Three round process. Round one involved choosing two typical ticket scenarios and answering the customer's question(s) using the same online resources the customer has access to. You also include a cover letter and a resume. If you make it past the first round they send you an assignment that taking over the communicating with a customer after another customer support team member interacted with them and it didn't end well. There are two of these and you need to do both. If you make it to the third round you make it to an actual interview.