My job is.....pretty rigorous. :x It's more like knowing the technical ins and outs of things and what to say, what not to say in situations, the systems that we use, how to use those systems and what kind of error messages we get, how to resolve those error messages, how to traverse about said system effectively, any shortcuts, as well as detailed information about each and every section within said system.
...it's a lot to remember, but it isnt so bad LOL (i hope)