First interview was by phone to get a sense of who I was and who the hiring manager was and what they're looking for with an additional body to assist the company. The next interview was in-person with more staff from the department in one room to thoroughly vet candidates with further questions about general customer service, past technical experience, and willingness to work with a team. They would then transition to more pointed questions where they would give a scenario and see how you would approach troubleshooting with a non-technical savvy user or how you would talk to them if the issue seemed to be a fairly easy fix or if it is a harder fix and you got stuck not knowing the answer right away.