Interview - Client Support Officer Level 1

Interview: Client Support Officer - Level 1

Name *

First

Last

Email *

Instructions

Please answer as many questions as you can. If you don't know the answer, please do not guess. No answer is better than the wrong answer.

Service Knowledge

On a windows server running Plesk, can you run both ASP.NET and PHP websites together?

Select from the following requirements that are needed to register a domain name ending in .com.au

An Australian based email address
A registered ABN
Domain must match or relate to entity name or operations
Must register for two years
Must use an Australian based web host

UpTime offers a plan called cPanel Standard. How many email addresses can clients have on this plan?

1
10
50
Unlimited

In your opinion, which of the UpTime plans available on our website would be ideal for hosting a WooCommerce and WordPress website that will receive a lot of traffic?

A client would like to install a certificate on their domain hosted in cPanel. How would they do this?

Purchase a premium certificate from a third party and request they install it
Use SSL/TLS Status
Open a help desk ticket to request installation
Use ACMEBot to install a free Let's Encrypt certificate

Businesses with an ABN can add domain privacy to a .com.au domain name to protect their information

Technical Skills

A client is experiencing issues with receiving email. What tool in cPanel can you use to see which emails have been delivered to a mailbox.

In cPanel, what tool would you use to edit values in a database?

MySQL Databases
phpMyAdmin
Softaculous
Metrics Editor

Which port number is required for secure IMAP

110
993
465
2091

AutoSSL requires all included DNS entries to point to the same server.

What technology is used to remotely connect to a Linux web server to perform administration tasks

VNC Console
SSH
Windows Powershell
Nagios

For a domain to work with UpTime hosting plans it must

be registered with UpTime
have it's NS records in DNS set to UpTime nameservers
have it's nameservers at the domain registrar set to UpTime nameservers
be an Australian domain name

Client Experience

When responding to a helpdesk ticket you should

Close the ticket as soon as possible
Set the status to Answered and allow it to auto-close
Wait for confirmation from the client that the ticket is complete
Let the client close the ticket when they are ready

If a client asks you a question and you don't know the answer, how will you respond?

What's more important when interacting with clients?

Do everything possible to get a five star review, even if it costs the company money
Ensure the client knows the limits of their plan and try to get them to upgrade whenever possible
Always be respectful but don't give away anything for free
Do not give any free advice until the client has signed up for at least one service.

You're on an online chat session with a new customer. They are asking you some complex questions that require more technical skills. What should you do?

Do your best to answer the questions
Offer to take the chat offline and create a helpdesk ticket
Book in a time with the client for a level 2 tech to take over

Self Rating

Please rate your skill level and experience on the following:

	None	Limited	Fair	Good	Excellent
Helpdesk tickets	NoneHelpdesk tickets None	LimitedHelpdesk tickets Limited	FairHelpdesk tickets Fair	GoodHelpdesk tickets Good	ExcellentHelpdesk tickets Excellent
Online Chat	NoneOnline Chat None	LimitedOnline Chat Limited	FairOnline Chat Fair	GoodOnline Chat Good	ExcellentOnline Chat Excellent
Telephone support	NoneTelephone support None	LimitedTelephone support Limited	FairTelephone support Fair	GoodTelephone support Good	ExcellentTelephone support Excellent
Writing Knowledge Base articles	NoneWriting Knowledge Base articles None	LimitedWriting Knowledge Base articles Limited	FairWriting Knowledge Base articles Fair	GoodWriting Knowledge Base articles Good	ExcellentWriting Knowledge Base articles Excellent
WordPress	NoneWordPress None	LimitedWordPress Limited	FairWordPress Fair	GoodWordPress Good	ExcellentWordPress Excellent
WooCommerce	NoneWooCommerce None	LimitedWooCommerce Limited	FairWooCommerce Fair	GoodWooCommerce Good	ExcellentWooCommerce Excellent
Joomla	NoneJoomla None	LimitedJoomla Limited	FairJoomla Fair	GoodJoomla Good	ExcellentJoomla Excellent
Drupal	NoneDrupal None	LimitedDrupal Limited	FairDrupal Fair	GoodDrupal Good	ExcellentDrupal Excellent
WHM	NoneWHM None	LimitedWHM Limited	FairWHM Fair	GoodWHM Good	ExcellentWHM Excellent
WHMCS	NoneWHMCS None	LimitedWHMCS Limited	FairWHMCS Fair	GoodWHMCS Good	ExcellentWHMCS Excellent
cPanel	NonecPanel None	LimitedcPanel Limited	FaircPanel Fair	GoodcPanel Good	ExcellentcPanel Excellent
Plesk for Windows	NonePlesk for Windows None	LimitedPlesk for Windows Limited	FairPlesk for Windows Fair	GoodPlesk for Windows Good	ExcellentPlesk for Windows Excellent
Linux	NoneLinux None	LimitedLinux Limited	FairLinux Fair	GoodLinux Good	ExcellentLinux Excellent
Windows Server	NoneWindows Server None	LimitedWindows Server Limited	FairWindows Server Fair	GoodWindows Server Good	ExcellentWindows Server Excellent

Employment Preference

Which type of role are you interested in?

Full Time (38 hour week)
Part Time (~20 hours a week)
Casual (rostered hours)

Required Salary - Hourly Rate

Instructions

Service Knowledge

Technical Skills

Client Experience

Self Rating

Employment Preference

Hosting Plans

Services

Information