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Tech Support Career Guide and Interview Preparation Coursera Quiz Answers

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Tech Support Career Guide and Interview Preparation Coursera Quiz Answers

 

WEEK 1 QUIZ ANSWERS

Practice Quiz Answer

Question 1)
Which is the most important skill for a technical support specialist to develop?

  • Analytical and problem-solving skills
  • Technical content creation
  • Training development and delivery
  • Case review and reporting

Question 2)
The US Bureau of Labor Statistics estimates “much faster than average” job growth in technical support over the next 10 years. What percentage did they estimate?

  • 10%
  • 31%
  • 50%
  • 80%

Question 3)
What is the most important reason for technical support to interact with other cross-functional teams?

  • To learn more about network infrastructure
  • To write better knowledge base articles
  • To learn more about how to plan your career path
  • To provide valuable feedback

Question 4)
Which of the following is a task that technical support specialists may be responsible for?

  • Obtaining industry certificates
  • Writing knowledge base articles
  • Obtaining professional certificates
  • Getting a bachelor’s degree or associate degree

Question 5)
If you are documenting cases, bugs, or customer-facing content, they should be:

  • As long as they need to be to convey the information
  • Single words only
  • Highly accurate
  • One paragraph each

 

Graded Quiz Answers

Question 1)
What skills and knowledge are necessary for a technical support IT Tech Support Specialist?

  • Higher mathematics, such as calculus
  • Domain-specific knowledge
  • Excellent written and verbal communication skills
  • Proficiency in at least one programming language

Question 2)
What is a characteristic function that technical support specialists do?

  • Make decisions based on data analytics and other factors.
  • Freelance work.
  • Extract and organize data from different sources, clean and prepare it, and then store and manage it in data repositories.
  • Troubleshooting and solving software installation issues at both the application and operating system level.

Question 3)
The US Bureau of Labor Statistics estimates “much faster than average” job growth in technical support over the next 10 years. What percentage did they estimate?

  • 50%
  • 31%
  • 10%
  • 80%

Question 4)
In what field(s) do technical support specialists commonly work?

  • Technology
  • Academia
  • Mathematics and statistics
  • Many different fields

Question 5)
Sometimes roles in technical support may overlap with other cross-functional teams. Which of the following is an example of an opportunity a technical support specialist might participate in?

  • Freelance work
  • Work on unfinished projects
  • Beta or UI testing
  • Work for previous employers covered by an NDA

Question 6)
Which industry employs the largest percentage of technical support specialists?

  • Manufacturing industry
  • Retail industry
  • Education industry
  • Technology and information industry

Question 7)
Startups can be very exciting to work for, but they can also:

  • Be more agile
  • Have stricter channels of hierarchy
  • Be less stable
  • Have regular hours

Question 8)
Large companies may offer a higher entry-level salary, but they may:

  • Have a ‘flatter’ organization
  • Limit how your salary will grow
  • Have a less predictable advancement track
  • Have less stability

Question 9)
Employers seeking candidates for technical support positions find soft skills extremely desirable.

  • Interpersonal skills
  • Work experience skills
  • Script-writing skills
  • Software installation skills

Question 10)
Which of the following is a task that technical support specialists might be responsible for?

  • Developing training.
  • Use and repeat as many keywords as possible.
  • Use very specialized vocabulary and jargon.
  • Add large image files.

 

 

WEEK 2 QUIZ ANSWERS

Practice Quiz Answer

Question 1)
What is an informational interview?

  • An interview someone holds with a professional to learn more about a field of work
  • An interview a company holds with a candidate to just get better acquainted
  • An article published by a news source about a company
  • An interview held between interviewers to familiarize themselves with a candidate

Question 2)
What is the top networking website?

  • Monster
  • LinkedIn
  • GitHub
  • Reddit

Question 3)
Which of the following is a “red flag” in a job listing, indicating that you should consider very carefully before applying?

  • No recruiter name listed
  • Unrealistic requirements
  • Lack of industry-specific jargon
  • No salary listed

Question 4)
What are the three basic components of a good elevator pitch?

  • State the job you’re looking for, the company you want to target, and your preferred salary
  • Introduce yourself, ask what the person you’re talking to does, and ask if they know of any open jobs
  • Say your job title, your latest personal project, and your contact information
  • Introduce yourself, tell what you have done recently, and list your professional goals

Question 5)
When you are reading a company’s website because you plan to interview with them, why should you pay attention to keywords you spot on the site?

  • You might find inconsistencies or mistakes that you could alert the company to.
  • It can be helpful for tracking purposes.
  • It can help you find the company more easily when you do a web search for articles.
  • It can help you understand the image the company wants to project and maintain.

 

Graded Quiz Answers

Question 1)
A company website is a good place to research a company you’re interested in. Why should you pay attention to the language used in the website text?

  • Repeated keywords can give you an idea of what is important to the company.
  • The formality of the language can give you an idea of the company culture.
  • Industry jargon and terminology can indicate that the company is up to date.
  • Mistakes can indicate that the company is not legitimate.

Question 2)
Why should you check social media to find out about a company you want to join?

  • You can ask questions about the company to a broad audience.
  • You can understand the company’s image and corporate culture from what they post.
  • You can give companies a view of your own life so they can know you better.
  • You can see if former employees have shared feedback.

Question 3)
Which three of the following are effective networking methods?

  • Take classes to brush up on your professional skills.
  • Talk to friends about your job search.
  • Talk to people you meet at bars and clubs.
  • Join professional groups and attend events.

Question 4)
What percentage of recruiters use LinkedIn as part of their candidate search?

  • Almost 90%
  • About 75%
  • Just over 30%
  • Nearly 50%

Question 5)
Which of the following is true about working as a contractor and full-time employee (FTE)?

  • Both contractors and FTEs receive benefits from the company where they work.
  • Contractors and FTEs are generally covered by the same employment laws.
  • Both can expect to work indefinitely.
  • Both contractors and FTEs usually work full-time hours.

Question 6)
What is a “red flag” that might indicate thinking twice about responding to a job listing?

  • No industry jargon or highly technical terms
  • Broad expectations about the position with few specifics
  • A statement about fair hiring practices
  • Very specific job title

Question 7)
Which two statements are true about qualifications in job listings?

  • You don’t need to have all of the qualifications listed.
  • The qualifications may include both hard and soft skills.
  • The qualifications often will not include how many years of experience are expected.
  • The qualifications will outline what the person in the role is expected to do.

Question 8)
What is true about rehearsing for interviews?

  • It’s not helpful to watch yourself in a mirror.
  • It’s important to practice articulating what you want to say.
  • You won’t need an elevator pitch.
  • You can’t predict the questions, so there’s no point in finding examples.

Question 9)
What is a mock interview?

  • An interview where you only need to answer the questions you have prepared
  • A practice interview that enables you to rehearse your answers at home
  • A practice interview given by the company you want to join that doesn’t actually count
  • An interview where you are given extremely difficult questions

Question 10)
What is a good way to prepare for first interviews?

  • Memorize everything you have researched.
  • Prepare a written document of your answers that you can hand out at your interviews.
  • Decide on the salary and benefit package you will accept.
  • Use your notes to compose questions you want to ask the company.

 

 

WEEK 3 QUIZ ANSWERS

Practice Quiz Answers

Question 1)
What are three common types of second-round interviews?

  • Mock interview
  • Human resources screen
  • Technical interview
  • Team interview

Question 2)
Several factors can affect the interviewing process. Choose the correct answer.

  • Company size and culture
  • The length of time you worked at your previous position
  • Number of qualified candidates
  • Asking the right questions

Question 3)
Why might a company ask you to go through a technical screen or provide a scenario to resolve?

  • To see how many possible answers you can come up with
  • To protect the company in case they don’t own the rights to the information used in the technical screen
  • To see how quickly you can resolve an issue
  • To make sure you have the necessary abilities to perform the job

Question 4)
Which of the following is an appropriate question to ask at a final interview?

  • How much time off is included in this role?
  • What’s the next step in the hiring process?
  • What does this company do?
  • Can you offer me a higher salary?

Question 5)
In the STAR method for answering interview questions, STAR stands for:

  • Saw, Took action, Aimed, Reviewed
  • Situation, Task, Action, Result
  • Start, Test, Add, Result
  • Self, Team, Action, Review

 

Graded Quiz Answers

Question 1)
What is true about the overall interview process?

  • Second-round screens are usually the same.
  • Interviews are different, and it’s impossible to prepare effectively.
  • Candidates generally don’t ask questions of the interviewers.
  • Interview processes can vary depending on factors like the type of position and size of the company.

Question 2)
Choose three common types of second-round interviews.

  • Mock interview
  • Team interview
  • Human resources screen
  • Technical interview

Question 3)
Why is a technical screen an essential part of the interview process?

  • To make sure you have the necessary abilities to perform the job
  • To see how many possible answers you can come up with
  • To see how quickly you can resolve an issue
  • To protect the company in case they don’t own the rights to the information used in the technical screen

Question 4)
Which of the following is an appropriate question to ask at a final interview?

  • How much time off is included in this role?
  • Can you offer me a higher salary?
  • What does this company do?
  • What’s the next step in the hiring process?

Question 5)
What might you expect in a human resources (HR) screen?

  • Questions to test technical skills
  • A brief orientation about the company and its products or services
  • Behavioral questions about your working style
  • Information about other candidates for the position

Question 6)
What is a good way to prepare before a final interview?

  • Leave appearance choices until the morning of the interview – there are better things to think about.
  • Skip breakfast to save time.
  • Stay fresh in your responses by not reading over your notes.
  • Test your equipment if the interview is virtual.

Question 7)
What is true about asking interviewers questions during an interview?

  • It’s a chance to show how serious you are about the job and how well you are prepared.
  • It’s helpful to be candid about your concerns about workload and holidays.
  • It’s a good time to negotiate compensation.
  • It’s best to think of questions spontaneously during the interview.

Question 8)
Which of the following are illegal to ask in a job interview in the United States? Select more than one.

  • Legal or arrest record
  • Race or nationality.
  • Gender and sexual orientation
  • Marital status

Question 9)
What is “culture fit”?

  • Another name for immigration status
  • Whether a candidate can follow the company’s dress code
  • Whether a candidate fits the company’s equal-opportunity policies
  • How well a candidate fits in with the company’s existing culture

Question 10)
What should you do if you are offered a new position?

  • Accept immediately.
  • Start the new job immediately.
  • Stop contacting companies you previously interviewed with.
  • Consider factors that might call for a compensation negotiation.