How should I prep for an Internet Tech Support interview?

[Mr. Slant]

I've been working as a computer technician and tech support guy since 1999.
I'm generally good at my job. I have never been faulted for poor workmanship or technical performance.
Due to my most recent job, I've never really worked with anything newer than XP, however.
I've been unemployed, excepting a side business unrelated to tech, since Feb 2010.

Can anyone suggest what I might want to do in order to prep for the interview next week?
What would be the easiest way to quickly familiarize myself with Windows 7 and maybe Vista?

For reference, here's the job description:

Technical Support Specialists (TSS) handle complex escalations from Tier I BSR personnel. They resolve complex problems through effective coordination and facilitation with other support teams. TSS assist customers and employees with the resolution of complex Internet or data network problems.

Essential Job Functions:
• Answering incoming calls and support emails during shift and troubleshooting customer Internet problems.
• Verify Windstream equipment problems/outages and notify correct department.
• Handle complex escalates from BSRs.
• Monitor and assist BSR’s call support.
• Escalate, monitor, and track problems in appropriate trouble management system to ensure timely resolution.
• Accept and resolve escalated calls.
• Other duties as assigned.

Minimum Requirements:
High School diploma or equivalent and 4+ years experience with 3+ years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.

Desired Qualifications:
• Customer Service experience.
• Good listening skills.
• Good communication skills/Interpersonal skills.
• Keys to Customer Service.
• Use of computer/ Microsoft Office package/ Windstream billing packages.
• Fluent Knowledge of Internet computer applications.
• Ability to organize calls efficiently and resolves customer issues.
• Understanding of dial-up modems and TCP/IP protocol.
• In-depth knowledge of specialty internet products.
• Strong coaching and mentoring skills.
• High degree of technical aptitude.

[Mr. Slant]

Bump for the West Coast daytime crowd.

[robert_columbia]

Developer and sometimes-Tech here. One obvious, but not sufficient, way is to start USING one of them. There are a lot of basic "duh" differences on the surface that you'll need to know some time or another. For example, the UI for connecting to a wireless network in Vista or 7 is different and takes a little getting used to.

It looks like the job you are applying for is Tier 2. You probably know this, but you'll probably be dealing with more in-depth stuff where the Tier 1 person has already gave their view, e.g. "User can't connect to Outlook. System logs show a credential error - I think this user's AD credentials are corrupt.", instead of "I can't connect ot outlook helppp!"

[robert_columbia]

Originally Posted by Mr. Slant

...
• Understanding of dial-up modems... [/b]

Are you looking to work in Amish country?

[Gukumatz]

Originally Posted by robert_columbia

Are you looking to work in Amish country?

Here be pixellated dragons.

[kenetic]

"I understand your frustration."

[JSexton]

I recently did the interviewing and hiring for a similar position. I cared a lot more about customer service and attitude than technical skills. Obviously there is a base level of technical aptitude that I need, but I can train nearly anyone to do what I do, so long as they have the right attitude.

I'd imagine that your potential employer feels the same way.

[gaffa]

I'm sure they would expect that they'll have to train on some stuff anyway. If you can troubleshoot, and can maintain a view of the customer's equipment in your head, the specific equipment and OS is less important.

And year, dial-up modems are still used in credit card processing and POS, even if only for backup.

[robert_columbia]

Originally Posted by gaffa

I'm sure they would expect that they'll have to train on some stuff anyway. If you can troubleshoot, and can maintain a view of the customer's equipment in your head, the specific equipment and OS is less important.

....

This is good. Also, know where technical information is found. They almost certainly don't expect you to know every common Windows registry entry, it's syntax, and it's meaning. I would expect a tech to know where to go to find information.

[Dangerosa]

Originally Posted by JSexton

I recently did the interviewing and hiring for a similar position. I cared a lot more about customer service and attitude than technical skills. Obviously there is a base level of technical aptitude that I need, but I can train nearly anyone to do what I do, so long as they have the right attitude.

I'd imagine that your potential employer feels the same way.

True. I once was a manager for a consulting firm. I had a woman work for me that had horrible technical skills - but clients LOVED her. She had the BEST customer service skills and all her technical ineptitude did was make her clients feel better about their problems. She did stick with each problem until it was solved - but each problem was "check copious notes, have I seen this one before? No, ask someone how to solve it, take copious notes." There was no "oh, I bet that if we go into control panel and update the driver that would fix this." She drove the geeks nuts - because she was always getting bonuses for placement and her clients liking her - and some of them - with much better tech skills - couldn't stick at a client.

Microsoft has a ton of videos out on "upgrading to 7" and "benefits of 7" - I'd start there so you know the differences.

[Mr. Slant]

Originally Posted by robert_columbia

Are you looking to work in Amish country?

Honestly, the job is maybe an hour or two from Amish country.

[fluiddruid]

Tech support manager here. I used to do a ton of hiring at a previous job (for tier II techs, on a major cellular carrier).

Here's what I was looking for (with sample interview questions):

- A basic level of understanding of troubleshooting: "Tell me about technical problem that you overcame with some difficulty. How did you go about solving this problem?" I'm looking for someone who can think through problems, not just read off a page -- someone who is comfortable trying to figure things out.

- Independence; someone who looks to available resources before asking for help: "If you didn't know the answer to a customer's problem right away, what would you do?" (Look to documentation, Google, refer to training materials, think of similar problems and make an educated guess)

- Customer skills and patience: "Tell me about a time you dealt with a really frustrating customer, and how you handled it." "How did that work out in the end?

- A basic understanding of technology, and honesty about it?: "Tell me about your experience in general with computers and software." "What would you say are your strongest technical skills?" "Your weakest?" (Don't bullshit me.)

- Genuine interest in tech support: "What interests you in this position?" (We got a lot of unemployed devs/QA folks who were out of there in half a jiff if another job, any job, off the phone came along)

- Ready for the bad parts of the job: Understands the hours, aware of any bad aspects to the job

- Team player / flexible / helpful / manageable - Too many arrogant jerks in tech fields who can't learn because they're always right, or who are prima donnas about rolling up their sleeves when needed (e.g. if overtime's needed) "Can you tell me about a time where you had to make a personal sacrifice at work, because of the needs of the business?"

Things that I didn't care as much about:

- Specific technical knowledge of a particular OS version or software, generally I want someone who's comfortable learning technical things, not who has a particular skill set

- Tech support job title in the past: In many companies, it's not technical at all - it means nothing. Be able to describe how your job experience is relevant

- Time unemployed: I really didn't care if you had been unemployed but be able to talk about it. Be prepared to say how you've used that time.

Major bonus cred for:

- Initiative: Taking time to learn a little bit about Win 7 because you're interested in the job (maybe at an internet cafe? Hell, just spend some time Googling 'differences between XP and 7", etc.) Take the time to learn more about the company, etc.

- Bright: It just never hurts to hire the smart guy.

- Relaxed demeanor / cool in a crisis: I tried not to hold it against people who were nervous, but being relaxed in the interview tends to give the impression you'll be relaxed when someone's being douchey/stupid on the phone.

[Mr. Slant]

Would you mind if I sent you my resume in PM so you could provide any pertinent advice?