Can you give an example of a problem you faced in a previous job and how you solved it?

Sample answer to the question

In my previous job as a Technical Support Specialist, I encountered a problem where our company's ticketing system was constantly crashing, leading to delays in resolving customer inquiries. To solve this, I took the initiative to gather data and analyze the root cause of the issue. I discovered that the server infrastructure was outdated and unable to handle the increasing load. I proposed an upgrade to the management, highlighting the benefits of investing in new servers. After a thorough evaluation, they approved the budget and I led the project team to implement the new infrastructure. The upgraded servers significantly improved the stability and performance of the ticketing system, resulting in faster response times and increased customer satisfaction.

A more solid answer

During my time as a Technical Support Specialist, we encountered a recurring issue where the company's ticketing system would crash frequently, causing delays in resolving customer inquiries. To address this problem, I took the initiative to gather data and conduct a thorough analysis. Through my investigation, I discovered that the outdated server infrastructure was unable to handle the increasing load. To solve this, I formulated a detailed proposal outlining the benefits of investing in new servers, including improved stability and faster response times. I presented this proposal to management, who approved the budget for the project. As the project lead, I collaborated with the IT team to procure and install the new servers. The implementation was carried out smoothly, and the upgraded infrastructure significantly improved the performance of the ticketing system. As a result, customer inquiries were resolved more quickly, leading to increased customer satisfaction.

Why this is a more solid answer:

The solid answer provides more specific details about the problem and the candidate's actions. It also highlights the candidate's problem-solving and analytical skills, as well as their technical knowledge in identifying and addressing the issue. However, it could further emphasize how the candidate's actions contributed to achieving business goals and aligning IT objectives.

An exceptional answer

In my previous role as a Technical Support Specialist, I encountered a critical problem with our company's ticketing system. The system would frequently crash, causing significant delays in resolving customer inquiries and impacting customer satisfaction. To tackle this issue, I employed a systematic approach. Firstly, I conducted in-depth diagnostics and analysis, uncovering performance bottlenecks and identifying the underlying cause: outdated server infrastructure. Recognizing the urgency and potential implications, I prepared a comprehensive business case highlighting the direct impact on customer satisfaction, service delivery, and ultimately, the company's bottom line. Leveraging my interpersonal skills, I engaged with various stakeholders to gain support and approval for a new server infrastructure. I collaborated closely with the IT team and external vendors to design and implement a scalable, high-availability solution that would cater to our current and future needs. Throughout the implementation, I led regular progress meetings, ensuring open communication and alignment across departments. Following the successful implementation, the new infrastructure significantly improved system stability, response times, and overall ticket resolution efficiency. Customer satisfaction ratings soared, exceeding the initial targets set. This experience reinforced my problem-solving, analytical, and technical skills, while also emphasizing the value of cross-functional collaboration and effective communication within a team.

Why this is an exceptional answer:

The exceptional answer provides a comprehensive and detailed account of the problem faced by the candidate and their actions to solve it. It demonstrates the candidate's critical thinking and analytical skills in diagnosing the issue, as well as their ability to present a compelling case to gain support and approval. The answer also highlights the candidate's leadership skills in collaborating with various stakeholders and leading the implementation of the solution. Additionally, it emphasizes the positive impact of the candidate's actions on customer satisfaction and business outcomes.

How to prepare for this question

Reflect on your previous job experiences and identify specific examples of problems you faced and how you solved them.
Highlight the steps you took to analyze the problem and identify the root cause.
Emphasize the impact of the problem on business goals and outcomes to showcase your understanding of the broader context.
Demonstrate your technical knowledge and skills by explaining the technical aspects of the problem and the solutions implemented.
Highlight any collaboration or leadership skills you exercised in solving the problem, such as working with cross-functional teams or managing projects.

What interviewers are evaluating

Problem-solving skills
Analytical skills
Technical knowledge