Hiring manager of the Technical Support department contacted me directly by phone a week after submitting my application online at Active.com. We scheduled the interview and arrived the day of the interview 10 minutes late for our scheduled start time. Interviewed with the Hiring manager, dept supervisor, and all three of the Tier 2 support reps. Round robin style interview. Questions ranged from "tell me about a time you dealt with a difficult situation" to expounding on the business experience on my resume. Very informal group, lightening the mood and getting them laughing was key to success. Highlighting ability to be a team player is important along with putting clients at the top of your priority list. Onsite interview was about 45 minutes long. Was contacted via email several days later by the dept supervisor to schedule a phone "role play" wherein you answer a "client's" questions (you'll get the questions ahead of time) as if you were a support rep. This is to get an idea of your phone persona and to gauge how well you navigate the software. Another week was contacted by HR to conduct a phone interview which was about a half hour long. General personality questions and situational questions again here. "What would you say is your proudest accomplishment?" was the type of question here. HR checked references, one reference must be a previous supervisor. Finally got an offer a bit over a month after initial contact from hiring manager. Well worth the wait though, great company culture, fun, relaxed environment.