First we had to submit an application online, which was then vetted and I was called two weeks later for an in-person interview. I met with three supervisors who asked questions about previous IT experience, how to help a confused customer, how to handle a stressful situation, and our basic work ethic/culture. There were definitely a few scenario questions about what we would do if we were helping somebody who couldn't speak english, or if we were on the phone with somebody and we did not know about the system which they needed help with. Basically, they are looking for people who are confident with good social skills, and can learn. The big thing is not being afraid to learn, and not being afraid of handling stressful situations.