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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 โ€œmuch faster than averageโ€ 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 bachelorโ€™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 โ€œmuch faster than averageโ€ 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 โ€˜flatterโ€™ 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 โ€œred flagโ€ 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 youโ€™re looking for, the company you want to target, and your preferred salary
  • Introduce yourself, ask what the person youโ€™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 companyโ€™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 youโ€™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 companyโ€™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 โ€œred flagโ€ 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 donโ€™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?

  • Itโ€™s not helpful to watch yourself in a mirror.
  • Itโ€™s important to practice articulating what you want to say.
  • You wonโ€™t need an elevator pitch.
  • You canโ€™t predict the questions, so thereโ€™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 doesnโ€™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 donโ€™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?
  • Whatโ€™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 itโ€™s impossible to prepare effectively.
  • Candidates generally donโ€™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 donโ€™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?
  • Whatโ€™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 โ€“ 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?

  • Itโ€™s a chance to show how serious you are about the job and how well you are prepared.
  • Itโ€™s helpful to be candid about your concerns about workload and holidays.
  • Itโ€™s a good time to negotiate compensation.
  • Itโ€™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 โ€œculture fitโ€?

  • Another name for immigration status
  • Whether a candidate can follow the companyโ€™s dress code
  • Whether a candidate fits the companyโ€™s equal-opportunity policies
  • How well a candidate fits in with the companyโ€™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.