Customer Support Test

Customer support is a helpful service that a company provides to assist customers with their questions, problems, or needs, making sure they are happy and satisfied with the company's products or services. This test can be used when hiring a new customer support employee.

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What is a customer support test?

A customer support test is a tool that can assess a candidate's skills and abilities related to providing effective customer support. It focuses on skills such as problem solving, communication and interpersonal skills.

The typical structure of a customer support test is made up of multiple-choice questions usually based around scenarios a customer support team member would face on a regular basis. The topics of the scenarios may include handling difficult customers, communication techniques, conflict resolution, product knowledge, and problem-solving abilities.

This test is becoming more commonly used because companies recognize the importance of providing excellent customer support to enhance customer satisfaction, loyalty, and overall business success. By assessing candidates' customer support skills through a test, employers can make informed hiring decisions and ensure that candidates have the necessary qualities to handle customer interactions effectively.

To do well in a customer support test, candidates should demonstrate strong communication skills, interpersonal skills, problem solving and spatial awareness. The specific skills may vary depending on the company or organization.

Jump to a section on this page:

  1. What is a customer support test?
  2. Why should you use a customer support test for recruiting?
  3. How our test assesses customer support skills
  4. Customer Support Test FAQs

About the Customer Support Test

The customer support test is a way of assessing a candidate's skills that would be required for the job. It focuses on skills such as communication, problem solving and error checking. The test is a useful tool to use during the hiring process.

Why should you use a customer support test for recruiting?

Using a customer support test during the hiring process is beneficial because it demonstrates which candidates will be the best fit for the job. It is also beneficial for the company as the candidates do not require time or space, they can complete it at home independently.

It also removes biases as the company will not be able to access the candidate’s personal information, therefore it can not influence any hiring decisions. They will make a decision on who should progress to the next round based solely on the information from the test.

The customer support test focuses on a wide range of skills including, communication, teamwork, interpersonal and problem solving. Depending on the company, they may also need technical skills such as Microsoft Word and Microsoft Excel.

This test could be used when hiring for a range of roles including:

  • Customer service representative
  • Help desk support
  • Sales support representative
  • Client success manager

View a sample report

Results for the Customer Support Test along with other assessments the candidate takes will be compiled to produce a candidate report.

The report is automatically generated and available both online and as a downloadable pdf so they can be shared with other team members and employees alike.

Download sample report
App screenshot

How our test assesses customer support skills

Candidates will need to answer a range of questions that measure industry-specific technical skills where applicable (e.g. Microsoft Word), soft skills (e.g. interpersonal skills), aptitude (e.g. verbal reasoning) and relevant personality dimensions (e.g. sociability). The results present a holistic view of how well-suited each candidate is for the job at hand, using a data-driven approach.

The format varies by type of question, including multiple-choice for aptitude and technical skills, situational judgement for soft skills and agreement on a Likert scale for the personality dimensions. This approach ensures candidates are being assessed in an accurate and fair manner, and that results reflect the true underlying qualities of each candidate.

The characteristics, abilities and knowledge necessary to be a customer support representative were identified using the US Department of Labor's comprehensive O*NET database. O*NET is the leading source of occupational information that is constantly updated by collecting data from employees in specific job roles.

During the development process, test questions were rigorously analyzed to maximize reliability and validity in line with industry best practices. They were created by our team of I/O psychologists and psychometricians – who collaborated with subject-matter-experts – and field-tested with a representative sample of job applicants who have varying experience, just like you might find in a talent pool.

Each test is reviewed by a panel of individuals representing diverse backgrounds to check for any sensitivity, fairness, face validity and accessibility issues. This ensures each candidate has a fair chance of demonstrating their true level of expertise.

Our customer support test is monitored to ensure it is up-to-date and optimized for performance.

Our test platform

Our platform offers an extensive library of hundreds of tests, giving you the flexibility to select and combine them in any way that suits your hiring needs. From understanding specific role requirements to assessing general cognitive abilities, our diverse library ensures you can tailor your assessment process precisely.

Multi-format.
Our test questions come in various formats, including multiple-choice, true and false, ranking and situational judgment, all ensuring comprehensive candidate assessment.
Role-specific simulations.
Experience real-world scenarios with our role-specific simulations, providing accurate insights into candidates' performance, readiness and fit for the position.
Adaptive scoring.
Our adaptive scoring system evaluates responses in real-time, by adjusting to the candidate's ability level, enhancing accuracy and reliability.

Curated by our
team of experts

Expert 1 Expert 2 Expert 3

Scientifically validated by psychometric specialists

  • Our team of assessment experts is made up of I/O psychologists, psychometricians, and subject matter experts who work closely together to ensure each test is accurate and reliable.
  • Our subject matter experts are rigorously vetted and typically have several years of experience working in their industries and hold advanced credentials.

Frequently asked questions

How important is proficiency in using customer support tools and software?

Proficiency in using customer support tools and software is crucial as it enables efficient handling of customer inquiries, tracking interactions, managing data, and providing timely and accurate support. It improves productivity, streamlines processes, and enhances the overall customer support experience.

What additional skills should a customer support representative possess?

A customer support representative should also have strong communication, problem solving, interpersonal, error checking and spatial awareness skills. This job has lots of different responsibilities so many skills are required.

What is the cost for Neuroworx's customer support test?

We operate a three-tiered monthly subscription fee, so you can pick the perfect plan for you. Find out more information here.

Can I get a free trial?

Yes, simply sign up (no credit card is required) and we'll give you unlimited access for seven days. Create as many jobs and test as many candidates as you want; you won't be charged a penny.

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