my resume working with Calendly and doing tech support.
Please do a ton of research on the companies I worked for and the company I am applying for and really show that value within the answers. Like their values, exactly what they do and apply it to the answers. Situational questions should reflect closely to the common questions they get and how the siuations should be handled.
ALso include other questions that may be asked by the director
How I would describe myself:
approachable, driven, confident, I would consider myself Very organized and have the desire to build relationships with the clients. I have alot of interaction with my clients. I am very customer focused so I can really get to know them and act as a partner to help them grow their business. I am able to not only prioritize based on each client specifics but also work in a fast past environment jumping from each business unit.I am big on learning new technology and applications that can make my role easier.I would describe myself as someone who sets the bar high and pushes performance to new levels of excellence. I am very big on impact.I always inspire people to follow my cause and mission as well as being the glue that holds my team together. I am big on building trust and showing that I genuinely care despite the working aspect of things. Lastly I would say I really like to set the pace for the team that I lead, if necessary I don’t mind stepping in assisting with duties that are out of my scope of work to better the business. I am big on deep diving creating processes so that work gets done efficiently. I am big on creating clarity in the event there may be confusion as well
Here is a brief description of what I do within my role:
Sure, so at my previous role what I did was, you know, a lot of managing and overseeing the quality of customer interactions. I worked at Calendly where I was a Quality Assurance Specialist and later a Team Lead. My day-to-day tasks involved several key responsibilities
First off, I developed and maintained the standards of service excellence. This means I made sure our customer support team was always giving top-notch service, whether that was through email, chat, or phone calls. I reviewed and scored these interactions to see where we were doing well and where we needed improvement.
I also worked closely with our support managers. I would report back to them on how individual agents were performing and what trends I was seeing. This was crucial for keeping everyone on the same page and making sure we were all working towards the same goals. So excel was something I utilized heavily to make reports using pivot tables, formulas look look ups, jus showing how the team is doing. Sometimes I would lead those meeting aswell but only a weekly basis I would say I had 2-3 cross functional department meeting
Another big part of my role was partnering with the training team. I identified areas where we could improve and incorporated those findings into our training programs. This helped both new hires and existing staff get better at their jobs.
I was responsible for building and maintaining all the reporting and documentation for our QA processes and outcomes. This means I kept track of all our data and made sure it was accurate and up-to-date. I also scheduled regular quality reviews with support management to make sure we were all aligned on how we were scoring customer interactions.
As a Team Lead, I had to develop expert knowledge of our scheduling platform and deliver high-quality support to users. I also partnered with our sales team to provide technical support during client meetings. This meant I had to be really good at communicating product features and benefits to help clients make informed decisions.
Since our knowledge base that we used called confluence was structured pretty well I would be available in the slack channel for any questions that were entered that can be high level tech like about, Google analytics, api’s, UTM Parameters, C++,python, HTML website embed coding, plug in and server questions. So really a lot of the technical questions as well as using sql database.
I orchestrated the customer onboarding process, delivering personalized training and customization to meet clients’ unique needs. I listened to customer concerns and documented interactions to inform continuous improvements. I also served as a liaison between customers and our cross-functional teams to address issues and escalate critical concerns.
In my earlier role as an IT Help Desk Tech at Medical Guardian, I provided support via phone, email, and chat to employees. I handled technical issues related to Microsoft Operating Systems, Office Products, and mobile devices. I also troubleshooted remote access connectivity problems and reset network passwords.
Position details:
Full job description
PE-backed start-up, DoseSpot is a dynamic and innovative leader in the electronic prescribing software market, and its subsidiary, pVerify, is an industry leading insurance verification solution. We are on a hyper-growth curve at the intersection of the software and healthcare industries. We need great team members to capitalize on these opportunities and improve the healthcare experience for patients and doctors alike. DoseSpot and pVerify have an exciting opportunity to join a fun and growing team, benefit from strong market tailwinds, and be part of an exciting opportunity to ensure mission-critical prescriptions are delivered on time and without error.
T
itle – Technical Support Specialist – Level 2, Team Lead
Department – Technical Support
Reports to – Director, Customer Success & Support
Level – PL – 5 | Team Lead (For more info on our levels, please read here)
Employment Status – Full-time
FLSA Status –Exempt
Location – Remote
What we are looking for
We are hiring a Technical Support Specialist, Level 2, Team Lead to help manage this fast paced team. The level 2 team provides secondary support And technical ownership of new customer integrations. You will have an understanding of basic internet-based applications, APIs, and background systems such as SQL databases. Our work environment is team focused, flexible, and collaborative and we are looking for a team player who is customer focused, can provide efficient and effective resolutions, and understand the importance of meeting or exceeding our clients’ expectations. In addition, you will have some prior experience leading an engaged and active team of technical support representatives, developing processes, managing workloads, and building cross-departmental relationships. These skills will both solve customer’s immediate implementation requirements and build a lasting customer relationship.
What you’ll do
Lead the Level 2 Support team by helping to develop KPis, define new processes and workflows, build out documentation, and ensure the team has a balanced workload.
Be an active member of the team, assisting on difficult cases, engaging other teams, and owning your own workload, this is a working lead role
Serve as technical owner for new customer integrations by providing guidance on install, update, and basic connectivity between customer systems and DoseSpot for successful implementation.
Support new customer integrations to the DoseSpot platform, which includes testing, troubleshooting, support, and solution presentation for seamless operation within the client’s software platform
Supports cases escalated by the Level 1 Support team that require additional technical understanding of the application and its systems
Leverage programs, documentation, and partner with the Development team to find solutions for escalated issues or submit the issue for further research
Recommended Minimum Qualifications: Education and Experience: or any equivalent combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the key responsibilities of the job.
Associate’s Degree in Software or a Technical related field; or equivalent experience with a minimum of two (2) years of Technical Software/IT Support experience in a customer facing role
At least two (2) years experience leading a technical team, preferably in a customer-facing support capacity
Desire to assist with and improve trouble-shooting documentation
Ability to utilize a case management tool to record detailed notes and manage customer communication (e.g., Salesforce, ServiceNow, ZenDesk)
Experience using Postman and a SQL database is required
Experience with programming languages (C++, Python, HTML, CSS) is a huge plus as it will be helpful when addressing technical questions with customers
Strong problem-solving skills
Excellent verbal and written communication and presentation skills
Ability to provide quick and accurate updates and solutions
Detail oriented with the ability to multitask and manage time in in a fast-paced, ambiguous environment
Ability to effectively transfer knowledge to others, both internally to colleagues and externally to our customers
You’ll enjoy this role if:
Working in a team, collaborating with others
Developing a skilled team of players
Helping to organize and sustain a high visibility team
Digging into problems and working to resolve them for our customers
You probably won’t enjoy this role if:
Working independently on projects
Working directly with customers
Managing projects, tasks, or team-based objectives
This team lead role will be repsonsbible for managing a team of 4 people. Ths person would spend alot of their time dealing with customer cases and any escalations that are coming up within the current team and the other side of the role consists of doing performance managing coaching, devloping the team members, mentoring, doing the full cycle of the people leader role of the current team while also managing the customer cases aswell.
In addition to that this individual will also be working closely with the acct management teams, development team to kind of resolve some of the issues coming up. Level 2 team is more focused on resolving complex cases that are being brought up by the level 1 team such as like: integrations, API integrations, once they onbaorded how can they get into the prescription workflow and integration.
They would like for this individual to handle projects such as more consistent metrics of reporting in place to ensure that if there are some trends being viewed kind of discovering that and making changes based on those trends and working wih cross functional teams whenever they are making changes in their workflow making sure it aligns to the workflow that the level 2 team is working on as well.
Some questions that may be asked:
Please describe you day to day ; How much of your time are you spending working with customers against supporting your team? How would you describe the leadershopa nd hands on work spit>
— ( 60% managing the team, 40% escalated complex customer inquries, team of 13 I manage the overnight agents; Working closely with devloper support team) ** Brainstorm and make up a great answer that would relate to this team lead position closely and what I would be doing here to show the hiring manager why my experience aligns perfectly.
Diving into leadership a bit more, what would you say is the level of those individuals?
— 5 Level 2’s 3 level 3’s 1 level 5 4 level 1’s
Level 1- Focused on learning within the first 90 days and completed all certifications up to Cert 3 pretty much first 8 weeks of starting within the role and handling basic level of tickets and chats
Level 2- considered tier 1 access to assist all elvel customers
Level 3 Handles live chat, email, slack quesitons, emotional escalations
Level 4- Considered similar to your guys Beginnign of tier 2 handling live chat, email, escalartions from tier 1 , phone calls for enterprise customers only, scheduled calls, datadog questions, slack questions.
Level 5, Live chat, email escalaions from tier 1, phones scheduled calls, data dog questioons, slack questions, eslcaions from level 4 agents, guru cars, and sme work and projects
** Data dog is like a sql server that lvel 4 and 5 customer suport agent have access to in order to get into the backend logs to obtain error messages o troubleshoot the complex issues* ( do a little more research)
Instances when data dog may be used:
– Google Calendar will not add events but will check for conflicts
Sample situation- Customer was not able to connect to calendar due to API draws
did some digging into the logs and found that we were receing an error message sent by google indiciating that our calendar events were not being added to their gsuite because of the usgae limits for their gsuite account have been reached and I showed a screenshot of the logs below. We do not have control of the error but I suggested that the user connect with google support team to get a better understanding f the issue and poentially increasing the accoun speciifc API request laod limit.. The user ifnormed me that they had the highest api limits and google suggested tht they see if there was a wa to throttle back he rate of API requessts made by their calendly account. In this case I collaborated with our engineers and they realized i was some issues on their end but we were going to make the necessary changes on the backend.
-Office 365 is connected but not checking for conflcits or adding new events
Exchange conenction issues-
Sample situation-
User was seeing error when trying to connect to the exchange calendar” saying we werent able to connect”
Looks like the error was that a 401 resposne status was being pulled from her server so I sent a copy of the data log for their IT support o review and incldued a help article link with more information. The user responded of “how do I fix the disconnect, I tried several times to correct even putting in the correct login info” I responded back letting the user know hat the credientials were not the root and suggested that the exchange admin whitelists our server because if it is behind a firewall it will not work.
What experience do you have with SQL coding and API?
** our API Friendly website we send customers https://calendly.stoplight.io/docs/api-docs/60a14408d6743-get-authorization-code
We work closely with our develorper team for suer compelx issues that we cannot solve after roubleshooting
Some of our common API quesions:
Can we implement a calendar view on our website or create our own calendar / schedule events with your API?
It is possible to display a calendar view on your page using our list event type available times endpoint. This endpoint will return all available time slots for an event type in the specified time range, which you can then use to display your own calendar view of available times. At this time, our API does not have an endpoint that supports creating events, but you can use on of our embed options to display your calendar on your website to schedule events. This tutorial page can help you dynamically load an embed based on scheduling links retrieved from our API too!
How can we capture event type, event date time, and user details after booking?
Our API supports webhooks for Calendly accounts on the professional/standard tier and above. When you create a webhook subscription, we will send POST requests to the URL you provided when an invitee schedules and/or cancels, or when there is a new routing form response in your organization. This page in our Developer Portal has more information on setting up webhooks. You can also find the webhook payload schema right here. The webhook payload includes the invitee resource, as well as the event resource.
We have many users in our account. How can we track all user’s bookings, event types from THE API?
To see all scheduled events for your entire Calendly organization, use an Owner’s or Admin’s Calendly account when creating the personal access token or OAuth access token. Next, use the organizationscope when creating the webhook subscription or when making a GET request to get data for all events in your organization.
IS THERE A WAY TO FILTER EVENTS BY THE EVENT_TYPE? FOR THE SCHEDULED_EVENTS ENDPOINT, I WOULD LIKE TO PASS AN EVENT_TYPE BY ITS URI (IN ADDITION TO THE EXISTING FILTERS) TO HELP FURTHER NARROW MY RESULTS.
How we use API’s can be found more on this page https://developer.calendly.com/getting-started
What is prompting you to lookf or new opportunties and what are some of the things you are looking forward to do within your next role?
Briefly describe your experience using Postman and a SQL Database. Specifically list which Database was used.
Briefly describe your experience with programming languages C++, Python, HTML, CSS.
Provide an example of a technical support question you handled surrounding programming.
Why are you the best candidate for this role?
What are your strengths and weaknesses? Please explain.
### Technical Questions
1. **API Knowledge:**
– Can you explain how you would troubleshoot a failed API call between a client’s system and DoseSpot?
– How have you used Postman in your previous roles for API testing?
2. **SQL and Database Management:**
– Describe a complex SQL query you have written to resolve a customer issue.
– How do you approach database performance optimization?
3. **Programming Understanding:**
– How would your knowledge of programming languages such as Python or C++ assist you in a technical support role?
– Can you explain a scenario where you had to debug a piece of code to diagnose a customer’s problem?
4. **Integration and Connectivity:**
– What steps would you take to guide a new customer through the integration process with DoseSpot?
– Describe a time when you had to troubleshoot connectivity issues between software platforms.
### Behavioral Questions
1. **Leadership and Team Management:**
– Can you provide an example of how you motivated your team during a challenging period?
– How do you handle conflicts within your team?
2. **Customer Focus:**
– Describe a situation where you went above and beyond to meet a customer’s expectations.
– How do you prioritize and manage multiple customer issues simultaneously?
3. **Communication Skills:**
– How do you ensure clear and effective communication with both your team and customers?
–
Can you give an example of how you have explained a complex technical issue to a non-technical customer?
4. **Process Improvement:**
– What process improvements have you implemented in your previous roles?
– How do you stay organized and ensure that your team adheres to defined processes and workflows?
### Situational Questions
1. **Problem-Solving:*
*
– A customer reports an intermittent issue that your Level 1 team couldn’t resolve. How would you approach this problem?
– You discover a critical bug that impacts multiple customers. How do you manage the situation?
2.
**Team Dynamics:**
– One of your team members is consistently underperforming. How do you address this issue?
– You are tasked with developing a new KPI for your team. What steps do you take to ensure it aligns with company goals and team capabilities?
3. **Customer Escalation:**
– A customer is frustrated with the slow resolution of their issues. How do you handle the escalation?
– How would you manage a situation where a new customer integration is behind schedule and the customer is getting impatient?
4. **Workload Management:**
– How do you balance your workload between leading the team and working on your own technical cases?
– Describe how you would handle a sudden surge in support requests
