The first interview was largely discussed work experience, the role, etc. It felt very standard. The second interview was a technical test where you were expected to have some basic understanding of the platform and navigating its online help resources, and be able to talk a hypothetical customer through an issue they were having. While doing the technical interview, I gave an additional piece of advice based on part of the "small talk" I'd had with the "customer", which I suspect gave me an edge, as that turned out to be an expected and monitored aspect of the role. If given the opportunity, you want to not just solve the issue you're given, but also recommend a fix for a problem they "might not realize they're having". For example, the "customer" wanted help setting up email alerts for a new employee, and mentioned that he was too busy to answer them all himself, so I also mentioned how he could disable alerts to his own email if the employee was taking over customer support entirely.