I was contacted by a recruiter who wanted to see if I was interested in the position. I said yes and was coached through next steps. First, there was a test email that I had to reply to with what I considered a "great customer experience response". I then met with the onsite manager for a 1 on 1 interview which consisted of general questions, typical "what would you do" scenarios. Then after passing that, I was scheduled for a phone interview. I was warned the phone interviewer was extremely harsh. She was okay, had some questions about what it means to be a high level support agent, what empathy means in the customer service experience, etc. Not too difficult. I passed that interview and was schedule for a panel interview with onsite TekSystems manager and 3 Microsoft employees. This was my first ever panel interview, but everyone was extremely friendly and it went well. They each asked questions about my background, qualifications, what I wanted to do, etc.