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The hidden skill in IT Support: The power of Customer Service

​In the world of IT support, where technical prowess often takes centre stage, it's easy to overlook the simple art of customer service. Hiring managers, perplexed by their inability to find the perfect candidate despite a pool of technically proficient individuals, often fail to recognise the significance of the personal touch in the IT support industry.

The truth is, while IT knowledge is undoubtedly essential, it's the often-forgotten art of customer service that sets exceptional candidates apart from the rest. As the saying goes, “explaining technical issues to non-technical individuals is where the real challenge lies”, making customer service skills a cornerstone of success in this field.

So, what can hiring managers do to unearth the true gems among their candidates? Here are three pivotal behavioural interview questions to consider:

Can you share a specific instance where you successfully resolved a challenging customer issue?

This question goes beyond technical know-how, aiming to uncover the candidate's ability to navigate complex situations while keeping the customer's satisfaction at the forefront. A candidate's response to this question provides invaluable insights into their problem-solving skills, empathy, and communication abilities.

If a user is struggling to understand a technical solution you've provided, how would you explain it in a way that is clear and reassuring?

This scenario-based question tests the candidate's aptitude for translating technical jargon into layman's terms—a skill crucial for effective communication in IT support. The ability to convey complex concepts in a clear, understandable manner demonstrates not only technical proficiency but also empathy and patience, essential traits in a customer-centric industry.

How do you prioritise and manage multiple user requests, ensuring each is addressed promptly and effectively?

In the fast-paced world of IT support, multitasking and time management are paramount. This role-specific situational question assesses the candidate's organisational skills, ability to remain composed under pressure, and commitment to delivering timely solutions to users' issues.

​By incorporating these behavioural interview questions into their hiring process, hiring managers can better identify candidates who possess the perfect blend of technical expertise and exceptional customer service skills.

​​For further advice on this subject, please reach out to our team of expert consultants here for a confidential conversation.

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