17 Support Consultant Interview Questions and Answers

As a support consultant, you’re the first line of defense for customers who need help using the software or hardware they’ve purchased from your company. You may also be responsible for handling escalated customer issues and managing customer relationships.

To make sure you’re the best possible candidate for this customer-facing role, you need to be prepared to answer support consultant interview questions. In this guide, we’ll provide you with some questions you may be asked and some tips for answering them.

Are you familiar with the products or services you’ll be supporting at our company?

This question can help the interviewer determine whether you have experience with their company’s products or services. It also helps them understand how much time it might take for you to get up to speed on any new processes, systems or software that may be in place at the company. Your answer should include your level of familiarity with the company and its offerings as well as a plan for learning more if needed.

Example: “I am familiar with the company’s primary product line, however I would need to spend some time reviewing the latest updates and changes before starting my first day. I find that this is an important part of getting to know each client and ensuring that I am providing the best support possible.”

What are some of the most important qualities for a successful support consultant?

This question can help the interviewer determine if you have the skills and abilities to succeed in this role. When answering, it can be helpful to mention a few of your strongest qualities that relate to the job description.

Example: “I believe some of the most important qualities for a successful support consultant are problem-solving skills, communication skills and attention to detail. As a consultant, I would need to solve problems for clients while communicating with them effectively. In my last position, I had a client who was having trouble using their software program. I used my problem-solving skills to troubleshoot the issue by asking questions about how they were using the software. Then, I used my attention to detail to make sure I followed all of the steps needed to fix the issue.”

How would you handle a situation where you can’t provide a customer with the support they need?

This question can help the interviewer understand how you react to challenges and setbacks. It’s important to show that you are willing to do whatever it takes to solve a problem for your customer, even if you don’t have all of the answers.

Example: “If I couldn’t provide a solution to a client’s issue, I would first apologize and then offer them a discount on our services as an apology. If they were still unsatisfied with my response, I would find someone else in the company who could help them or refer them to another service provider.”

What is your process for gathering information about a customer’s issue and determining the best course of action?

The interviewer may ask you this question to understand how you approach a problem and determine the best solution. Your answer should show that you have a systematic process for solving customer issues, which can help an employer know that you are organized and detail-oriented.

Example: “I always start by asking the customer what their issue is and then I listen carefully to ensure I understand all of the details. Next, I research any background information about the customer or company so I can better understand the situation. Then, I try to identify the root cause of the issue and develop a plan for resolving it. Finally, I communicate with the customer to let them know when I expect to resolve the issue and provide regular updates until the problem is solved.”

Provide an example of a time when you provided exceptional customer service.

Customer service is an important part of any support consultant’s job. Employers ask this question to make sure you have the skills and experience necessary to provide quality customer service to their clients. In your answer, share a specific example of when you helped a client solve a problem or find what they were looking for. Explain how you used your communication skills and technical knowledge to help them.

Example: “In my last role as a support consultant, I had a client who was having trouble finding information on our website. They called me in a panic because they needed that information for a presentation they were giving later that day. I asked them questions about what they were looking for so I could better understand the situation. Then, I navigated through our website until I found the information they needed. The client was very happy with my work, and they ended up finishing their presentation just in time.”

If a customer is angry or frustrated, how do you remain calm and professional?

This question can help interviewers understand how you handle challenging situations. When answering, it can be helpful to describe a specific situation and the steps you took to remain calm and professional.

Example: “I once had a customer who was upset because they were having trouble with their website. They called me multiple times throughout the day, which made me feel stressed out. I decided to call them back and explain that I would get back to them as soon as possible but could not answer any more questions until later in the day. This helped both of us by giving them an estimated time for when I would respond and allowing me to focus on my other work.”

What would you do if you were assigned a project you were unfamiliar with?

This question can help the interviewer determine how you approach new projects and learn new information. Your answer should show that you are willing to take on challenges, ask for help when needed and complete your work efficiently.

Example: “If I was assigned a project I wasn’t familiar with, I would first do some research to understand what it entailed. Then, I would reach out to my manager or another consultant who has experience with this type of project to get their advice on how to proceed. Finally, I would use any resources available to me, such as online training courses or company documents, to gain more knowledge about the project.”

How well do you perform under pressure?

When working as a consultant, you may be required to perform under pressure. Employers ask this question to see if you can handle stress and still complete your work effectively. In your answer, explain how you manage stress in high-pressure situations. Share an example of a time when you performed well under pressure.

Example: “I am able to perform very well under pressure. I have experience with several projects at once, so I’m used to multitasking and completing tasks quickly. When I was working for my previous employer, we had a client who needed our help urgently. I worked through the night to get everything done before the deadline. The client was happy with our service, and I felt proud that I helped them solve their problem.”

Do you have any experience working with software or hardware upgrades?

This question can help the interviewer understand your experience with a specific type of project. Use examples from previous work to highlight your skills and abilities in this area.

Example: “In my last role, I worked on several hardware upgrades for our company’s servers. We had some older machines that were no longer compatible with newer software updates, so we needed to upgrade them. I helped coordinate the entire process, including ordering new equipment, scheduling technicians and ensuring all employees knew when their computers would be offline during the installation.”

When providing support over the phone, what is your process for ensuring the customer can’t hear others in the office?

This question is an opportunity to show your attention to detail and ability to follow company policies. Your answer should include a specific example of how you handled this situation in the past, as well as what steps you would take if it ever occurred again.

Example: “When I first started working at my previous job, I was on the phone with a customer who could hear other employees talking in the background. At first, I didn’t know how to handle the situation, but after speaking with my supervisor, we came up with a plan for handling similar situations in the future. Now, when I am aware that customers can hear others in the office, I politely ask them to hold for a moment while I mute my line. Then, I go into another room where no one else is present so they cannot overhear me. After ending the call, I return to my desk and let my coworkers know that I need to step away from my computer or phone until the next person needs help.”

We want to ensure our customers feel valued. How would you go about building a rapport with a client?

The interviewer may ask you a question like this to gauge your interpersonal skills and ability to build relationships with clients. Your answer should demonstrate that you value the customer’s experience, and you can use examples from previous roles to show how you’ve done so successfully in the past.

Example: “I believe it’s important to make customers feel valued at all times. I would start by introducing myself and asking them about their day or week. This helps me get to know them better and shows them that I care about their well-being. If they mention something positive that happened recently, I’ll try to mirror that positivity back to them. For example, if they say they’re excited for a vacation, I might tell them about my favorite place to visit.”

Describe your experience with customer relationship management software.

Customer relationship management software is a tool that helps support consultants keep track of their clients’ needs and how they’re being addressed. This question allows the interviewer to assess your experience with this type of software and whether you have any training in using it. If you don’t have experience with customer relationship management software, explain what other tools you use to manage your client relationships.

Example: “I’ve used Salesforce for my previous two jobs as a support consultant. I find it’s an effective way to organize all of my client information, including notes about each client’s account history, current issues and future goals. It also makes it easy to collaborate with team members on projects.”

What makes you an ideal candidate for a support consultant position?

This question is an opportunity to show the interviewer that you have the skills and experience necessary for this role. You can answer this question by highlighting your relevant work history, education or other qualifications that make you a good fit for this position.

Example: “I am passionate about helping others solve their technology problems. I’ve been working as a freelance support consultant for the past five years, where I help clients with everything from basic computer questions to more complex issues. In my last two roles, I helped train new employees on how to use company software and troubleshoot common technical issues.”

Which computer operating systems do you have the most experience with?

The interviewer may ask this question to determine your level of expertise with operating systems. If you have experience working with multiple operating systems, share that information and explain how it helped you in previous roles.

Example: “I’ve worked primarily with Windows operating systems throughout my career as a support consultant. However, I also have some experience with Linux and Mac operating systems. In my last role, I was tasked with helping users troubleshoot issues on both Mac and Linux operating systems. This experience has given me the opportunity to learn more about these operating systems and develop strategies for solving problems.”

What do you think is the most important aspect of customer service?

Interviewers ask this question to see if you understand the importance of customer service. They want to know that you will be able to provide excellent support for their clients and customers. In your answer, explain what makes good customer service and how it can benefit a company’s bottom line.

Example: “I think the most important aspect of customer service is empathy. When I am helping someone with an issue or problem, I always try to put myself in their shoes. This helps me better understand their concerns and find solutions that work best for them. It also shows my clients that I care about their issues and want to help resolve them as quickly as possible.”

How often do you think customers should update their software or hardware?

This question can help the interviewer understand your customer service skills and how you interact with customers. Your answer should show that you value the customer’s time and are willing to do what is best for them, even if it means spending more money on their behalf.

Example: “I think it depends on the software or hardware they’re using. For example, I worked with a client who had an older version of Microsoft Office. They were having trouble opening documents because of this issue. We decided to upgrade them to the newest version of Microsoft Office so they could open any document without issues. This helped them save money in the long run by not needing additional support.”

There is a bug in a software program that many customers use. How would you approach this situation?

This question is a great way to test your problem-solving skills and ability to work with clients. Your answer should show the interviewer that you can use critical thinking, prioritize tasks and communicate effectively.

Example: “I would first determine if there are any updates for this software program. If not, I would contact the company who created it to see if they have any plans to fix the bug. If they do not, I would then contact all of my client’s customers to let them know about the issue. I would also offer alternative solutions until the bug is fixed.”