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Interview Role Play: Customer Service
Hi, thanks for coming in. For a jump into my technical questions, I'd like to know a bit more abo...
Showing Your Best Self During the Interview
Being your best self for the interview starts the night before. Being fully rested will help you ...
What to Expect During the Technical Interview
When you're interviewing for a technical position, you'll likely have one or more interviews wher...
Creating Your Elevator Pitch
An elevator pitch is a short description of yourself. The name comes from the fact that you want...
Getting Ready for the Interview
A lot of us are quite nervous when we go through our first interviews. There are a lot of things ...
Crafting Your Resume
Your resume is usually the first impression that companies have of you, so you want to make sure ...
Standing Out from the Crowd
To land an interview for a job you want, make sure your resume and online professional presence a...
Your Opportunity for Success
Hi, there. My name is Rob Clifton, and I'm a Program Manager at Google. My career in IT started a...
Documenting in Ticketing Systems
Now that we've talked a little bit about documenting processes, let's talk about how you write do...
Process Documentation
Let's take a look at examples of good and not-so-good documentation. Here's the deal; you encount...
Ticketing Systems and Documenting Your Work
Have you ever worked hard on something that had a lot of steps and took a long time only to hav...
How to Deal with Difficult Situations Part II
Another cause of frustration in user support interactions is when people talk over each other. Th...
How to Deal with Difficult Situations Part I
If you've ever worked in customer service, then you've dealt with difficult situations. The way y...
Anatomy of an Interaction
Now that we've covered the main customer service techniques, we're going to dive into some of the...
Intro to Soft Skills
Customer service is a critical skill in IT support. I can't emphasize that enough. The techniques...
Amir: Attributes in an IT support space
So there are three key attributes that we review when taking a look at potential people for the I...
Troubleshooting Pitfalls to Avoid
You've gained a lot of great foundational troubleshooting skills. But there are some common pitfa...
Start with the Quickest Step First
We've asked some great questions to understand our problem. We've isolated our problem to an effe...
Follow the Cookie Crumbs
Another effect of troubleshooting method is called Follow the cookie crumbs. What purpose does th...
Isolating the Problem
Now that we have the ask-questions approach nailed down let's cover another effective troubleshoo...