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Can you describe a time when you had to work with a difficult team member in order to resolve a customer's technical issue? How did you handle the situation and what was the outcome?

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Can you describe a time when you had to work with a difficult team member in order to resolve a customer's technical issue? How did you handle the situation and what was the outcome?

Yes, I can recount a time when I had to work with a difficult team member to resolve a customer's technical issue. While working as a Technical Support Engineer at my previous company, I was assigned to a complex issue that required collaboration between different teams. I was paired with a team member who had a reputation for being difficult to work with.

Initially, the collaboration was challenging as the team member was dismissive of my ideas and suggestions. However, I maintained a calm and professional demeanor, actively listened to their concerns, and acknowledged their expertise in the matter. I recognized that we both had the same goal - to resolve the customer's technical issue, and therefore, had to work together.

As we continued our collaboration, I made an effort to build a positive relationship with the team member. I offered to review and validate their ideas, asked for their feedback on my suggestions, and discussed the pros and cons of the different options we had. Through this process, the team member started to see me as a collaborative partner, not a competitor.

Together, we were able to resolve the customer's technical issue. The customer was appreciative of our teamwork and the prompt resolution of their issue.

The outcome of the situation was positive, not only because we reached a solution but also because I was able to develop a positive relationship with a difficult team member. Our collaboration continued to improve throughout our time working together, and they became more open to collaborating with me in the future.

Relevant Citations:

  1. Salesforce - Top Technical Support Interview Questions and Answers
  2. The Balance Careers - What Is Technical Customer Support?
  3. Forbes - Five Ways to Build Trust with Difficult Coworkers

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