Work sample test and structured interview for {role_name}

After shortlisting, assess candidates' skills with a work sample task, followed by an assessment and thorough evaluation.

How to structure the interview to assess skills and cultural fit for {role_name}

Work sample test (Home assignment)

Recruitment Bullet

Assess the candidate’s practical skills by assigning a real-world task similar to the work they would do if hired.

  • Title: Technical Troubleshooting Scenario
  • Objective: Assess the candidate’s ability to diagnose and resolve common technical issues encountered in a support role.
  • Requirements:
    • Simulate a technical support scenario where the candidate must troubleshoot and resolve an issue with a computer system.
    • Provide a detailed report of the steps taken to diagnose and resolve the issue.
    • Use common support tools and document the process in a ticketing system.
  • Time Frame: 2 days

Questions based on home assignment : 

Recruitment Bullet

Once done with work sample test evaluate the candidate’s technical proficiency based on the work sample task.

Technical questions

Recruitment Bullet

Duration : 10 minutes/question

  • Question: Describe the steps you took to diagnose and resolve the issue in the provided scenario.
    • Expected Answer: A detailed explanation of the troubleshooting process, including identifying the problem, testing potential solutions, and implementing the fix.
    • Sample Answer: "I started by identifying the problem, which was a network connectivity issue. I checked the physical connections and confirmed that the cables were properly connected. Next, I used the 'ping' command to test the network connection, which revealed that the issue was with the router. I rebooted the router and the connection was restored. Finally, I documented the steps taken in the ticketing system."
  • Question: What tools did you use to diagnose the technical issue, and how did they help?
    • Expected Answer: Explanation of the tools used (e.g., ping, network diagnostic tools, ticketing system) and their role in diagnosing the issue.
    • Sample Answer: "I used the 'ping' command to test network connectivity, which helped identify that the issue was with the router. I also used the network diagnostic tool built into our support software to check for any other issues. The ticketing system was used to document the issue and track the resolution process."
  • Question: How do you prioritize tasks when handling multiple support requests?
    • Expected Answer: Explanation of time management strategies, prioritization techniques, and tools used to stay organized.
    • Sample Answer: "I prioritize tasks based on the severity and impact of the issue. Critical issues that affect multiple users or core business functions are addressed first. I use the ticketing system to track all requests and set priority levels. Additionally, I communicate with users to manage expectations and provide updates on the status of their requests."

Behavioral questions

Recruitment Bullet

Duration : 10 minutes/question

  • Question: Describe a time when you had to handle a difficult customer. How did you manage the situation?
    • Expected Answer: Detailed account of the problem, steps taken to resolve it, and the outcome.
    • Sample Answer: "A customer was frustrated because their issue had not been resolved after multiple attempts. I listened to their concerns and empathized with their frustration. I assured them that I would personally handle their case and provide regular updates. By staying calm and communicating clearly, I was able to resolve the issue to their satisfaction, and they appreciated the personalized attention."
  • Question: How do you ensure effective communication with users who may not have a technical background?
    • Expected Answer: Explanation of strategies for simplifying technical information and ensuring understanding.
    • Sample Answer: "I avoid using technical jargon and explain issues in simple, clear terms. I use analogies and examples that are easy to understand. Additionally, I encourage users to ask questions and provide feedback to ensure they fully grasp the solution. I also provide written instructions or guides when necessary."
  • Question: Can you give an example of how you have contributed to improving team collaboration and communication?
    • Expected Answer: Specific actions taken to enhance team dynamics, communication methods, and the impact on the team.
    • Sample Answer: "I introduced a weekly stand-up meeting where team members could share updates, blockers, and plans for the week. This improved our collaboration and allowed us to address issues more quickly. I also implemented a shared document where we could track common issues and solutions, which helped streamline our support processes and ensure consistency."

How to evaluate and compare candidates after interviews?

After interviews, it's important to evaluate and compare candidates based on a set of predefined criteria.Use scorecard to evaluate each candidate.

Recruitment Bullet

Sample scorecard based on pre-defined criteria. Here’s an example:

.criteria-table { width: 100%; border-collapse: collapse; margin-bottom: 20px; overflow-x: auto; /* Enable horizontal scrolling on smaller screens */ display: block; /* Ensure the table behaves like a block element */ } .criteria-table th, .criteria-table td { border: 1px solid #ccc; padding: 8px; text-align: left; } .criteria-table th { background-color: #f2f2f2; } @media screen and (max-width: 600px) { .criteria-table { overflow-x: auto; display: block; } .criteria-table th, .criteria-table td { font-size: 14px; /* Adjust font size for smaller screens */ } }
Criteria Rating (1-5) Comments
Experience with Troubleshooting
Knowledge of Support Software
Problem-Solving Skills
Communication Skills
Cultural Fit
Work Sample Test

What criteria should be used to make the final hiring decision?

Final decisions should be based on the candidate's overall evaluation score, with a focus on important qualifications. Prioritize technical skills above everything else for a {role_name}, but do not forget about communication and cultural fit.

Recruitment Bullet

How to communicate the decision to candidates

Sample offer letter for {role_name}

[Your Company Letterhead]

[Date]

[Candidate’s Name]

[Candidate’s Address]

[City, State, ZIP Code]

Dear [Candidate’s Name],

We are pleased to offer you the position of Tech Support Specialist at [Company Name]. We believe your skills and experience will be an excellent fit for our team.

Your starting salary will be [Salary Amount] per year, and you will be eligible for the following benefits:

- [List of Benefits]

Your anticipated start date is [Start Date], and you will be reporting to [Manager’s Name].

Please review the attached documents for more details about your compensation and benefits. We are excited to have you join our team and look forward to your positive response.

‍

Sincerely,

[Your Name]

[Your Title]

[Company Name]

‍

Sample rejection letter for {role_name}

[Your Company Letterhead]

‍

[Date]

[Candidate’s Name]

[Candidate’s Address]

[City, State, ZIP Code]

‍

Dear [Candidate’s Name],

We appreciate your interest in the Tech Support Specialist position at [Company Name] and the time you invested in the interview process.

After careful consideration, we regret to inform you that we have decided to move forward with another candidate whose qualifications better match our needs at this time.

We were impressed with your skills and experience and encourage you to apply for future openings that match your profile.

Thank you once again for your interest in [Company Name], and we wish you the best in your future endeavors.

‍

Sincerely,

‍

[Your Name]

[Your Title]

[Company Name]

‍

Hiring guide

About {role_name}

Job description

Source and shortlist candidates

Structured interview

Progression and salary