First phase is a phone interview. Just to make sure you aren't unstable. Second phase is an in-person interview. Initially I thought I had to be interviewed by six different people, but by the time I showed up only two people interviewed me. Not a big deal, but that confusion could have been avoided. During the interview they didn't ask obnoxious questions. Nice and straight forward people. I was asked to "reply" (not actually responding as this was done on paper) to real examples of emails that CSR's get. I was also asked to rate my knowledge on various computer tech ranging from the easy (BSOD) and stuff that was beyond normal knowledge. However, they stressed that the tech. knowledge didn't disqualify me, and they just wanted to know how much I knew.