Apple At-Home Advisor...

[maipoxx]

I have comcast for tv, internet and phone. I added a different number phone line a few years ago with no call waiting, no caller ID or anything extra and I used it for my fax and it is only $10 more a month. My main phone is part of a comcast package deal so I don't know off the top of my head what the cost is. You don't need a business line and don't let them talk you into one. Good Luck

Hmm. I've already told them what i would need the new phone line for, so im not sure if thats even an option now.

They seem pretty persistent on it HAVING to be a business line.

I'm going to go to ATT tomorrow and see what options i can get there.

 

[AppleGrandma]

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[maipoxx]

Do you have a land line phone in your home now? If so I'm pretty sure whoever you have it with can add a different line and number for around $10 a month.You are not a business and you are not Apple, you are just an employee, I don't see how they can insist you have a business line installed at your home. I also believe that Apple will reimburse you up to $50 a month for your internet and phone if that helps. Just curious who is your internet provider? You could possibly get a land line from them also. Just some idea's. Good luck

I'm through Kelly Services So no reimbursement for me.
And yes I do, i have my internet,cable, and phone all through Blue Ridge(local company).

I told them how I am not a business, and that the calls are just going to be forwarded to me, but they told me it needs to be a business line. :/

 

[Patzz]

I'm through Kelly Services So no reimbursement for me.
And yes I do, i have my internet,cable, and phone all through Blue Ridge(local company).

I told them how I am not a business, and that the calls are just going to be forwarded to me, but they told me it needs to be a business line. :/

That is very interesting. More so, strange. Never did anyone mention to me that the phone line must be a business line. And I've heard the rules so many times now during this process. What the heck difference does it make if the line is business or not? That's pure crazy.

 

[maipoxx]

That is very interesting. More so, strange. Never did anyone mention to me that the phone line must be a business line. And I've heard the rules so many times now during this process. What the heck difference does it make if the line is business or not? That's pure crazy.

I've talked to my cable company 4 different times (once in person,twice on the online chat, and once on the phone) and all 4 times they told me i have to get a business line and they gave me a whole nother number that i have to call to get it set up. :/

Maybe i should just go to the place tomorrow and re-explain it to them. I'm not sure if they're understanding correctly..

Hm. Don't know if its worth fighting though. I think my company's just money hungry.

 

[applelover4]

Omg! I was just on probably the same call. Can't believe the more vocal ones were even hired. That call have me a headache. I need a glass of wine now. So much redundancy. I didn't speak once, as everything was said ten times.

Sheesh

I also said nothing as nearly every question that was asked was already covered in the packet or was already mentioned earlier in the call multiple times. I only heard about 2 good questions out of the 100 questions asked. The hour and 30 min call could have easily been covered in about 30 mins at most. I could tell the frustration of the recruiters.


It seems there trying to hire as many people as possible to cover themselves for iOS 7 and Mavericks and the fact that I know half the [people in our call will not make it though training as some didnt know the difference between wifi and hardline lol. Especially iOS 7 though because it such a major design change, I can only imagine the type of calls now haha

Godo thing I have the beta now, so I can prepare myself for the type of redundant questions people asked today.

 

[clive007]

Rejection Email/ Get your act together apple!

Wow, just got the rejection email....Venting......

10 years of experience, A+, MCP certifed and I've been a tier 2 for 3 different companies... More or less I have taken around 20,000 technical support calls....I've also worked on a degree in computer science with a 3.5 GPA and stated I would like a long term career with the company. I know how to give A+ customer service and technical support.

I thought maybe I got hossed on my initial skype call and yes I did!

The skype call could have went a lot better! (not my fault) When she called me, I was sitting there in a suit (in my office) ready for the interview (A professional)

She called me late and her cam was not working. First she instructed me on how to fix my skype/ all my settings were fine. Then I gave her some friendly suggestions on how to fix her cam. She called me back/no go. Then she said "I'll call you back" and hung up fast/rude. After 6 minutes I looked at my phone and saw two missed calls (of course my phone had been muted for the interview) I called her back, did a short interview because we were now running behind on time and she stated I would have an answer by today...of course today rolled around and no answer. So I called her, she said by tonight..>LOL and then boom, the email...

I really wish Apple would get its act together and give people the job based on merit! Instead of memorizing answers to stupid questions off the internet! (RIDICULES) I had a friend of a friend recently get an adviser position with little computer or technical knowledge. So go figure? How stupid and embarrassing this is to me now. If this is how Apple hires for at home support, no wonder people on here are complaining about training being full of incompetent people.

I've seen some people on here say exactly what I'm about to... A lot to do with getting the job is all about who you talk with. If the initial recruiter who gave me the first interview, had given me the second, I'm almost certain I would have been hired. She was nice, reasonable, intelligent and actually asked me meaningful questions. This next one didn't even go over my resume/work history with me... But instead wasted valuable time asking me "What would I say to a customer who dropped a laptop?" Who cares what I'd say, do I have the ability to help them??? That is what matters!

Sorry everyone, but the way apple hires for these positions does not make ANY sense... I see recruiters on here telling people to go memorize answers to questions and call them back... what kind of BS is this........ Get your act together APPLE! And hire right!

 

[Serprus]

Wow, just got the rejection email....Ventings......

10 years of experience, A+, MCP certifed and I've been a tier 2 for 3 different companies... More or less I have taken around 20,000 technical support calls....I've also worked on a degree in computer science with a 3.5 GPA and stated I would like a long term career with the company. I know how to give A+ customer service and technical support.

I thought maybe I got hossed on my initial skype call and yes I did!

The skype call could have went a lot better! (not my fault) When she called me, I was sitting there in a suit (in my office) ready for the interview (A professional)

She called me late and her cam was not working. First she instructed me on how to fix my skype all my settings were fine. Then I gave her some friendly suggestions on how to fix her cam. She called me back/no go. Then she said "I'll call you back" and hung up fast/rude. After 6 minutes I looked at my phone and saw two missed calls (of course my phone had been muted for the interview) I called her back, did a short interview because we were now running behind on time and she stated I would have an answer by today...of course today rolled around and no answer. So I called her, she said by tonight..>LOL and then boom, the email...

I really wish Apple would get its act together and give people the job based on merit! Instead of memorize answers to stupid questions off the internet! (RIDICULES) I had a friend of a friend recently get an adviser position with little computer or technical knowledge. So go figure? How stupid and embarrassing this is to me now. If this is how Apple hires for at home support, no wonder training would be full of incompetent people. So let them suffer it.

I've heard some people on here say exactly what I'm about to... A lot to do with getting the job is all about who you talk with. If the initial recruiter who gave me the first interview had given me the second. I'm almost certain I would have been hired. She was nice, reasonable, intelligent and actually asked me meaningful questions. This one didn't even go over my resume/work history with me... But instead wasted valuable time asking me "What would I say to a customer who dropped a laptop?" Who cares what I'd say, do I have the ability to help them??? That is what matters!

Sorry everyone, but the way apple hires for these positions does not make ANY sense... I see recruiters on here telling people to go memorize answers to questions and call them back... what kind of BS is this........ Get your act together APPLE! Right now, your looking stupid

Wow I am so sorry to hear That kind of happened to me with my first interview, they called me on Skype but for some reason the call did not pop up so he just called me on the phone to interview.

Did you apply with Apple or Kelly? If so try the opposite of which you applied?

 

[iFarmer]

This one didn't even go over my resume/work history with me... But instead wasted valuable time asking me "What would I say to a customer who dropped a laptop?" Who cares what I'd say, do I have the ability to help them??? That is what matters!

Sorry everyone, but the way apple hires for these positions does not make ANY sense... I see recruiters on here telling people to go memorize answers to questions and call them back... what kind of BS is this........ Get your act together APPLE! Right now, your looking stupid

Sorry to break it to you, but your post highlights exactly why Apple chose not to move forward with you. Yes, you need to be able to fix the device, but "fixing" the customer and providing empathy is just as, if not more, important. It sounds like you want a tech support job, not a customer service job, and there are tons out there, so I hope you get it

When a caller says they tripped and fell and dropped their mac and it won't turn on and they have a final tomorrow and the paper is on the Mac, you provide empathy: so sorry that happened, so glad YOU are ok, I'm sure you must be stressed, lets see what we can do to help you with this etc. So yes, you're right; the ultimate goal is fixing the problem. But you have to go at it the "right" way

 

[clive007]

Sorry to break it to you, but your post highlights exactly why Apple chose not to move forward with you. Yes, you need to be able to fix the device, but "fixing" the customer and providing empathy is just as, if not more, important. It sounds like you want a tech support job, not a customer service job, and there are tons out there, so I hope you get it

When a caller says they tripped and fell and dropped their mac and it won't turn on and they have a final tomorrow and the paper is on the Mac, you provide empathy: so sorry that happened, so glad YOU are ok, I'm sure you must be stressed, lets see what we can do to help you with this etc. So yes, you're right; the ultimate goal is fixing the problem. But you have to go at it the "right" way

Please don't give me empathy nonsense...That is the easiest part in the whole problem. "sorry to hear your having that problem, thats awful, I will do my best to help you get that resolved,." I've taken 20,000 calls, been promoted 3 times to tech lead for 3 different companies and handled manger escalations because I know how to retain our customers and give other techs troubleshooting tips. The only thing my post highlighted was the short comings of Apples interview process.

 

[NoMoKitties]

Phone line

I am a new hire, begin next Monday, July 8. Both the informational conference call and the call from my team manager said to get either an analog or digital phone line...no VoIP. No features need to be on the phone--no call waiting, no caller id, and you only need local service. I use AT&T Uverse for home Internet and tv. I added an Ethernet port in the new "office" and had a basic phone line installed next to that. Apple will reimburse $50/month to help with the costs.

The hardest thing now is my BOX arrived today and I can't open it until Monday. I have NO SELF CONTROL at birthdays and Christmas. So, I'm leaving town until Monday. . My team manager also said there is a special box from Apple....and I can't open it until we receive specific directions Monday. Evil!

I, too, am not your average tech person. I'm a retired high school media specialist. I've been an Apple rebel for some years and have used only products for some time. I will enter into a new decade in October, and if any of you young-ens make a comment about being old, I'll just have to "bless your heart".

I am looking forward to meeting classmates as well as the others who post here frequently. Thus site has been amazingly wonderful and helpful.

Need to stop now, the tequila is starting to talk more than me. Lol

Many wishes for everyone to have a safe and fun Fourth of July.

 

[iFarmer]

Please don't give me empathy nonsense...That is the easiest part in the whole problem. "sorry to hear your having that problem, thats awful, I will do my best to help you get that resolved,." I've taken 20,000 calls, been promoted 3 times to tech lead for 3 different companies and handled manger escalations because I know how to retain our customers and give other techs troubleshooting tips. The only thing my post highlighted was the short comings of Apples interview process.

 

[TheHibernian]

...But instead wasted valuable time asking me "What would I say to a customer who dropped a laptop?" Who cares what I'd say, do I have the ability to help them??? That is what matters!

Trust me, dude. You would have been miserable doing the AHA job if that's your viewpoint. I'm not saying you're wrong, necessarily, but this statement is 180° in the opposite direction from how they view things. Your résumé is a tiny bite of a tiny slice of the pie that they are considering when they interview people.

Like many of us, perhaps you would be able to grin and bear it, but the qualifications that you listed are related to something entirely different from this job. There's a phoniness level that is required at all times, and technical knowledge eventually gets distilled down to the same six or seven things being repeated in perpetuity.

I know it sucks to get turned down, and I feel for you, but your qualifications suggest that maybe there's something better out there for you. Seriously.

 

[j.marie21807]

hey everybody. I just had my phone interview for the at home Mac expert position. idk if I have it yet ( but hopeful lol ) but does anyone know how long the training is and what hours it is? this would be a pretty serious job change for me and I'm trying to get as many details as possible

 

[AppleGirl123]

Okay, Thanks.

And it's through my mother's cable company so she said i have to tell them & make sure i do it the "right" way because she doesn't want to get in trouble with them -.-

Unless your Mom works for Apple, with all due respect, you'd be wise to listen to what the Apple HR rep and Team Manager say regarding this, which is that a basic, POTS line is all you need. Just my advice and the direction that was given from Apple.

Good luck!

 

[maipoxx]

Unless your Mom works for Apple, with all due respect, you'd be wise to listen to what the Apple HR rep and Team Manager say regarding this, which is that a basic, POTS line is all you need. Just my advice and the direction that was given from Apple.

Good luck!

Yes I've sent an email to them asking about the business line situation just to clear things up for me. Hopefully I hear back in time.. I only have til the 9th to show proof.

 

[AppleGirl123]

Yes I've sent an email to them asking about the business line situation just to clear things up for me. Hopefully I hear back in time.. I only have til the 9th to show proof.

What day do you start? I start on July 15 and we have to have phone line and Internet up and running by the Friday before, which is July 12.

 

[maipoxx]

What day do you start? I start on July 15 and we have to have phone line and Internet up and running by the Friday before, which is July 12.

I don't start training til the 22nd ,but my first meeting is the 11th. So I only have til the 9th til show proof of internet/getting phone line installed ,but I have til training starts to get everything installed and running.

I'm through Kelly btw.

 

[famous600]

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[DaisyMae80]

Let's all sit on mama Daisy's lap for a moment for story time:

I applied for an Apple retail store position two years ago and I went into the interview thinking I had this in the bag. I used Apple products since kindergarten, back in the days of green screens and Oregon trail. I know Apple products like the back of my hand and even knew some programming. I was a graphic artist for 12 years, etc.

Interview went off great, went through two more... Didn't get hired.

Know why? I may have know how to fix/work/use computers... But I had less than adequate retail experience. So when it came to customer service, I wasn't versed enough for the position. Omg was I heart broken.

Instead I worked crappy retail positions to get enough experience for the "maybe one day" in the future. Little did I know working for a call center would bring me full circle.

So when I see people with all this tech background who do not get hired I hope you understand why. Unless you show that you have customer service skills.... You will not get hired. Customer service comes first.

Apple can teach you to fix things. They cannot, however, teach you empathy. And to Apple, customer service and empathy are the first line of defense and mean everything. Okay maybe not everything but at least the majority.

So to those who question "why not me?" Think about your interview and your resume. What am I missing that Apple may like to see? What skills need brushing up?

This job is customer service oriented and as mentioned earlier, if you think it's all tech support, you will be very disappointed and very unhappy. I know this job will be tough at times and not everyone is cut out for it. Just take it for what it's worth and try to have fun.

 

[famous600]

Let's all sit on mama Daisy's lap for a moment for story time:

I applied for an Apple retail store position two years ago and I went into the interview thinking I had this in the bag. I used Apple products since kindergarten, back in the days of green screens and Oregon trail. I know Apple products like the back of my hand and even knew some programming. I was a graphic artist for 12 years, etc.

Interview went off great, went through two more... Didn't get hired.

Know why? I may have know how to fix/work/use computers... But I had less than adequate retail experience. So when it came to customer service, I wasn't versed enough for the position. Omg was I heart broken.

Instead I worked crappy retail positions to get enough experience for the "maybe one day" in the future. Little did I know working for a call center would bring me full circle.

So when I see people with all this tech background who do not get hired I hope you understand why. Unless you show that you have customer service skills.... You will not get hired. Customer service comes first.

Apple can teach you to fix things. They cannot, however, teach you empathy. And to Apple, customer service and empathy are the first line of defense and mean everything. Okay maybe not everything but at least the majority.

So to those who question "why not me?" Think about your interview and your resume. What am I missing that Apple may like to see? What skills need brushing up?

This job is customer service oriented and as mentioned earlier, if you think it's all tech support, you will be very disappointed and very unhappy. I know this job will be tough at times and not everyone is cut out for it. Just take it for what it's worth and try to have fun.

I'm certified in networking to the second degree and my grand dad built the first PC out of old Folgers cans and they didn't hire me?!?!? Why am I not leader of the free world at this point?!? What is going on?!?

 

[caniscream]

removed

 

[listenlearn]

I don't start training til the 22nd ,but my first meeting is the 11th. So I only have til the 9th til show proof of internet/getting phone line installed ,but I have til training starts to get everything installed and running.

I'm through Kelly btw.

I'm going to be starting my training on the 22nd too, and I'm also through Kelly. I have my NEO on the 9th, so they gave me until the 5th to get my line going. They offered me the position last Friday. With the holiday this week combined with the only service provider in my area being unable/unwilling to give documentation of the new line I just set up.......this was a task, but I was able to complete it : ) I would have never imagined it being so difficult to get a basic line. It came down to me convincing them that I'm willing to pay more for less, and in the end that's exactly how things have worked out which is unfortunate since Kelly doesn't reimburse for it : /

 

[AppleGrandma]

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[AngryGerbil]

No apologies needed or expected. I have enjoyed following your posts and this application process has been one heck of a roller coaster ride. I had to convince Apple also that I really wanted this job as I think they felt like you did, why on earth would an IT Pro want this job. For years I was a Network Tech for a school district and at the same time taught Middle School Computer Education. Then we relocated and I worked 12 years at my last job in a very stressful position as a municipal Sr. Network Admin until March when my Sr. position was eliminiated due to budget cuts and the decision to try outsourcing, which I hear is not going very well. I was devistated, but only when I got off the merry go round, did I realize how much stress I had been dealing with and how nice it was to have the monkey off my back. I have a small pension which will help offset some of the salary difference working 40 hours, add in the health insurance, 401K, stock options, employee discounts, no commute, no traffic, no gas, no middle of the night phone calls, Pj's and Make-up optional and all from the comfort of my home office......... ahhhhhhhhhh I am not going into this blind, I have worked with end users that didn't know where to find the start button on a PC and was a Middle School teacher. I've always been the call center support for all my family and friends when it comes to computers, phones, tablet's and gadgets. Many of who can't color inside the lines if you get my drift..... Over 40? you youngin! And this goes out to all the posts I've seen with people complaining about Apple only hireing young college kids..... I graduated High School in 1971 and am pushing 60! I honestly think I'm going to Love this job! I think you do too.

For you it was budget cuts, for me outsourcing and a tech crash. Actually I graduated HS not too far behind you (late 70's) but I try not to give out too much personal info on this forum because it would jeopardize my anonymity.

There are a lot of perks that go along with working from home but I sometimes miss the office banter and lunchtime Quake 3 LAN parties. It's also very hard to get that feeling of belonging to something bigger than yourself... not important to me but it is for some.

Do I love this job? Not in the least bit. I do not like phone work and I do not care much for dealing with consumers. That being said, I've done well enough to get pushed to Tier 2 in pretty short order. I will say though, that if you do enjoy the job and put in a little effort you can climb the AHA ladder pretty quickly. There are limits to upward mobility because it is AHA but people at the regional manager level can make some serious $$$.