Hiring and the interview are very reasonable for the position: they require a test of technical skills and research ability (little direction, you need to have the skills to figure things out and to do so quickly). There is also a typing skills test. After submitting those results, you may get an interview. This could be in-person or via an application such as Skype, and is designed to get a sense for your personality and approach to people, assess your willingness to deal with difficult people, how you approach handling them, your phone skills, anything relevant to the position. It's not a fixed process but similar for interviewees for the same position, and the company is very fair about its approach and handling of people.