Hey @melissa.hannam . In general, during our recruitment process for the Support Hero position (https://www.livechat.com/careers/jobs/support-hero/), we are focused on candidates who have an excellent command of English (both spoken and written), basic knowledge about code implementation and strong analytical as well as communication skills. As you mentioned, to choose the right candidate, we also use the Typing Speed Test as a task - but we created our system to avoid differences between results.
Another useful idea that not only encourages potential employees but also makes them aware of how customer service positions look like, is to create a quiz, public and accessible to all interested. Our quiz (https://www.livechat.com/quizzes/customer-service-quiz/) contains questions about customer service essentials, possible topics to talk with our clients and problematic cases to solve.
If you have any questions, feel free to ask .