The Exercise The key responsibility of a Facility Support Agent is to speak with facility customers on the phone to resolve their issues. Typically agents follow SOPs that outline the steps they should take, depending on the precise nature of the customer’s issue. Below are two links: [External] Dummy SOP: Facility is reporting a No Show/Shift Abandonment (V3) [External] HCF Agent Interview - Dummy Data Note that there are four tabs, each with different data! At one point in the interview, the interviewer will simulate calling in as a facility user with a problem related to the above SOP. You will have to handle the call in line with the SOP, based on the exact situation the caller describes.

What is one time where you had to overcome a hard situation in your previous position