Ask HN: Interviewing for a User Support position and need interview tips

[wannabetechgeek]

Hi HN. I've got a big interview this week for a User Support position with a small, but high growth start up. I've never worked in start up before, but I feel that the role would require a skills set that I've developed over time in nonprofit and project management. I'm not quite sure what to expect so I wanted to ask HN for some advice on preparing for the interview. Obviously, good communication, interpersonal, and problem solving skills are important. As well, as understanding the product and being able to articulate its strengths and areas of improvement. Can anyone offer any additional advice, including specific interview questions that may come up? Thanks in advance. I really want this job!

[sharpn]

User support differs from many other roles in that a standard interview actually can be a very good way to evaluate a candidate: it gives you a chance to demonstrate clarity and succinct answers to questions you initially have no control over. Remember that your interviewer (should) be looking for someone who can quickly & clearly answer a question - so always be brief rather than expansive [which is not always good advice for other roles]. I recommend mentioning the importance of gently (but firmly) controlling the direction of a support conversation to identify the core issue & efficiently identifying the best response - resolve/escalate/apologise/whatever. Then if possible demonstrate that skill within the interview - so if subsequently asked a vague 'open' question, politely ask 'closed' questions to narrow down the real substance behind that question, and then answer that decisively. Good luck!

[wannabetechgeek → sharpn]

Thanks sharpn as those are really good points. When I get nervous I tend to talk more, so I'll remember to keep your advice in mind during the phone interview. Also like your last tip. Much appreciated.

[jacquesm]

Offer a free trial period of a week or so, if they like the way you work you get to stay!

Worst case you'll be out of a week of your time, but such a no-risk offer would be hard to turn down. Then make sure they never ever want to let you go...