Apple At-Home Advisor...

[TheHibernian]

Interesting. He actually is a pretty brilliant guy (he managed to get himself a physics degree) but isn't so hot on the life skills and thus the job. I guess we'll see how it goes.

Poor life skills led many of us to our current spots in life. And by "many of us," I mean mainly "me." I'm not knocking your guy by any stretch of the imagination.

I just got a chuckle out of envisioning the way they must have spun that job. Then I saw this subsequent post.

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.

I don't care who you are. That's funny right there. If anybody brilliant starts doing the job, then I'm pretty sure he'll stand out in a hurry.

'Cause all that stuff that the listing says they do... they don't do.

 

[1AppleNoOrange]

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 was told full time IOS was the August 26th class so I'm guessing we are the same

 

[AppleGrandma]

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[mariapplesauce]

My original start date was July 1st. Then they pushed it back to August 26th. Ouch! Now got the call if I wanted to move up to August 12th. Heck Ya!!!! I hope they keep moving it closer as I can't wait to start and can't wait to get paychecks coming in again.....

Oooh I hope this happens to me too!

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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

You'll receive forms/paper work in the mail to fill out during a conference call and then you'll receive the iMac a few days before your start date.

 

[chosen105]

My original start date was July 1st. Then they pushed it back to August 26th. Ouch! Now got the call if I wanted to move up to August 12th. Heck Ya!!!! I hope they keep moving it closer as I can't wait to start and can't wait to get paychecks coming in again.....

Awesome, looks like were in the same class, hope Im full time to because she really left me on a cliff hanger. Anyways congrats my friend lol.

 

[TheHibernian]

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??

The phone is a cheap no-frills unit. Nothing really to talk about there. It's just the link between the call system and your headset (also a cheap no-frills unit). Any phone functions that you'll be doing will be done on your computer screen.

The computer is nice, but it's just for work. So on the plus side, your work computer won't totally suck. On the minus side, you might as well forget about whatever cool stuff you might be planning to do with it. You don't log in until at or near your scheduled start time, and you log out as soon as possible after your scheduled finish time.

In iOS, we also got shiny new iPod touches to use (for a year, as far as I know). They make you install custom profiles and other software that tracks everything so I don't use it a whole lot, but I do have my email and calendars set up, along with home sharing of my iTunes library. It's pretty cool I guess, since I didn't pay for it. For $299... I don't know.

 

[AppleGrandma]

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[macgeek01]

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.

I was referring to the ability to view a customer's iOS screen vs their computer and should have been more specific.

The SDK doesn't provide the APIs to program this functionality although there has been remote access jailbreak apps so it is possible hence Bomgar's statement.

 

[TheHibernian]

I was referring to the ability to view a customer's iOS screen vs their computer...

Can you imagine a world where we got full-out control of iOS screens? Set aside viewing, which would certainly help, and think about actual control.

Any issue that could be fixed on the phone would be fixed in about three minutes. There are only so many possible settings to change.

Any issue that was headed for a software restore would at least be identified within eight or nine minutes. This is allowing for restarts and resets and whatever, although I guess we would have to tell the customers to press the buttons.

Diagnostics would be done in 5-10 seconds. For some reason, people take forever to get the SMS or the email opened up, and the conversation about how to enter "diags://" into Safari can be a real humdinger.

Those of us who started posting AHT of 4 minutes and resolution of 95% would look awesome for a while, until the bosses caught on and shifted the playing field.

 

[Serprus]

Can you imagine a world where we got full-out control of iOS screens? Set aside viewing, which would certainly help, and think about actual control.

Any issue that could be fixed on the phone would be fixed in about three minutes. There are only so many possible settings to change.

Any issue that was headed for a software restore would at least be identified within eight or nine minutes. This is allowing for restarts and resets and whatever, although I guess we would have to tell the customers to press the buttons.

Diagnostics would be done in 5-10 seconds. For some reason, people take forever to get the SMS or the email opened up, and the conversation about how to enter "diags://" into Safari can be a real humdinger.

Those of us who started posting AHT of 4 minutes and resolution of 95% would look awesome for a while, until the bosses caught on and shifted the playing field.

If they even put the ability to do that in a phone, and with so many jailbroken devices. I could see that as a huge security hole and be massively exploited on devices. Would be neat though

 

[iFarmer]

.

 

[TheHibernian]

If they even put the ability to do that in a phone, and with so many jailbroken devices. I could see that as a huge security hole and be massively exploited on devices. Would be neat though

Yeah, I know. There are clearly reasons why they don't do it that way.

Holy smokes would it be cool though. Twenty minutes of "okay now tap that little blue thing over there, and tell me what happens..." would be replaced with 60 seconds of silence and then, "Okay, I just fixed it for you and you'll get an email telling you what I did."

The screen sharing side of things would be a bit of a happy medium in that context, but I guess even then you would have spying problems and all sorts of other stuff to consider.

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Except snipe APP sales...

They actually routed one to me today, believe it or not. I saw the red bar and started my usual routine. The lady interrupted me and said she just wanted to buy APP. No tech issue or anything. She just wanted to buy. I did a double-take when I saw that a call director had sent it to me.

I'll take it.

 

[AppleGirl123]

Poor life skills led many of us to our current spots in life. And by "many of us," I mean mainly "me." I'm not knocking your guy by any stretch of the imagination.

I just got a chuckle out of envisioning the way they must have spun that job. Then I saw this subsequent post.


I don't care who you are. That's funny right there. If anybody brilliant starts doing the job, then I'm pretty sure he'll stand out in a hurry.

'Cause all that stuff that the listing says they do... they don't do.

An AG imposter?

 

[AngryGerbil]

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

I'm a bit rusty regarding the hiring process since it's getting close to a year but if I recall, I received a packet of new employee forms and brochures (including I-9) and then about a week later my phone, iMac and iPod.

We sent out training iPods back about a month after training but they recently decided that reps do better with a device in front of them so they sent us all new iPod 5th gens. So for anyone in iOS you'll probably keep the iPod for the duration of your employment.

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If they even put the ability to do that in a phone, and with so many jailbroken devices. I could see that as a huge security hole and be massively exploited on devices. Would be neat though

How do you know there isn't and Snowden just hasn't told anyone yet?

 

[AppleGrandma]

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[silverunicorn]

My original start date was July 1st. Then they pushed it back to August 26th. Ouch! Now got the call if I wanted to move up to August 12th. Heck Ya!!!! I hope they keep moving it closer as I can't wait to start and can't wait to get paychecks coming in again.....

I was offered the 8/26 class and then called and offered the 8/12 class on Monday. I jumped right at that since I was originally supposed to start two days ago!

 

[AngryGerbil]

I'd be amazed if I was put in iOS because I'm a certified computer guru. When it comes to troubleshooting hardware, software, networking, OS etc I'm totally in my element. I don't think it would makes sense to put me in iOS, that said I have had an iphone, ipad and apple tv for years so I am familiar with them. Apple is the company they are because they know best so we shall see. I'm happy either way and may like the challenges of supporting iOS because it will be something new and different. Then again starting out I might feel more comfortable in my element of CPU tech support.

You mean you think you're a certified guru. If you really were certified i.e CCNA, MCSE etc. you wouldn't be applying for this job. Even so, your background means nothing as far as placement, they put people where they are needed.

I do have cert.'s as well as 20+ years of experience in PC's/Networking and still got plopped in iOS.... much to my dismay.

 

[Patzz]

So far, my process with Kelly has also gone very quickly. My last step was to go into my local Kelly office to show my ID for the I-9. That happened last Friday, June 28. I had already emailed the background check forms. The man at the Kelly office told me the background check had been completed cuz he could see everything in my file.

Yet I still haven't heard anything from my recruiter. My credit is not great. Hope that wasn't an issue. If credit is a big factor, they should mention that in the beginning and save time/work for everyone. The only thing they warned me about was the criminal background check.

Keeping fingers crossed. It's a good fit for me.

 

[1AppleNoOrange]

I'd be amazed if I was put in iOS because I'm a certified computer guru. When it comes to troubleshooting hardware, software, networking, OS etc I'm totally in my element. I don't think it would makes sense to put me in iOS, that said I have had an iphone, ipad and apple tv for years so I am familiar with them. Apple is the company they are because they know best so we shall see. I'm happy either way and may like the challenges of supporting iOS because it will be something new and different. Then again starting out I might feel more comfortable in my element of CPU tech support.

I feel you, I have been told I was going to be in IOS since my first interview so I can almost guarantee that's what you are. I'm ok with that because I know its more of a customer service, most likely why i was put in it because all of my background has been customer service I work for ATT now so all I do is deal with iPhones already and sell att iPads and sit there trying explain to old people that decided to move up to the 21st century how to do stuff. I rather start in Ios, I feel regardless it may be a easier for a beginner to get a feel for the job without as much pressure of messing up, and can probably make it easier for you if you ever move to cpu cuz you will have that customer service side downpack too. i just hope missing that call that I didnt lose my chances to get moved up. But either way like you said I'm happy just to know I have the job at this point.

 

[AppleGrandma]

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[Serprus]

What is this Kelly I keep hearing everyone talk about? I got my offer from Apple corporate direct. Just curious

 

[AngryGerbil]

Sorry to bust your bubble, but I am really certified as MCSE, MCP, A+ Hardware and Network+ plus, FEMA Disaster Certified along several others and I am applying for this job. Also thrilled that I have been hired for it. I have spent decades installing, repairing, updating, configuring and supporting an enitire city's and school district's network, workstations, dealing with students and end users including being on call 24/7 for 911 Dispatch, fire and police. Getting called out of bed at 2am and not getting sleep or home for days because routers, switches and servers at the police department got fried by lightning and neither dispatch or the police mobile units are functioning or communicating gets old. It's life or death stress if 911, fire and police are not functioning, showing empathy and handling an irate customer who's Ipod went through the washing machine will be a piece of cake. I also have 20 years in and don't want to begin learning a new network and don't want those headaches anymore, just need something to supliment my pension. I also love the idea of actually staying home and not sitting in traffic jams everyday. I will be happy no matter where they put me, I'm just happy they are putting me somewhere.
.

My apologies, I stand corrected. I normally would not expect to see too many IT pros applying for this job as there are typically a variety of higher paying opportunities available. I'm in a rather unique position where I'm forced to telecommute for at least a little while, otherwise I would never do customer service work like Tier 1 iOS. You may or may not ultimately enjoy the job... I do not because it just doesn't provide the types of challenges I look for in most jobs.

As a supplementary source income a part time slot would be great for most folks(40 hours would be stretching it). I don't have a pension coming in but I am at an age that makes it hard to get hired for most IT jobs. If you're over 40 it's tough finding any gig, much less if you live out in the boonies.

I truly hope you enjoy your new job at Apple.

 

[1AppleNoOrange]

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Hope you called back and were able to leave a message. And yes you are correct, I'm really fine with either. Can't wait to get started.

Yea I did but to no avail. I hope they switch me automatically, I mean I was originally July 1st so I would hope they figure that of course I would want to start earlier and maybe my offer email will show differently, who knows I'll just wait and see

 

[mariapplesauce]

What is this Kelly I keep hearing everyone talk about? I got my offer from Apple corporate direct. Just curious

kelly is a staffing agency. if you get hired from them the pay is a lot lower than being hired directly from apple.

 

[e²Studios]

My apologies, I stand corrected. I normally would not expect to see too many IT pros applying for this job as there are typically a variety of higher paying opportunities available. I'm in a rather unique position where I'm forced to telecommute for at least a little while, otherwise I would never do customer service work like Tier 1 iOS. You may or may not ultimately enjoy the job... I do not because it just doesn't provide the types of challenges I look for in most jobs.

As a supplementary source income a part time slot would be great for most folks(40 hours would be stretching it). I don't have a pension coming in but I am at an age that makes it hard to get hired for most IT jobs. If you're over 40 it's tough finding any gig, much less if you live out in the boonies.

I truly hope you enjoy your new job at Apple.

The job has a high turnover for a reason, its not for everyone and there's no way in hell I could do it from a patience with idiots perspective. They over hire knowing some won't make it through training (testing or personally) or they won't last in the environment after being there for a few months.

I know the international AHA reps get paid quite a bit more, but that's what you get for being bilingual I suppose. I've read most your posts Mr. Gerbil and I have to say I agree with every one of them. I kinda laugh at the naivete and false sense of hopes and belief from new hires and perspective hires in this thread. Yes its Apple, no its not magical, and it sucks just like every other support job. You are the lowest on the totem pole and you're treated as such. Yes you get a employee discount, but its no compensation for the type of job this is.

Most will glaze over at this, yes, you work for Apple, so what if its miserable..