Apple At-Home Advisor...

[lantabiker]

The training is ridiculous.
Support, non existent.
Kbase is a joke.
Tests are difficult, and just mind games.
Pay is horrible for all the work you are expected to do.
Screen shot, take notes, listen in class all you want, it won't help you pass.
Best to have lots of computer systems, networking and in-depth working knowledge of iPad, iPhone, etc, in order to fly in this gig.
Total waste of my time, and yours too, possibly.
Have another job lined up as Plan B. Just in case.

Well, from my time so far, I have seen many people on the queues
asking questions and they have all been answered by managers and
teammates. If support didn't exist, nobody would be successful.

The kBase can be challenging. Therefore, learning how to search has
been essential.

If test were not difficult, there would be no way to challenge the
things learned and if we were paying attention. Mind games? Yes
they are, because it is the mind they are working on training.

Pay is horrible? OK, we don't start at 60K a year. Sorry. But we
have awesome benefits, fabulous chances to move up and holiday
pay at double time and a half ain't bad. Compared to being out
of a job, this is gravy.

Screen shots for key points are great for review. Taking notes help
to double remind you of things. The biggest trick to passing the
test is to either remember everything...or know where to look.

I have over 20 years of computer experience. I have built and
rebuilt tons of PCs. I have experience networking. Those things
are great to compare what you know in the PC world to the Mac
world. But all that stuff was useless when it came to understanding
the startup process of the Mac. Or the proper way to transfer a
call. Or the proper way to deal with a customer that has called
back on the same issue several times.

Lots of knowledge on the iPhone, iPad, iMac? Nope. they pay you
to sit in class and learn. Is that so bad?

Total waste of time? You are paid to learn new things and beef up
your resume. Have another job lined up? Always. That's just good
planning.

To all the new people waiting to get hired...a job is what you make
it. And getting paid to work in your sweats with the dogs laying on
your feet and a 5 foot commute to work? I'll take a job like that
any day.

 

[macrobatt]

Well, from my time so far, I have seen many people on the queues
asking questions and they have all been answered by managers and
teammates. If support didn't exist, nobody would be successful.

The kBase can be challenging. Therefore, learning how to search has
been essential.

If test were not difficult, there would be no way to challenge the
things learned and if we were paying attention. Mind games? Yes
they are, because it is the mind they are working on training.

Pay is horrible? OK, we don't start at 60K a year. Sorry. But we
have awesome benefits, fabulous chances to move up and holiday
pay at double time and a half ain't bad. Compared to being out
of a job, this is gravy.

Screen shots for key points are great for review. Taking notes help
to double remind you of things. The biggest trick to passing the
test is to either remember everything...or know where to look.

I have over 20 years of computer experience. I have built and
rebuilt tons of PCs. I have experience networking. Those things
are great to compare what you know in the PC world to the Mac
world. But all that stuff was useless when it came to understanding
the startup process of the Mac. Or the proper way to transfer a
call. Or the proper way to deal with a customer that has called
back on the same issue several times.

Lots of knowledge on the iPhone, iPad, iMac? Nope. they pay you
to sit in class and learn. Is that so bad?

Total waste of time? You are paid to learn new things and beef up
your resume. Have another job lined up? Always. That's just good
planning.

To all the new people waiting to get hired...a job is what you make
it. And getting paid to work in your sweats with the dogs laying on
your feet and a 5 foot commute to work? I'll take a job like that
any day.

Thanks for the clarification. Seem like any other call center or WAH call center job except for decent pay for an entry level job with a great company. I'll drink the Kool Aid any day for the opportunities with in

 

[macrobatt]

A question I shouldn't have to ask

.....pulled

 

[Insideus]

I agree

I am with you AngryGerbil, I thought this job was going to be the career for me with getting help to pay with college and everything. I was told in a nutshell more or less that they aren't going to help me pay for college because its not an IT job. and to stop helping customers fix technicial issues because its not part of my job. Now I am stuck in a job that I probaby wouldn't have taken if I knew at the time what the job was, until I can find a networking job. At least we can relax at home until something else comes along tho.

I truly look forward to the the day that I can put down the headset, ship back the iMac and let one of you take this slot. Believe me, I'm doing everything I can to be able to quit this job... but I accepted this position and will continue to do it until I have another employer.

 

[AngryGerbil]

I am with you AngryGerbil, I thought this job was going to be the career for me with getting help to pay with college and everything. I was told in a nutshell more or less that they aren't going to help me pay for college because its not an IT job. and to stop helping customers fix technicial issues because its not part of my job. Now I am stuck in a job that I probaby wouldn't have taken if I knew at the time what the job was, until I can find a networking job. At least we can relax at home until something else comes along tho.

While I agree with much of what lantabiker said in the above post my biggest problem is that I have to pretend to be something I'm not while on the phones. I like solving technical issues on computer systems, not dealing with consumer's problems with iTunes accounts. The job is in fact what you make of it but I want to kill something after spending 8 hours on the phone. I'm facing 3 - 10 hour shifts beginning today and I just pray I don't end up going off on some hapless iPod owner that gets a little too snarky.

I've already told my manager that I'll do the best I can through the holiday schedule but after that I'm going to bail on iOS one way or another. Oddly enough, even though I can be a major curmudgeon on the phone I've got some of the highest CSATS in our group. Why? I've spent a lot of time poring over group stats for the last couple of months and found that customers seem to value technical competence more than they value warm and fuzzy reps that are not technically adept.

 

[ritesh123]

nice .

 

[majornate]

First post here, I've been reading all the posts from page 1 so far, about to start rereading soon...I applied for the AHA job in late November, early December, got my questionnaire email on December 10th, Recruiter called mid-December to set up an interview for January 17th..Hopefully I'll be in the March class!

I just wanted to say that it is really nice to see such a helpful group of people supporting others.

 

[MrMacMack]

...

 

[IceFire]

Finished with nesting! So far CPU is not so bad. There's actually some breathing time between calls even though it's the holidays (I personally think they over staffed.) I think most people got iOS devices for Christmas. Also, many seasoned agents who are skilled in both CPU and iOS will agree that CPU customers are nicer. Any customer that I've had so far that shows any sign of being irate has been easily smoothed. Liking it so far!

 

[Naboh]

Healthcare

Anyone know what the employee contribution is? $$$?
Tiered?
Also Hardware discount?$? and how soon after starting?
Thanks.

 

[AngryGerbil]

Finished with nesting! So far CPU is not so bad. There's actually some breathing time between calls even though it's the holidays (I personally think they over staffed.) I think most people got iOS devices for Christmas. Also, many seasoned agents who are skilled in both CPU and iOS will agree that CPU customers are nicer. Any customer that I've had so far that shows any sign of being irate has been easily smoothed. Liking it so far!

I work in iOS and Dec. 26th was a bit crazy but yeah, I think they overstaffed, we're getting 3 - 4 minutes in Avail. rather than the usual 4 seconds. I'm thinking the overstaffing and mandatory OT is their way of doing Christmas bonuses. With the holiday off time pay and OT I racked up 87 hours last week.

While some iPhone calls still come in, the bulk of the calls are iPad mini's and those freaking iPods. God I hate iPod calls, 90% of them are 14 year olds.

 

[MrMacMack]

...

 

[AngryGerbil]

Today has been fairly busy for me. Had over 30 calls and still working. On a 15 minute break at the moment.


I am so thankful I am CPU. I do not think I would enjoy iOS too much. Maybe you will be able to switched over to CPU or possible promotion some time soon??

30 calls is great, our group average for an 8 hour shift is low 20's.

We can try for another shift/cue after 6 months and I desperately want to move over to CPU but not sure I can take iOS too much longer. I've got resumes going out daily.

 

[MrMacMack]

...

 

[Pilot DC]

A+ is pretty much worthless in any real world situation and a cs degree won't help that much either. A lot of experience with Macs and OSX will probably help more then anything else.

I don't know what you focused on in school but you're wasting a 4 year CS degree doing AHA stuff for apple.

The people that seem to be most successful at this are typically 1. devoted Apple fanatics 2. relatively intelligent 3. have customer service backgrounds 4. have a modicum of sales skills and 5. have a great deal of patience with the general public.

I consider myself to have above average intelligence but pretty much fail in the other categories.

Once again, I am in 100% agreement with AG. I too am A+, Network+, and have a technical degree all of which are worthless in this job. If you are am apple "fanboy" who loves being a customer service rep, you will love this, and probably do well. This is a customer service job. The tech support is secondary.

 

[Pilot DC]

While I agree with much of what lantabiker said in the above post my biggest problem is that I have to pretend to be somethinpg I'm not while on the phones. I like solving technical issues on computer systems, not dealing with consumer's problems with iTunes accounts. The job is in fact what you make of it but I want to kill something after spending 8 hours on the phone. I'm facing 3 - 10 hour shifts beginning today and I just pray I don't end up going off on some hapless iPod owner that gets a little too snarky.

I've already told my manager that I'll do the best I can through the holiday schedule but after that I'm going to bail on iOS one way or another. Oddly enough, even though I can be a major curmudgeon on the phone I've got some of the highest CSATS in our group. Why? I've spent a lot of time poring over group stats for the last couple of months and found that customers seem to value technical competence more than they value warm and fuzzy reps that are not technically adept.

I nearly got into an argument with my manager who is a total koolade drinker. He is into that totally fake CX service stuff. My position was people want the problem fixed more than me ooing and ahhing over their Mac and not resolving the issue. He seems to disagree somewhat. My resume is out as well.
If I was sentenced to iOS, I would not make it.

 

[AngryGerbil]

I can totally see why you want out of iOS. I really hope that you can get moved over. It's a great company to work for if you're in the right department.

Also, wonder how you got setup on iOS and not CPU in the beginning? For me as well as many others, no one had a clue if we were hired for iOS or CPU until they told us during day one of new hire orientation. I got CPU because I think of my experience working with computers. You seem to have a lot of experience with computers as well.. so your situation is really strange. Sorry man... that does suck.

Everyone else hired and taking the calls what do you all do in between calls. Do you walk around in your room, exercise, use another computer to do personal web browsing, etc? I study a little bit and research the articles.

Apple is an OK company to work for but the fact is they didn't even make the 2012 Forbes list of the best 100 companies to work for. If you've spent any time working in the tech sector there are a heck of a lot of companies that blow Apple out of the water... Intuit and Adobe come to mind.

As far as being stuck in iOS, that's the only group they were hiring for back in July. Had I waited a few week to apply I would have been interviewing for CPU instead of iOS. Luck of the draw I suppose.

As far as time in Avail.. up until the last couple of days, we had no time between calls. We seem to get 3 - 5 minutes Avail time now and during that time I'll either assist people in the chat room, analyze gbi portal stats or do NY Times crosswords on my iPad.

 

[lantabiker]

Well the 12/3ers crew just completed our final exam. I believe we retained most of the family and only lost maybe 2 or 3 throughout the entire 4 week process. But wow, what a ride.

The final test, for me and a few others, was a bit tougher. I'm guessing due to the new info learned in the last few days, but everything we were able to locate and got through it.

Again, for those just entering class and testing, simply pay attention and you'll be able to locate most answers in the study material. Yes, getting hired is a long process, but once completed, it will be worth it. And customer support isn't for everyone, but it pays more than unemployment. LOL.

Hang in there folks!

 

[macrobatt]

Well the 12/3ers crew just completed our final exam. I believe we retained most of the family and only lost maybe 2 or 3 throughout the entire 4 week process. But wow, what a ride.

The final test, for me and a few others, was a bit tougher. I'm guessing due to the new info learned in the last few days, but everything we were able to locate and got through it.

Again, for those just entering class and testing, simply pay attention and you'll be able to locate most answers in the study material. Yes, getting hired is a long process, but once completed, it will be worth it. And customer support isn't for everyone, but it pays more than unemployment. LOL.

Hang in there folks!

Congrats on finishing hopefully ill be in your shoes soon

 

[Mr.Gadget]

How about part time second job

How about working as an At Home Advisor part-time as a second job? Is it flexible enough? My current job is the typical 7-4 M-F gig.
Thanks!

 

[Pilot DC]

I dont want to start anything... but there have been some negative comments lately about this job ..... and just wanted to chime in.....

I love this job ... granted only on phones for a week but its amazing. Its a love or hate thing i guess. The calls are fun. This is only my opinion and to each his own.

My advice is to give it a fair chance and form your opinion... and don't ruin it for everyone else in the process... just sayin.

Good luck to all. Merry.Christmas!

You said give it a fair chance to form an opinion, yet you espoused your opinion after only a week on the phones.

I have been on the job a lot longer than you and have earned the right to offer my opinion as have a few others on here.

Apple is a great an powerful company, no doubt about it. The job itself is a call center type position regardless of where you sit doing it.
You are expected to fix the customer, hopefully the problem, but the focus is on the customer feeling like he talking to a hip, cool advisor. This is fine I suppose, but it is harder than it seems when you have customers that are not always in the mood to be "fixed", and maybe you aren't in the mood to verbally drool over their Mac.
The benefits are great, as you would hope from Apple, but the job itself is NOT for everyone.
If you are looking for an IT career, look elsewhere. This is a customer service job. I cannot stress this enough. Being at home, you are far removed from the real Apple corporation environment, and you will see the emails announcing every party and food fest they have.

I myself want a real IT career, and I will not find it here, nor will you. Like I said, and others have said too, if you love customer service, and all the metrics of a call center, you might love this. People on my team do, albeit they are usually under 25, and this might be a big job for them. For me, this helps pay the bills until I find something more in line with where I want my career to go. I hate dealing with the general public, and when you have had the time to deal with the spoiled kids and their $1500 who are whining because they cannot sync their iTunes properly, or the old lady who cannot remember her admin password, you'll see what I mean.
Yes, I have earned the right.

 

[macrobatt]

I myself want a real IT career, and I will not find it here, nor will you.

Ok yes at home we are far removed from Cupertino, and any brick and mortar call center apple has. Now I don't work for the company at this point but in every step of the process i have heard about all the opportunities to move up and over to other departments ect. So whats the real deal are there the opportunities there are they over stated or what?.( I don't mean this to sound rude its just frustrating hearing different info)

 

[Trevorman]

How about working as an At Home Advisor part-time as a second job? Is it flexible enough? My current job is the typical 7-4 M-F gig.
Thanks!

Negative.

For part time AHA shifts you are required to have complete flexibility for all potential shifts with the possibility of being scheduled for more hours as needs arise. Only for the college AHA program will they work around your semester schedule.

 

[AngryGerbil]

Ok yes at home we are far removed from Cupertino, and any brick and mortar call center apple has. Now I don't work for the company at this point but in every step of the process i have heard about all the opportunities to move up and over to other departments ect. So whats the real deal are there the opportunities there are they over stated or what?.( I don't mean this to sound rude its just frustrating hearing different info)

I'm afraid there's no one size fits all answer. It depends on who you are, what you're looking for and where you want to go.

 

[Trevorman]

Ok yes at home we are far removed from Cupertino, and any brick and mortar call center apple has. Now I don't work for the company at this point but in every step of the process i have heard about all the opportunities to move up and over to other departments ect. So whats the real deal are there the opportunities there are they over stated or what?.( I don't mean this to sound rude its just frustrating hearing different info)

Moving up within the AHA program is certainly an "easy" possibility and can happen at any time management has an opening and they think you have earned a higher position.

Moving to other departments requires at least 6 months in your current position before you may apply elsewhere. As they told everyone during training, once you have been in the Apple environment for a while, you have contacts who can hopefully vouch for you. Also an internal paper trail of any work-related discipline, accommodations, awards, etc. obviously give you an edge over an external candidate who Apple does not "know" as well.

So pretty much like any other company as far as moving up. Really nothing super special or unique with Apple. If you want a different job you have to show you want it and work toward it. Don't expect it to happen without work.