Your question is Resolving a Customer Technical Issue. Take a moment with it on the right.
Talk me through your thinking if you like. When you're confident, submit your answer and I'll grade it like a real screen (7/10 or better passes).
Tell me about a time you identified a technical problem affecting a customer before they fully understood the root cause themselves. Walk me through how you diagnosed it, how you communicated with the customer during the issue, and what you did to resolve it and prevent it from happening again.