HDI SUPPORT CENTER ANALYST SELF- TEST EXAM 2025 QUESTIONS AND ANSWERS

Identify the characteristics of an effective leader - ANS Leads by example Encourages participation, initiative and creative thinking Ethical behavior Demonstrates a positive attitude Motivates others Practices active listening Identify ways to exhibit personal accountability - ANS Adhere to organization policies/procedures Represent the organization positively outside work Adhere to a work schedule Meet personal commitments Admit to errors Know your responsibilities and fulfill them Take ownership of incidents/service requests Identify techniques to manage work life - ANS Acknowledge those around you for their dedication Be on time or early Always approach manager with solutions, not problems HDI SUPPORT CENTER ANALYST SELF- TEST EXAM 2025 QUESTIONS AND ANSWERS COPYRIGHT © 2025 FYNDLAY ALL RIGHTS RESERVED 2 Identify ways to assist manager w/ new projects Taking care of yourself (sleep, exercise, eat healthy) Trust your manager How can you multitask in a support environment? - ANS Prioritize and switch between tasks to organize work Describe ethical behavior - ANS Protect & enhance the image of the support center Provide consistent service to all customers Fulfill commitments Take ownership & hold yourself accountable Demonstrate honesty and integrity Loyal to your team Explain how to manage time effectively? - ANS Plan in advance Prioritize tasks Be more efficient Address most important tasks first Estimate and plan how long non-routine tasks take Create a to-do list Say no when appropriate Effective email communication includes: - ANS Understand your audience Use a subject line & structure (opening, bullets, closing) Use clear language Proofread Use plain text COPYRIGHT © 2025 FYNDLAY ALL RIGHTS RESERVED 3 Include the original message w/ replies Use appropriate punctuation/avoid abbreviations Use appropriate caps How do you stay informed about trends/best practices? - ANS Attend courses/seminars Network at industry events Subscribe to industry upblications Join industry groups Subscribe to/participate in discussion groups Identify how an SCA can deliver consistent, quality customer service? - ANS Respond in a timely manner Understand customer needs Take ownership of incidents Make commitments and meet or exceed them Stay within established service levels Enhance customer relationship with support center/org Promote the image of the support center Explain techniques for cross-cultural communication - ANS listen actively match the customer's communication style use standard language (no slang) & simple sentences express difficulty understanding encourage the customer to ask for clarification ask to repeat the question use closed-ended questions to verify understanding COPYRIGHT © 2025 FYNDLAY ALL RIGHTS RESERVED 4 Identify impact of language barriers - ANS Analyst misunderstands question Customer misunderstands instructions Frustration Poor customer satisfaction Increased chances of escalation What are some options for language assistance? - ANS Translation apps/services An interpreter When do you obtain assistance when the customer speaks a different primary language than you? - ANS Frustration on the rise Little/no understanding Customer's words se