Cengage Customer Technical Support Agent interview questions

The initial interview included all the basic questions, e.g. "describe to me a time where you had to____" and "tell me about a time when you were able to ____" and that sort of thing. The interviewers were all very nice and friendly. I had to take a mock call, which was super easy, but a little awkward, because instead of a computer screen with the available information presented, all I had was five sheets of paper documentation. Not being familiar with the special lexicography of the business, it was slightly difficult to parse the question asked and figure out what answer to give. But overall it was a very relaxed mock call and they give you a whopping five minutes to answer a pretty simple question. I personally felt like i'd fumbled the entire thing, especially the initial interview, but they gave me an offer, so I think they're looking for personality and temperament as well as expertise.