Product Support Specialist -

Take-home Assignment

We are so excited that you are interested in joining the AutoLeap team! We take great pride in
building teams of talented and passionate people who are obsessed with delivering incredible
experiences for our customers.

This assessment is designed to test your ability to navigate ambiguous customer situations with
tact and efficiency. We’ll be clear: we want to see you be solution-minded while putting the
customer experience first.

Good luck! We look forward to reading your responses.

Q1. Prioritization

You have five customer chats open at the same time, but you can only engage with one
customer at a time. Each row in the chart below represents a customer - please assign a priority
to each customer in Table A (with 1 being the highest and 5 being the lowest) in terms of which
sequence you would engage the customers in. Explain your reasoning in the answer box below.

Table A
Customer Subscription Annual Type of Query Priority
Renewal Revenue (1-5)

Customer 1 In 3 months $1500 New feature request 5

Customer 2 In 1 week $1500 Critical bug / issue 2

Customer 3 In 3 weeks $1200 Critical bug / issue 3

Customer 4 In 2 days $2000 New feature request 1

Customer 5 In 6 months $1200 How do I do XYZ? 4

Reasoning:

Customer 4:
Highest priority because this customer has a subscription renewal of only 2 days so the
customer must want the ‘new feature, in his latest subscription.

Customer 5:
Second highest priority because the customer is most probably stuck somewhere and
wants to know ‘how to do xyz’ to proceed.

Customer 2:
Third highest priority because the customer is facing a critical bug/issue and the renewal is
in 1 week.

Customer 3:
Fourth priority because the customer is facing a critical bug/issue and the renewal is in 3
week.

Customer 1:
Lowest priority because the customer has 6 months of subscription renewal and has
requested for a new feature that can be entertained later on.
Q2. Communication / Customer Service

Below are short conversations between a customer and a member of the Support team. Please
indicate how you would rephrase the Support Representative’s response (highlighted) in each
scenario in order to achieve a better customer experience.

Rep: Thank you for calling AutoLeap Support. My name is Mike - how may I help you?
Customer: Hi Mike, I’m so glad I got through to you. I’ve been waiting for 10 minutes!
Rep: I’m sorry to hear that. We’re a bit understaffed today.

I am sorry that you had to wait, please let me know how can I help you?

Customer: One of your competitors has offered me a free 3 month trial, so I don’t think I’ll be
able to use AutoLeap at my garage anymore.
Rep: I understand. We’re sorry to be losing you as a customer.

I definitely understand your concern and I would personally want the best for you. I believe
you should try AutoLeap as it could highly benefit your business. The features we offer are
much more promising than a month’s free trial.

Customer: I was expecting a call from another support agent, I think his name was Jim. He told
me that AutoLeap had a digital inspections feature, but it doesn’t. Is he going to call me back?
Rep: My apologies. Looks like Jim got stuck on another call with a customer for the last
two hours. I’ll be sure to let him know you inquired about him.

My apologies. I am sorry that you had to wait for Jim to call you, I am from the same
department, I am certain i can assist you with any concerns that you might have.

Customer: We’ve been using AutoLeap for the last 6 months and absolutely love it. So we’ve
decided to upgrade to your enterprise package. I’m wondering how we get this set up?
Rep: Today is only my second week here and I’m not really sure how to do this, sorry!
Can you call back again and maybe the next support rep will be able to help you?

Hi XYZ, thank you so much for showing your interest in our enterprise package. I would be
more than happy to assist you. Could you provide me with your business name so I can look
into your profile?
Q3. Problem-solving / Communications

This question is designed to measure your ability to communicate instructions clearly,

thoughtfully, and concisely. Your instructions should allow any reader regardless of his/her level
of knowledge to execute your intent without any problems.

You were contacted by someone from the planet Mars who has human-like hands. He told you
that a traveller from planet Earth gave him all the ingredients for a peanut butter and jam
sandwich, and he needs you to give him instructions on how to build the sandwich. Note: The
caller does not know how to open a jar. They have never seen a peanut butter and jam
sandwich and don’t know what the sandwich should look like. The caller has a jar of jam (red
jar), a jar of peanut butter (green jar), two slices of bread, and a knife. Please write detailed
instructions on how to build a peanut butter and jam sandwich for this caller below.

Your answer: Hi XYZ, I am here to assist you on how to make a peanut butter and jam
sandwich. Please follow the step-by-step instructions that afre mentioned below.

1. You must see a green jar, red jar, two slices of bread & a knife in front of you.
2. To open the red & green jars, hold one of the jars in your left hand and hold the lid tightly
in the palm of your right hand, turn both the hands in opposite directions i.e. left hand’s
direction should be clockwise and the right hand’s direction should be anti-clockwise. Open
both the jars in the same way.
3. Now take one slice of bread in your left hand and the knife in your right hand, put the knife
in the green jar, take some of the peanut butter on the knife and spread it thoroughly on the
slice with the help of the same knife.
4. Repeat the same process mentioned in step-3 with the red jar on the second slice of the
bread.
5. Close the lids of both of the jars after step 3 & 4.
6. Now put both the slices together and cut them diagonally into two halves using the same
knife.
7. You have your peanut-butter & jam sandwich ready.