Questions regarding my technical and customer service abilities were made. Regarding technical; how could I guide a customer to access: Control Panel on Windows (Vista - 10), locate the Wifi Settings, resetting a browser's cache and cookies. I was also expected to know mobile OSes (Android and iOS) and guide the customer through the same procedure. Regarding Customer Service: how to 'express a smile through my voice', empathy, friendliness, and overall ability to transform a frustrating call into a helpful one.