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Apple At-Home Advisor...

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Drucife614 said:
What made you change your mind if I can ask?
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BrandonR22 said:
Oh wow! How come you didn't accept it?
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No worries.

There's a box outside my apartment which connects me to the Internet. Every now and then (three times thus far) some neighbor has been messing with it, (my Time Warner guy said they're trying to steal someone's cable). So I lose my Internet and it takes time for them to come out and fix it.

I talked with my recruiter who said if I took the job, lost my Internet for a couple days, and if I was fired because of this, I wouldn't be eligible for the program in the future.

I played it safe for now and bowed out. I did, however, accept a movie theater job and I have always wanted to work for one. I have orientation today. Excited.
 
kmagenta said:
Know what RAM, hard drive, software vs. hardware, and CPU are. Know types of operating systems. Know uses of WIFI, Hotspot, routers, and bluetooth.

Know your computer specs. Know how to troubleshoot: internet issues, iPhone not connecting, usb not working, a printer not printing, not receiving/sending emails, a computer that isn't printing.

Know: Safe mode and when you would use it. Why Apple? Why AHA position?

Be able to answer standard "tell me about a time you...." type questions, and emphasize empathy in the answer. Most of these questions will be customer service oriented.

Try to focus on explaining things simply and with empathy. They don't want you to come off too nerdy (that you are nonhuman), but still smart enough to know that you have the ability to learn and do the job well.


I hope that helps! ;)
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Kmagenta,
Thank you so much for the reply! It helps a lot!
 
Jedi Master said:
Despite the training and tests you're going to be clueless when you first start in on the phones and the stuff you really need to know can only be learned OTJ

How long before the comfort zone with both the tools and questions. I'm thinking it was like 30-60 days for most of it. Ah the tools are great, well ok then good?

iOS sound like a pain......
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Seriously... you really don't want iOS unless you love customer service and a lot of the same types of calls over and over.

About 60 days will put you far enough into the learning curve where you'll be comfortable. So far the steepest learning curve has been getting the hang of iLog. You get used to talking to customers pretty quickly but for the first week or so I was filled with dread every time I put on the headset.

Maybe once a day I'll get a call that's a real blast... meaning a smart customer with a great sense of humor. Most calls are pretty humdrum though and there are a few where you just want to throw the phone out of the window.
 
AngryGerbil said:
Seriously... you really don't want iOS unless you love customer service and a lot of the same types of calls over and over.

About 60 days will put you far enough into the learning curve where you'll be comfortable. So far the steepest learning curve has been getting the hang of iLog. You get used to talking to customers pretty quickly but for the first week or so I was filled with dread every time I put on the headset.

Maybe once a day I'll get a call that's a real blast... meaning a smart customer with a great sense of humor. Most calls are pretty humdrum though and there are a few where you just want to throw the phone out of the window.
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Hi AngryGerbil,
What is the difference between the IOS department and the CPU department? Also, how do we know which dept we will be working for if hired?
 
Drucife614 said:
Lol did you wanna do it naked? Could of just covered up the cam. I don't see why there would be a dress code, it's your home and no one sees you.
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just the way it was worded brought the thought that they were going to be recording your every minute while you were servicing on their webcam. no..... i dont service nekkid, just the whole thought of big brother watching you. (and isnt one of the points that you can service in your sweats) :p
 
micah2468 said:
just the way it was worded brought the thought that they were going to be recording your every minute while you were servicing on their webcam. no..... i dont service nekkid, just the whole thought of big brother watching you. (and isnt one of the points that you can service in your sweats) :p
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They will monitor what you are doing on the computer during calls. Especially if it is a QA monitor. Chances are your activity will always be recorded in case they have to go back and review a call but they are not watching you on the camera. This is just my opinion based on experience. Camera will be used for meetings with your manager, and team meetings. They can't physically have someone there 24/7 for all employees watching video of what you do. Not enough employees to do that plus weird. Every call center job I have ever had they recorded desktop activity for QA sessions and in case they have to refer back to something whether it is for a support issue for customer or disciplinary action.
 
dxstewart said:
No worries.

There's a box outside my apartment which connects me to the Internet. Every now and then (three times thus far) some neighbor has been messing with it, (my Time Warner guy said they're trying to steal someone's cable). So I lose my Internet and it takes time for them to come out and fix it.

I talked with my recruiter who said if I took the job, lost my Internet for a couple days, and if I was fired because of this, I wouldn't be eligible for the program in the future.

I played it safe for now and bowed out. I did, however, accept a movie theater job and I have always wanted to work for one. I have orientation today. Excited.
Click to expand...

Well that blows! Glad you got another job. See I've been worried about that. Like what if I get a storm that knocks power out for 1 or more days? The longest I've been without power here since I moved here has been two maybe three days. I would hope they would not take it out on me since it would not be my fault that mother nature decided to PMS
 
dxstewart said:
No worries.

There's a box outside my apartment which connects me to the Internet. Every now and then (three times thus far) some neighbor has been messing with it, (my Time Warner guy said they're trying to steal someone's cable). So I lose my Internet and it takes time for them to come out and fix it.

I talked with my recruiter who said if I took the job, lost my Internet for a couple days, and if I was fired because of this, I wouldn't be eligible for the program in the future.

I played it safe for now and bowed out. I did, however, accept a movie theater job and I have always wanted to work for one. I have orientation today. Excited.
Click to expand...

Oh wow! That's crazy! Sorry to hear that! And TWC sucks! I made 2 apts. last month for them to come out and they never called or anything. And it was my line was not getting enough power to the modem. I've pretty much had it with them. Which theatre did you apply for? I'll come visit you :p I hope you say stonebriar, or fire wheel cause those are the ones I like. Lol
 
retroryan81 said:
They will monitor what you are doing on the computer during calls. Especially if it is a QA monitor. Chances are your activity will always be recorded in case they have to go back and review a call but they are not watching you on the camera. This is just my opinion based on experience. Camera will be used for meetings with your manager, and team meetings. They can't physically have someone there 24/7 for all employees watching video of what you do. Not enough employees to do that plus weird. Every call center job I have ever had they recorded desktop activity for QA sessions and in case they have to refer back to something whether it is for a support issue for customer or disciplinary action.
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I do know both those things. It was just the way that kelly worded the webcam that made it appear that they were going to use it to monitor you while you serviced. And when I had the interview, I asked them about it for clarification.

I do know that calls are recorded and randomly listened to. I do believe they also do live listens and can view your screen in the recording after the fact.

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Drucife614 said:
Well that blows! Glad you got another job. See I've been worried about that. Like what if I get a storm that knocks power out for 1 or more days? The longest I've been without power here since I moved here has been two maybe three days. I would hope they would not take it out on me since it would not be my fault that mother nature decided to PMS
Click to expand...

in previous positions I have held, if it is a weather thing or something with the cable company doing maintenance (something out of your control) than you get an excused absence. Now, that was for different companies, so I cannot speak for either apple or kelly for that.
 
micah2468 said:
...

in previous positions I have held, if it is a weather thing or something with the cable company doing maintenance (something out of your control) than you get an excused absence. Now, that was for different companies, so I cannot speak for either apple or kelly for that.
Click to expand...

Apple has protocols for things beyond your control. If you call in beforehand and report it to the toll-free number (you speak to someone) and your Team Manager and/or the Manager on Duty it will be documented in your schedule for that day. If you do it right, you won't incur any infractions or attendance warnings. The key is communication. And they will request verification of your downtime. If your Internet is down, you'll need to contact your ISP's technical support and open a ticket. You provide that ticket number to your Team Manager. It doesn't pay to try and get slick, stuff can be verified.

Kelly is a different story. Very inflexible because it's a staffing company. Folks come and go. Worried about keeping their contract with Apple, that's about it.
 
I really hope I don't have too much of a hassle with HireRight.. Im so looking forward to working, I've already rearranged my desk and chair :p
 
Soo I got my offer call on the 5th, and I still haven't gotten my official offer email. How long does it normally take? I know I saw Jedi sat 1-3 weeks. I just wanted to make sure because I thought I remembered the lady saying 3-5 days during the offer call.
 
kady63 said:
Hi AngryGerbil,
What is the difference between the IOS department and the CPU department? Also, how do we know which dept we will be working for if hired?
Click to expand...

CPU supports CPU's: iMac, Mac Pro, Mac Mini, MacBook Pro, and MacBook Air.

iOS supports iOS devices: iPad, iPhone, iPod.

Both groups do things like help people with Apple ID or iCloud issues. But generally, if someone calls CPU about an iPad or has an issue syncing with a CPU, it goes to iOS. You'll learn the idiosyncrasies.

You may get told what you're being interviewed for, or you may not find out until your paperwork session. You don't get a choice though.
 
Drucife614 said:
Well that blows! Glad you got another job. See I've been worried about that. Like what if I get a storm that knocks power out for 1 or more days? The longest I've been without power here since I moved here has been two maybe three days. I would hope they would not take it out on me since it would not be my fault that mother nature decided to PMS
Click to expand...

Yea, I guess it's the trade-off (as opposed to your car stalling on you). I didn't realize they'd possibly fire you over something like that; you cannot control outside forces. haha

BrandonR22 said:
Oh wow! That's crazy! Sorry to hear that! And TWC sucks! I made 2 apts. last month for them to come out and they never called or anything. And it was my line was not getting enough power to the modem. I've pretty much had it with them. Which theatre did you apply for? I'll come visit you :p I hope you say stonebriar, or fire wheel cause those are the ones I like. Lol
Click to expand...

TWC does kind of, but I'm sure these neighbors aren't helping. It's Angelika.
 
dxstewart said:
Yea, I guess it's the trade-off (as opposed to your car stalling on you). I didn't realize they'd possibly fire you over something like that; you cannot control outside forces. haha



TWC does kind of, but I'm sure these neighbors aren't helping. It's Angelika.
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Oh! Awesome, the one off Bishop? How did your orientation go? :)

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mumster said:
I did that too!

Sent them more documents today.
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Thats what Im thinking I should do, Im still great friends with one of my employers. And she just texted me telling me Hireright left her a VM just a few minutes ago. So shes going to fax them a verification letter cause she doesn't have time to deal with those people. I told her how horrible they are. I sent in a voided current check of current employer so maybe that takes the verification off where I currently work. What documents did you send in?
 
Perks?

So I'm trying to get a cumulative list of perks together for reference. The more I research, it seems like we as AHA advisors get quite a bit of perks, but I can't tell exactly any differences between perks for us and other brick-and-mortar employees. I'm a student employee, so a few perks may be different from regular AHA's.

1. Insurance (Dental/Vision/Health)
2. 401K with Apple Matching
3. Discounts (%25 off new Mac, or $200 off iPad + friends & family)
4. Tuition reimbursement (Student only)
5. Phone and internet reimbursement
6. 50gb free iCloud storage (Can anyone confirm?)

Anyone have any additions or changes?
Go :apple:.
 
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TRSturbo said:
So I'm trying to get a cumulative list of perks together for reference. The more I research, it seems like we as AHA advisors get quite a bit of perks, but I can't tell exactly any differences between perks for us and other brick-and-mortar employees. I'm a student employee, so a few perks may be different from regular AHA's.

1. Insurance (Dental/Vision/Health)
2. 401K with Apple Matching
3. Discounts (%25 off new Mac, or $200 off iPad + friends & family)
4. Tuition reimbursement (Student only)
5. Phone and internet reimbursement
6. 50gb free iCloud storage (Can anyone confirm?)

Anyone have any additions or changes?
Go :apple:.
Click to expand...

I havent hear anything ever about the iCloud. That would be amazing though!
 
TRSturbo said:
So I'm trying to get a cumulative list of perks together for reference. The more I research, it seems like we as AHA advisors get quite a bit of perks, but I can't tell exactly any differences between perks for us and other brick-and-mortar employees. I'm a student employee, so a few perks may be different from regular AHA's.

1. Insurance (Dental/Vision/Health)
2. 401K with Apple Matching
3. Discounts (%25 off new Mac, or $200 off iPad + friends & family)
4. Tuition reimbursement (Student only)
5. Phone and internet reimbursement
6. 50gb free iCloud storage (Can anyone confirm?)

Anyone have any additions or changes?
Go :apple:.
Click to expand...

Is Student Tuition Reimbursement confirmed?!
 
malivice26 said:
My story:

I had the third interview last wednesday, 4/10. I was told that it would take up to a week to hear back from someone. The next day, I received a request for a background check through HireRight. After submission, I checked the website for completion all through the weekend. This morning, HireRight said that the report was complete. I perused the documentation, but there were no discrepancies. I had to leave the house today, but when I returned there were two missed calls from an unfamiliar number but no messages were left. I was able to determine through an internet search that the person who had called was the male recruiter from the second interview. I tried to call the number back, but got no answer (it was much later in the evening). So I've got my fingers crossed. Either the recruiter called to tell me I had the job or better luck next time. I hate that I missed the phone call. What do you folks think?
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Well, I've tried to call the recruiter several times today but the phone just keeps ringing. In about 45 minutes I have to leave the house for a few hours but I'm afraid I'll miss the call again, as this will be during the time frame that they called yesterday! This is nerve racking!
 
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