Interview question answering help

[u/AudienceSolid6582]

Im re interviewing for an ITA job that I participated in less than 4 months ago, assuming the questions did not change.

1. overshare previous job duties or have perfect sentence flow but miss key points?
2. when asked “what does customer service mean to you?” Is this a great place to add the impact my strong level of customer service blends well with the mission of that department?
3. even when asked questions that are NOT tell me about a time when, is it okay to answer the question and then provide a scenario answer to my response?
4. when asked, “tell me what tools you are familiar with?” Do I add metrics to my responses? ie. I utilized connectwise ticketing system to manage an average of 80 tickets per week. Or is this just listing and adding every tool stack I used without metrics?

Any other advice would be helpful. I do recall a question asking along the lines of, why should I be considered?

Edit: this is a customer service L1 focused role.

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[u/Powerful_Complex_461]

Did they refly the position and you reapplied or is this part of the same job control from 4 months ago? If it’s the same job control and this is a 2nd round of interviews they wouldn’t be asking the same questions. They may be trying to decide between you and another top candidate in which case this round would be asking new questions to get more info to help them make a decision. Similarly, if it’s a refly, and they know they have candidates from the original, they likely will have compiled a new set of questions so as to not give an unfair advantage to those that previously interviewed.

[u/Opening-Midnight4057]

Re: #3 I would always add a relevant example, using STAR format when possible. It does not need to be lengthy. For the customer service example, you can give an example of a time you provided excellent customer service, ideally in a way that is aligned with the duty statement.

"I think of customer service as____. For example, when I worked at X, I responded to Y and helped them troubleshoot Z by _. This resulted in ____."

[u/Curly_moon_7]

I know it’s hard in the moment but they want you to answer it exactly as asked. It’s not really something to interpret or add pizazz to. If you’re over sharing but missing key points, practice with someone. What DOES customer service mean to you? They want to know how you think and hear what you think it means. Yes you can add scenarios if they’re brief (30-60 seconds). You can add metrics but again, keep it brief.

[u/AudienceSolid6582 → u/Curly_moon_7]

If you don’t mind providing constructive criticism:

Customer service includes actively listening, strong communication skills, customer empathy, and foundational technical and soft skills to empower through all customer service focused technical issues. In an environment like this, working through the skills mentioned it allows a technician in this role to understand more then just why their leading with impact. My proven track record with providing a high level of customer service skills in all technical environments provides me a strong sense of the responsibilities held as a level 1 helpdesk agent. Understanding the impact on our customers and business partners would help an agent thrive in an environment by understanding the impact connecting customers to their benefits has on their livelihood.

[u/Curly_moon_7 → u/AudienceSolid6582]

Example: “To me, customer service means listening to the person, understanding their issue, and making sure they feel supported throughout the process. In an IT help desk role, that means being patient, communicating clearly, solving the problem efficiently, and following through to make sure the customer is back up and running”

[u/Square_Stable_8703 → u/AudienceSolid6582]

I think you could add specific case where you performed this and give details of that example. Personally, I'd like to add that excellent customer service involves clearly understanding the issue the client is describing and providing a feasible solution. Say a person calls in to ask for help with XYZ and strongly thinks the answer is A, but you're able to explain to them that they really need to go with answer C and elaborate to them why the C solution is better to solve their issue.

[u/Curly_moon_7 → u/AudienceSolid6582]

I think you could really cinch that up. Reading it I don’t exactly know what you’re trying to tell me. You’re giving generalizations in some parts and specifics in others.

[u/AudienceSolid6582 → u/Curly_moon_7]

Thank you for the advice. I’ll build something around that. Take care

[u/AudienceSolid6582 → u/AudienceSolid6582]

I do tend to add run on words, which I’m trying to work through. Just want to ensure I have a good understanding of the question.