I had a phone interview where they just asked some standard questions about my background and what I was looking for in a job, and described the job role to me. They then brought me in for an on-site interview. The overall process was process was fine. I interviewed separately with four individuals from different levels within the support department and HR. Each interview was about 45 minutes and questions ranged from personal background, technical experience, as well as experience in customer service. I wasn't really asked much about my knowledge of the company itself, though reading other reviews it seems like these questions may often come up. Since the job relies heavily on troubleshooting while interacting with customers, they are really trying to gauge how well they think you could pick this up and your thought processes when presented with a problem. Also be prepared for questions such as "describe a time when things didn't go as planned and how you dealt with it", or if you have customer service experience "describe a customer wasn't satisfied and what you did".