Apple At-Home Advisor...

[ProvidenceCutie]

Customer service director

My boyfriend just accepted this job and he has no idea what it is either. Anyone have a clue?

What your role will include:
This inbound position is the call center front line which provides the best-in-class quality customer service on every call. Following a standard call flow and problem resolution process, you will verify the available customer product coverage, perform problem analysis, resolve and close the problem whenever possible; or route the caller to the appropriate level of support. You will be responsible for documenting all calls accurately using call tracking/case management system. You will also be responsible for some light up selling of long-term protection plans.

 

[clive007]

rejection email

Those of you who got a rejection email, how long did it take after your last call and did you have an idea it was coming? I noticed at least on here, more then not seem to get the position if they make it to the 3rd interview

 

[Serprus]

Those of you who got a rejection email, how long did it take after your last call and did you have an idea it was coming? I noticed at least on here, more then not seem to get the position if they make it to the 3rd interview

As far as rejection emails goes I noticed in the past that they always give people the offer calls first and after they have everyone hired they send everyone else rejection letters.

For me I just had my 3rd interview yesterday and five hours later received my HireRight email for background check but seems like they send it out within 24-48 hours after final interview.

Good luck!

 

[April Knight]

Updating my progress so far. Just spoke to the infamous "M.L." It was a very pleasant interview with the (apparently) standard customer service questions, some technical questions, and some lighthearted chat. He said that if I keep doing what I'm doing, things are looking good for me. Said he'd recommend me to a team manager and that I should hear back in 2-5 days concerning training starting on the 19th of August.

Very, very excited. Good luck to all others currently in the process as well.

 

[Serprus]

Updating my progress so far. Just spoke to the infamous "M.L." It was a very pleasant interview with the (apparently) standard customer service questions, some technical questions, and some lighthearted chat. He said that if I keep doing what I'm doing, things are looking good for me. Said he'd recommend me to a team manager and that I should hear back in 2-5 days concerning training starting on the 19th of August.

Very, very excited. Good luck to all others currently in the process as well.

Congrats on getting this far! Sounds like all you have left is a final interview, then if selected a background check!

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Question,

How long does the HireRight process take? Just filled mine out last night.

 

[macgeek01]

Any tips for the tests?

The training is extensive and the tests are open book so you shouldn't have anything to worry about even if you are brand new to Mac. Apple doesn't expect you to remember everything but how to use your resources to find solutions. In the very unlikely chance you can't pass the tests then tech support of any kind probably isn't your thing.

 

[mariapplesauce]

Congrats on getting this far! Sounds like all you have left is a final interview, then if selected a background check!

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Question,

How long does the HireRight process take? Just filled mine out last night.

Mine took about a week & a half. mine completed yesterday and i just got the offer call today.

 

[macgeek01]

iOS can do that too, at least in terms of the computer screen. It's just rarely worth the effort. Most people who can't open Safari on an iPhone aren't going to do very will with enabling screen sharing on their computers. Usually it's easier to say "now tell me what you see" fifty times in a row than it would be to set up a screen sharing session.

Interestingly enough, Bomgar claims to have an iOS screen sharing process that would simplify our lives substantially, but Apple doesn't use it.
en notes, open internet, and open access to your previously assigned training modules. Anyone who fails is probably better served in another line of work.

According to the Bomgar website:

With the Bomgar iOS Customer Client app, the remote user can chat with the representative, share images from the camera roll, and co-browse web sites.
The representative can also transfer files to the remote device and view its system information.

Sounds like screen sharing is not permitted by the iOS SDK which is what I assumed. You definitely have some good insight on the job!

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speaking of IOS 7, I know you probably cant speak too much on it but I just want to be sure that for the groups of us that will still be in our nesting periods around the fall when it drops, will we get a substantial amount of training on IOS 7 possibly even able to install a approved betas for our IOS devices beforehand so we don't just go in with our eyes blinded.

With Apple expect very little training on new products before they are released due to their secrecy. I imagine they never provide iOS betas to phone reps.

 

[clive007]

Updating my progress so far. Just spoke to the infamous "M.L." It was a very pleasant interview with the (apparently) standard customer service questions, some technical questions, and some lighthearted chat. He said that if I keep doing what I'm doing, things are looking good for me. Said he'd recommend me to a team manager and that I should hear back in 2-5 days concerning training starting on the 19th of August.

Very, very excited. Good luck to all others currently in the process as well.

I think you and I are in the same boat BlakeAU, but I was told about training starting later in August. Did you get the hire right email yet? I have not

 

[AppleGrandma]

*

 

[1AppleNoOrange]

Oh yeah... forgot about that. We didn't lose anyone but it's possible. They do go out of their way to make the tests passable for everyone though. If you can't hack the exams there's no way you should be on the phones anyway.

quick question, so I received my offer call, he said I should receive a official offer email in about two weeks or so but also said something about receiving physical mail soon as well. Am I to expect both forms of mail around the same time ? Is this the same package people speak of with our equipment or is there two packages you receive, one with some other info? i know i am not to hear from my TM until about a week before training so I figured that's when equipment comes. And i also received another phone call recently from the same guy i received the offer call from but I missed it, is this Normal? What could be a reason for him to call again? I don't know why but it Has me a little nervous to call back lol ( I will call him back though) lol

 

[chosen105]

Hi sorry to repost but does any one know if august 12 class is IOS or CPU? The lady who gave me the offer call didnt say which and she said that the class was also being considered for full time positions but didnt clearify exactly.

 

[Serprus]

Hi sorry to repost but does any one know if august 12 class is IOS or CPU? The lady who gave me the offer call didnt say which and she said that the class was also being considered for full time positions but didnt clearify exactly.

Im going to guess its iOS because my class will start on August 5th and its for CPU but then again I may be wrong

 

[imacallday]

Hi sorry to repost but does any one know if august 12 class is IOS or CPU? The lady who gave me the offer call didnt say which and she said that the class was also being considered for full time positions but didnt clearify exactly.

I was told it was a cpu class. The TM that interviewed me said he was a cpu manager. Confused, because my first int said aug 12, the second said aug 26 and ios and the third said aug 12 cpu. You heard this was for full time?

 

[chosen105]

I was told it was a cpu class. The TM that interviewed me said he was a cpu manager. Confused, because my first int said aug 12, the second said aug 26 and ios and the third said aug 12 cpu. You heard this was for full time?

Yes, the lady who called with the offer said that this class is being considered for fulltime after training, I was to excited to even verify but im pretty sure thats what she said. I was wondering if anyone else was told this.

 

[Serprus]

Another question I have is that my interviewer told me that they would send us an iMac and a phone to use to accept calls. Can anyone tell me what kinda phone and stuff they send us??

 

[chosen105]

Another question I have is that my interviewer told me that they would send us an iMac and a phone to use to accept calls. Can anyone tell me what kinda phone and stuff they send us??

Im wondering the same thing. Im assuming the business ones that you can switch lines and place them on hold with. Im really hoping for an iPhone tho XD

 

[imacallday]

Another question I have is that my interviewer told me that they would send us an iMac and a phone to use to accept calls. Can anyone tell me what kinda phone and stuff they send us??

yes i was told that too! I was also told that we would be required to take iOS overflow calls when iOS 7 drops.

 

[AppleGrandma]

*

 

[TheHibernian]

According to the Bomgar website:

With the Bomgar iOS Customer Client app, the remote user can chat with the representative, share images from the camera roll, and co-browse web sites.
The representative can also transfer files to the remote device and view its system information.

Sounds like screen sharing is not permitted by the iOS SDK which is what I assumed. You definitely have some good insight on the job!

I know we just screen share and don't control desktops, but this was the point that I was getting at (from further down that same page).

"Can Bomgar Remote Control an iPad or iPhone?

Full remote control of iPad, iPhone or iPod touch is in violation of Apple terms and conditions. Bomgar continues to monitor the situation and is prepared to offer the ability to remote control iPad, iPhone and iPod touch devices once a sanctioned method is made available. However, at this time, neither Bomgar nor our competitors may legally remote control Apple iOS devices."

They're clearly implying that they have the technical ability, even with the current development kit, and Apple's terms and conditions are the only road block. If they can give you full control, then they can give you a look at the screen. Apple just doesn't want them to do so.

Perhaps I misread your original statement. I got the impression that you didn't think we had screen sharing available to us. We do, but it's not typically worth the effort. The people who can't manage to double-click on the iTunes icon or check out the device manager/system profiler are not going to be very successful at initiating a screen share either. We just grin and bear it.

 

[1AppleNoOrange]

If you were scheduled to be in August 26th class, he may be calling to ask if you can/want to move you up to August 12th class. That's what my call was.

Your fulltime IOS too or they tried switching you to something else? Because I'm jumping up and down just thinking I can start earlier

 

[TheHibernian]

Story tonight, just to break up the application/hiring monotony:

Pleasant old lady calls in and needs help with an Apple ID.

"What is the Apple ID that you're calling about?"
"I think you could probably use xxxxxx@xxx.com."
"Is that your Apple ID?"
"I think it should be."
"When did you set it up?"
"Oh I never did. This is my first iPhone."
"So you don't have an Apple ID?"
"Well not yet, but it should be my email address, right?"
{Note the subtle nuances of the word 'should' here. She's thinking about what should happen in the future. I'm thinking about what I should be able to review right now.}
"Yes Lady X, it has to be an email address."

...Skip ahead 20 minutes or so, and assume that I have her just about done setting up her Apple ID. She has no computer, so we've been doing this on her iPhone, with an iOS keyboard that she can hardly see and on a cellular data connection that completely blows.

"Well that made my screen go black."
"What made your screen go black?"
"Whatever you just had me do."
"Choosing 'next' made your screen go black?"
"Yep. I did that and now it's just black."
"Can you press that little button on the top of the phone for me and tell me what happens?"
"Nothing."
"Okay, press it one more time and let me know what you see."
"Yep. Did it again. Nothing."

"Lady X, when was the last time you charged your phone?"
"Oh yeah, I guess it was getting a little low."
"Your battery is dead now, dear. Please charge it up and then review the email that I'm about to send you. It will help you get that ID set up."
"How will I read the email?"
"I'd recommend trying to use a friend's computer or something. That might make it easier for you."
"Which friend should I call?"

This story may or may not have been true.

 

[AppleGrandma]

*

 

[imacallday]

Story tonight, just to break up the application/hiring monotony:

Pleasant old lady calls in and needs help with an Apple ID.

"What is the Apple ID that you're calling about?"
"I think you could probably use xxxxxx@xxx.com."
"Is that your Apple ID?"
"I think it should be."
"When did you set it up?"
"Oh I never did. This is my first iPhone."
"So you don't have an Apple ID?"
"Well not yet, but it should be my email address, right?"
{Note the subtle nuances of the word 'should' here. She's thinking about what should happen in the future. I'm thinking about what I should be able to review right now.}
"Yes Lady X, it has to be an email address."

...Skip ahead 20 minutes or so, and assume that I have her just about done setting up her Apple ID. She has no computer, so we've been doing this on her iPhone, with an iOS keyboard that she can hardly see and on a cellular data connection that completely blows.

"Well that made my screen go black."
"What made your screen go black?"
"Whatever you just had me do."
"Choosing 'next' made your screen go black?"
"Yep. I did that and now it's just black."
"Can you press that little button on the top of the phone for me and tell me what happens?"
"Nothing."
"Okay, press it one more time and let me know what you see."
"Yep. Did it again. Nothing."

"Lady X, when was the last time you charged your phone?"
"Oh yeah, I guess it was getting a little low."
"Your battery is dead now, dear. Please charge it up and then review the email that I'm about to send you. It will help you get that ID set up."
"How will I read the email?"
"I'd recommend trying to use a friend's computer or something. That might make it easier for you."
"Which friend should I call?"

This story may or may not have been true.

Hillarious, cant wait

 

[chosen105]

I'm full time and still trying to find out for sure if its ios or cpu, didn't get a definate answer, but was told that both Aug 26th and Aug 12th were the same so it doesn't appear they are switching position, just dates.

I feel your pain. Which class are you in because mines is Aug 12th.