Experience, knowledge, manuals, team members are some of the tools that come handy while trouble shooting. However, don't exhibit support from team members as your primary tool as you are expected to deal with a customer independently most of the times.
This question demostrates familiarity with the technical support process. Your answer to it also enables the interviewer to arrange for your training, if you are hired.
List down the major steps you take in solving a problem and say that you understand that every company has a different set of procedures, which are you open to learn quickly and adapt to.
Every new product has some new features. If the product you are going to take up is entirely new you will need more training to handle it. Say "YES" if they are offering you to take a training before you get started.
You are expected to solve a problem as quickly as possible. However, solving the problem to customer's satisfaction is the key here. Your answer to this question demostrates your problem solving abilities, communication skills, technical knowledge and interest in customer satisfaction. You can say something like: "The time to resolve a problem depends on the level of its intensity. However, I have experienced that most of the customers face similar type of problems. With an ability to analyse the problem quickly and a ready answer, we can expect to close the call in 2-3 minutes (or whatever time you have experienced). As a technical support person, my focus has always been on both efficiency and effectiveness. Customer satisfaction is the key for me"
One of the most important qualities required in a person handling any support position is his ability to be available immediately as the requirement arises. So, the only answer to this question is "YES". Develop an attitude of being available whenever you are required.
If you have used the company's product or a product of the competitor, it does give you an advantage as you would have a basic idea about the functionalities. However, if you have not used any such product, don't worry. If you have the ability to grab things quickly and pick up the technology fast, you can prove yourself to be a potential candidate. For example, you can say something like this, "I am afraid, I haven't used your's or competitor's products first hand. However, I have seen others using them. Once I get hold of a product, I have an ability to uderstand the features quickly and I am quick at grabbing new technologies. So, I don't think it will pose any problem for me."
You must do some home work to answer this question effectively. Dig out the information about some products and technologies on which they work, match them with your skills set and prepare an effective answer. Company's website and job notification can be a good source for this information. To answer this question, you can say something like - "I see that your company sells security softwares for mail servers. I have a good knowledge of various mail servers, their performance and the security loop holes in them. This will help me in providing effective and efficient support to both the customers facing technical issues with your product as well those wanting to buy a new product."
The purpose of this question is to check your level of interest and preparation for the position. Read the job advertisement carefully and go through their website to get some basic information about them. You are not expected to know in and out of the product or the company but exhibiting a basic knowledge can take you a long way ahead in comparison to other candidates.
Agility is the key to growth. Every person must do some activities to sharpen his axe. Talk about the books you read, training sessions/ conferences you attended, discussions you had with the team members as an answer to this question.
Everyone who works commits mistake. You don't lose if you have also made some mistakes at work. However, it is more important to learn a lesson from it and never repeat the same mistake. To answer this question you can talk about some mistake you did and focus on what you learnt from it and that you never repeated it.