Customer Support (Tier 2) Test - Candidate Screening Assessment

Pinpoint top-tier talent for your support team with our comprehensive Customer Support (Tier 2) assessment. Designed to rigorously evaluate a candidate's technical prowess and problem-solving abilities, this assessment test serves as a critical tool in identifying professionals adept at handling advanced support issues, utilizing the ITIL framework, and crafting long-term solutions for systemic challenges.

Unique features of the Customer Support (Tier 2) assessment

Specialized focus: Targets the intricate knowledge and skills essential for Tier 2 Support roles, ensuring candidates are well-versed in handling complex support queries.
ITIL framework familiarity: Assesses candidates on their understanding of the ITIL framework and its application in problem management, crucial for maintaining high-quality support.
Advanced troubleshooting skills: Evaluates candidates' skills in troubleshooting using protocols such as TCP/IP, vital for resolving network connectivity issues efficiently.
Solution-oriented: Examines candidates' ability to identify and implement long-term resolutions for chronic system problems, promoting sustainable system health.
High-quality test content: Crafted by subject matter experts, our assessment ensures a thorough and reliable evaluation process.

Topics covered in the Customer Support (Tier 2) screening test

This comprehensive assessment measures a candidate's aptitude in several vital areas, including:

ITIL framework and problem management: Understanding the guidelines and processes for effectively managing technical issues.
Network connectivity troubleshooting: Skills in utilizing protocols such as TCP/IP to diagnose and resolve network issues.
Identification of long-term solutions: Proficiency in identifying root causes of recurrent system issues and implementing sustainable solutions.
Integrating Tier 2 Support with Network Administration: Knowledge of balancing responsibilities between these roles for optimal support system functioning.

Best use of the Customer Support (Tier 2) competency test

This test is particularly useful for roles requiring deep technical knowledge and problem-solving expertise, such as:

Technical Support Specialists: Perfect for evaluating candidates who are expected to tackle complex troubleshooting tasks and understand deeper network issues.
IT Support Engineers: Ideal for screening candidates with the technical proficiency to resolve escalated support issues and manage ITIL-based problem management processes.
Network Administrators: Assesses potential in managing network health and efficiently responding to escalated network-related support requests.
System Analysts: Ideal for candidates who need to identify and implement long-term system improvements.
Help Desk Supervisors: Suitable for evaluating leadership roles with a hands-on approach to resolving chronic system issues and training Tier 1 support for better first-call resolution rates.

Test FAQ

What is HiPeople?

HiPeople is your ultimate solution for streamlining the hiring process and securing top talent for your organization. Through our AI-powered assessments and reference checks, we ensure fast, unbiased, and efficient hiring decisions. Whether you need an all-in-one platform or specific services tailored to your needs, HiPeople offers a comprehensive solution to hire talents that truly fit the job.

How to get started with this test?

Getting started with HiPeople is as easy as 1-2-3! Simply book a demo or sign up for our free Assessment starter-kit, where you can test unlimited candidates and experience the power of our platform firsthand. With access to over 400 tests and the ability to create custom questions, you'll be equipped to identify top talents swiftly and efficiently. Plus, with our user-friendly interface and seamless integration with your existing workflows, you'll be up and running in no time!

Can I customize the test with my own questions?

Yes! HiPeople’s assessments are fully customizable. You can pick and choose from 400+ tests in the assessment library to create your assessment. Can’t find what you are looking for? You can add your custom questions as text, multiple choice, or video question. Need inspiration to get started? Use one of the 1,000+ job-specific assessment templates.

When should I use this assessment?

You can use HiPeople assessments at various stages of the hiring process. However, they're ideal for initial screening to quickly identify top candidates, saving time and resources.

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Organizations incorporating our assessments early on in their hiring process report significant benefits: 91% less screening time, 62% faster time-to-hire, $801 cost savings per hire, and 21x fewer mis-hires. This efficiency ensures you're making informed decisions from the outset, leading to better hires and streamlined recruitment processes.

Is this test valid and reliable?

Aboslutely! HiPeople's assessments are grounded in reliable data, psychological research, and a robust scientific process. Our expert science team ensures that every aspect of our assessments is evidence-based and scientifically rigorous. By leveraging People Science, we optimize recruitment processes, providing businesses with actionable insights about candidates. With modules designed to offer a comprehensive view, you can trust that our assessments provide accurate and meaningful data to inform your hiring decisions.

Can HiPeople integrate with our ATS?

Absolutely! HiPeople integrates with 20+ ATS and Slack. If you cannot find your ATS in the list, reach out to us and we’ll work on getting your ATS on the list.

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