Conducted by a recruiter or HR representative. Focused on understanding the candidate’s background, communication skills, and motivation for applying. Questions included a discussion on problem-solving scenarios, and situational behavior. Led by a first-line manager or team lead from the EOS team. Evaluated the candidate’s customer handling skills, attention to detail, and ability to manage End-of-Life (EOL)/End-of-Sale (EOS) related queries. Included scenario-based questions and live examples of how to handle irate customers or support tickets.