Faithlife Customer Service Representative interview questions

Was first contacted by email to set up a time for a phone interview the following day. I said I would be available between 10 and 1. At roughly 12:30, I get an email from the interviewer asking me if it would be okay to call at 12:50. I responded that he could move it back to 2, if he's wanted, since he seemed very busy. He responded saying that 2 would be great. He called at 1:03. The phone interview lasted about 45 minutes. I was really unsure what the interviewer was looking for. He asked me what I would do if a customer asked me about something I didn't know the answer to. I had difficulty responding to that question, since I did not now what resources I would have available. Normally, I would try to track down the answer myself, as I want to help the customer as much as I can and perhaps learn something in the process. However, there were bound to be tech-savvy individuals around who could answer the customer's question. Is my job to answer the question? Or is it to transfer the call to someone else? I have worked both types of jobs, so I was not at all certain how to answer the question. Other questions were tech questions. Did I know what a processor does? What is RAM? What kind of virus software am I using? and a few other ones. I gave my best answers, but, again, was he looking to see if I knew the answers, or how I would answer the questions? When I didn't know an answer, I told him that I could look it up. He gave no indication if that's what he was looking for or not. All in all, I felt like I was on the stage without a script, trying to ad lib without knowing what my motivation or goals were. I believe in what Faithlife is doing. That's one of the reasons I want to work for them. That said, perhaps the interview process could be a little more straightforward. It would be nice to know what the expectations are. The job posting was not very informative in that respect.