Verizon Technical Support Coordinator I interview questions

After holding the position of customer service rep for almost two years (in good standing) I applied for an open technical support position in my call center. I submitted my resume and got called to take an assessment test to gauge my knowledge on computer hardware and software terms. I was concerned I did not do a good job on the assessment so you can imagine my excitement when I got called in for an interview. The interview consisted on how I would handle customers' technical questions and ask me to also described (in detail) the steps needed to back up a customer's iPhone to the cloud.

Provide a detailed resume to the interviewer. Then you go over several questions where you, "Tell them about a time when." You need to answer in the STAR (situation, task, action, result) format. You'll need to role-play a few scenarios too.