You're preparing for a phone interview in Technical Support. What are the key things you need to know?

2 Review your resume and portfolio

Your resume and portfolio are the basis for the interviewer's questions, so make sure you review them thoroughly. Be ready to explain your previous technical support roles, projects, and achievements, and how they demonstrate your skills and value. Highlight any relevant certifications, trainings, or awards you have. If you have a portfolio of your work, such as a website, a blog, or a GitHub account, make sure it is updated and accessible. Be prepared to share examples of your work and walk the interviewer through your process and outcomes.

3 Practice common questions and scenarios

In order to prepare for a phone interview, one of the best ways is to practice common questions and scenarios. You can find online resources, such as Glassdoor or Indeed, with typical technical support interview questions. Additionally, you can ask a friend or mentor to mock interview you. During the interview, you may be asked questions such as: what are the steps you follow when troubleshooting a technical issue? How do you communicate complex technical information to non-technical users? How do you handle angry or frustrated customers? How do you prioritize and manage multiple tasks and requests? And how do you keep your technical skills and knowledge updated? Furthermore, the interviewer might ask you to demonstrate your technical skills by solving practical problems or answering technical questions. You should be familiar with the tools and technologies that the company uses or that are relevant for the role. This could include operating systems, software applications, programming languages, databases, or networks.

4 Set up your environment and equipment

To ensure a smooth and professional phone interview, you need to set up your environment and equipment properly. Choose a quiet, comfortable, and distraction-free place where you can talk without interruptions. Test your phone, headset, microphone, and internet connection before the interview, and make sure they are fully charged and working well. Have a pen and paper, or a note-taking app, ready to jot down important information or questions. Have your resume, portfolio, and research notes handy for reference. If you are using a screen-sharing tool or a code editor, make sure they are open and ready to use.

5 Follow phone etiquette and tips

During your phone interview, you should follow phone etiquette and tips to make a good impression and communicate effectively. Answer the phone with a smile and a friendly greeting, introducing yourself clearly. Speak slowly, clearly, and confidently, avoiding filler words such as "um" or "like". Listen carefully and actively to the interviewer's questions and comments, asking for clarification if needed. Utilize the STAR method (Situation, Task, Action, Result) to structure your answers and provide specific examples and details. Demonstrate your enthusiasm and interest in the role and the company, as well as ask relevant and insightful questions at the end. Thank the interviewer for their time and opportunity, inquiring about the next steps and timeline. Don't forget to follow up with a thank-you email within 24 hours, reiterating your interest and qualifications.