I applied on LinkedIn, had an initial Zoom call with HR recruiter and shortly after I received a take-home exercise to complete within 7 days.
Done the exercise, then 1 week after that HR reached out saying the team had positive feedback regarding my CV, cover letter and my answers to the take-home exercise.
I was invited to give them my availability for the next 2 weeks as they wanted to progress to the behavioural stage (which was in fact an interview with the hiring manager). I provided my availability as per their request and they took 1 week to respond to that.
The hiring manager interview was a free discussion, where I was presented with granular details of the job and I also had the opportunity to ask questions – that was the most positive part of the recruitment process.
After 3 weeks I received an email from HR telling me they have decided to move forward with other candidates. They offered to jump into a call to discuss the feedback – great! – and so I provided my availability for that, but after a couple of days all I was sent was an automated email with a link to a survey to help them “grow”.
A side note: during the interviewing process which took 1.5 months I saw the job being reposted twice (even if there were over 100 applicants already on LinkedIn) and then once again after they decided to “move forward” with other candidates.
Now let me tell you what the take-home exercise consisted of: 7 possible tickets from clients, where you need to provide your own thought process, what resources you have used and to give your initial response. They will send you this exercise in a PDF document with instructions and resources for you to use.
Here are the 7 scenarios:
1. A new customer opens a support ticket asking why they have seen a transaction for ~280 PKR before deploying any services. They checked their billing page and don’t see any charges or invoices. How can you explain the transaction that the customer claims to have seen? What would be your initial response?
2. We receive a support ticket from a customer after finding their account is suspended. They provide no other information, just an inquiry as to why their account isn’t accessible. You see that their email matches an account that was suspended for a chargeback/dispute due to fraudulent card use. What could be a potential process for resolution? What would be your initial response?
3. We received a support ticket from a customer using the “Hobby” workspace plan. They query about a charge of $4.50 on their card from Render. They share a screenshot of the Render pricing page showing $0 USD listed under “Hobby”. They ask for the transaction to be refunded. How can you explain the charge and what would be the next steps in their refund request? What would be your initial response?
4. We receive a support ticket from an email address that isn’t used on any Render account past or present. They claim their payment card is being used to pay for Render services. They have provided no other details other than a transaction amount in CAD. How would you go about verifying their claim? What would be your initial response?
5. A new customer opens a support ticket concerned that they provisioned paid services a few days ago but have yet to see any charges on their card. How can you explain that the customer is using paid services but has not seen any charges? What would be your initial response?
6. A customer receives their second invoice and contacts us to query about the invoiced amount. They claim they have not made any changes to the service they provisioned, but query that the first invoice was lower than their second. How can you explain the invoice amounts for the same provisioned services? What would be your initial response?
7. We receive a support ticket from a customer that contains a screenshot that shows all of their card details: full card number, expiry, and CVV/CVC. They’re asking why their card is being declined. What would be your first steps with this ticket? What would be your initial response?
