Apple At-Home Advisor...

[MACkeeT]

Apple Care Job Round 2

Ok well I submitted my Application/Resume 7-15 for a job posted on June 25th. I didn't think I would hear back. Pretty much figured that they already found someone but low and behold I received an email that they would be calling me the next day!
I missed the 1st call (Tip - stay near your phone all day!) - so they emailed and said they tried to call and to email them back advising I am ready for their call. I did that immediately and received the call within 30 minutes.
This 1st interview lasted maybe 15 minutes - super short. This interview was by phone.
Questions:
1. Tell me about your background with computers?
2.Have you ever built a computer or replaced parts?
3. If a customer called how would you explain an OS?
4. If customer called and said Internet not working how would I troubleshoot?
5. Explain a problem I recently had and how I fixed it.

She said I passed and moved on to Round 2 Interview which was today and I just finished. This interview was thru Skype. It lasted about 20 minutes. The interviewer said you cannot look up answers on computer - so have notes posted on wall.
Nice guy!
1. Explain RAM to non technical person.
2. Explain the difference between POP3 and STMP.
3. How would you deal with an upset customer.
4. Customer drops Mac - how do you handle?
5. Explain experience with Help Desk position.
6. Why do you want to work for Apple?
7. Explain problem you recently had and how you fixed it.
We reviewed my background and experience with Customer Service and supporting/repairing computers. Why I left last job.

He could not give feedback on how I did but said to expect an email late Monday nite advising if I move on to Round 3 or not. Round 3 is another interview for 45 minutes with more tech problem questions.

Training if I move on is 5 weeks at home in a virtual classroom. Each week has a test that you must pass to continue. The tests are open book.

Pay is $15.95 an hour - + $50 rebate on Internet.
Starts as PT and moves to FT as needed.
Full on benefits.

*Note many of these posts say that they are looking only for college students but I am 53 yrs old! Started building computers many many years ago in the Mac Classic and Windows DOS days....I know I'm a dinosaur but I enjoy Customer Service jobs and honestly I have to stay busy. So its this or a dang WalMart Greeter! Acks!

Thank you to everyone who has shed light on the Apple Care process! It has really helped.

Ok fingers and toes crossed until Mondays email!!!! And Good Luck to everyone else! May the Force be with us all!

 

[Serprus]

On hold waiting for my Paperwork call to start ^^ Cant wait to start working and making that $_$

 

[megan997]

I'm in the same boat as you, only one time available and it was for tomorrow. In the email it does say if you haven't received your paperwork by the session you can use the paperwork that will be sent during the morning of the session and follow along. Which if I don't get it by 11am tomorrow I'll follow along with what is sent via email tomorrow.

It's a relief knowing I may not be the only one without paperwork incase it doesn't make it! I'm glad they will be sending out email backup's incase you don't have them!

 

[MACkeeT]

Been on the job since may, Any questions? Shoot me a PM. Will do my best to answer.

Hi - I'm a newbie to this forum and don't see the PM area.
Can you shed light on 3rd Interview questions?

 

[Serprus]

Hi - I'm a newbie to this forum and don't see the PM area.
Can you shed light on 3rd Interview questions?

3rd interview questions should be similar to second, they will usually ask you 1-2 technical questions somewhere along the lines of:

- Explain RAM to someone with no tech background
- What is the difference between Wifi and Bluetooth
- What is the difference between POP3 and SMTP

And the rest of the questions revolve all around the customer experience (the most important!) so be sure to be sympathetic, empathize with the customer, and really try and connect with the customer. Knowing all the fancy tech stuff in the scenarios is not really a must because that is what the training is for.

Hope this helps

 

[RydiaRelm]

*

 

[Mr.Robinson]

It's a relief knowing I may not be the only one without paperwork incase it doesn't make it! I'm glad they will be sending out email backup's incase you don't have them!

Just got my email for Fedex shipment. It says it will be delivered tomorrow at 1030am....go figure!

 

[April Knight]

I guess what I am asking is HOW did everyone else's 3rd Skype interview conclude even if not hired?

I was hired, but wasn't told anything at the end of my last interview about when to expect to hear back. To be more specific, she was wrapping up the call and asked if I had any last questions before she let me go, and I asked her when I should expect to hear back. Had I not asked that, I imagine it would not have been told to me.

So if your hiring manager didn't say when you should expect to hear back, don't take that as a bad sign. Just keep an eye out for the HireRight e-mail over the next 1-4 days. That was the most nerve-wracking part of the whole process for me, so I can understand your anxiety!

 

[AngryGerbil]

*Note many of these posts say that they are looking only for college students but I am 53 yrs old! Started building computers many many years ago in the Mac Classic and Windows DOS days....I know I'm a dinosaur but I enjoy Customer Service jobs and honestly I have to stay busy. So its this or a dang WalMart Greeter! Acks!

I'm also over 50 and have been an AHA for just about 1 year(shocking, actually). I can tell you that it's one of the few tech related jobs where being a dinosaur is an asset, not a liability. We've been on the planet and dealing with humans for 30 more years than a lot of the youngsters.

 

[megan997]

Just got my email for Fedex shipment. It says it will be delivered tomorrow at 1030am....go figure!

I just received mine also! All we can do now is hope & pray paperwork makes it! Since the Paperwork time is 11 central, I should have the package a hour and a half before time to start! Hopefully thats enough time incase Fed-Ex is running late!

 

[Roomers]

I'm also over 50 and have been an AHA for just about 1 year(shocking, actually). I can tell you that it's one of the few tech related jobs where being a dinosaur is an asset, not a liability. We've been on the planet and dealing with humans for 30 more years than a lot of the youngsters.

Fellow dinosaur checking in...been supporting macs since System 6! (hint for the younger folks, that is not the same as iOS 6)

 

[newmacgirl83]

Hi I just wanted to see if this happened to anyone.

The third Skype interview lasted for about 25 minutes. At the end, the interviewer (also working from home), asked me if I had any questions - I asked a few.

Then she closed the interview with saying "Thank you so much for carving time out of your day to talk to me, it was a real pleasure, have a great day - goodbye".

However, I didn't even get the same closing from the first two interviews that explained the next steps even if they decided not to hire me. Normally they say, "We will follow up with you in x days..." or previous posters have stated they said we will let you know one way or the other.

I guess what I am asking is HOW did everyone else's 3rd Skype interview conclude even if not hired?

I received an email this morning asking for me to complete the official application on the Apple website. My fingers are crossed that they would not bother asking me to do that if they were not interested. To date, here is my timeline - I hope this helps someone lol:

Timeline

July 5, 2013 - I applied on the Apple Website
July 8, 2013 - First phone call from Apple (conducted a brief screening process over the phone and said she would recommend me based on that and scheduled me for the first skype interview)
July 10, 2013 - Completed first skype interview and messed up on one questions (the difference between an IMAP and a POP3 server). She let me know if they decided to put me through to the next level I would get an email in about 3-5 days
July 11, 2013 - Recvd email to schedule 3rd (skype) interview online
July 16, 2013 - Skype interview with hiring manager/team lead...but didn't feel confident because at the end she just said 'it was nice talking to you, have a good day'
July 16-18 2013 - Spent those days in a total panic because of how interview ended lol
July 18, 2013 - Rcvd an email advising me to complete official application online

*now I just wait and see. lol

 

[RydiaRelm]

*

 

[MACkeeT]

3rd interview questions should be similar to second, they will usually ask you 1-2 technical questions somewhere along the lines of:

- Explain RAM to someone with no tech background
- What is the difference between Wifi and Bluetooth
- What is the difference between POP3 and SMTP

And the rest of the questions revolve all around the customer experience (the most important!) so be sure to be sympathetic, empathize with the customer, and really try and connect with the customer. Knowing all the fancy tech stuff in the scenarios is not really a must because that is what the training is for.

Hope this helps

THANK YOU Serprus! Helps alot!

----------

3rd interview questions should be similar to second, they will usually ask you 1-2 technical questions somewhere along the lines of:

- Explain RAM to someone with no tech background
- What is the difference between Wifi and Bluetooth
- What is the difference between POP3 and SMTP

And the rest of the questions revolve all around the customer experience (the most important!) so be sure to be sympathetic, empathize with the customer, and really try and connect with the customer. Knowing all the fancy tech stuff in the scenarios is not really a must because that is what the training is for.

Hope this helps

I'm also over 50 and have been an AHA for just about 1 year(shocking, actually). I can tell you that it's one of the few tech related jobs where being a dinosaur is an asset, not a liability. We've been on the planet and dealing with humans for 30 more years than a lot of the youngsters.

Thats right AngryGerbil! Dinosaurs ROCK! More experience and believe it or not we actually enjoy working. Go figure.

 

[TheSneekGeek]

CPU TRAINING HAS BEEN AWESOME!!!...A lot of information to compile...but the best training experience I have ever had!!!!

 

[BrokenRoad]

Hi all, I've been reading this forum for about a year actually. I've wanted to apply with apple for that long, but hadn't been able to until recently.

I had my last interview yesterday. At the end he said I'd hear back in 2-3 weeks and that he thought I'd done well. But no HireRight email yesterday or today. Seems like pretty much everyone who's posted got the BGC email same or next day. I'm just heartsick.

 

[TheSneekGeek]

Hi all, I've been reading this forum for about a year actually. I've wanted to apply with apple for that long, but hadn't been able to until recently.

I had my last interview yesterday. At the end he said I'd hear back in 2-3 weeks and that he thought I'd done well. But no HireRight email yesterday or today. Seems like pretty much everyone who's posted got the BGC email same or next day. I'm just heartsick.

I wouldn't worry...the hireright time span varies...Personally I received the hireright about a week later after my 3rd interview...

 

[dmarshl77]

Hi all, I've been reading this forum for about a year actually. I've wanted to apply with apple for that long, but hadn't been able to until recently.

I had my last interview yesterday. At the end he said I'd hear back in 2-3 weeks and that he thought I'd done well. But no HireRight email yesterday or today. Seems like pretty much everyone who's posted got the BGC email same or next day. I'm just heartsick.

Don't be. A friend of mines actaully emailed someone asking about a follow up and like an hour later received the BGC email. If a couple of days go by I would recommend you sending a email but ONLY if you felt as if you had a strong interview

 

[notforprofit]

Pro Tip for when you new guys get into training:

PAY ATTENTION. Don't chat with your newfound buddies in Team Chat or in the training session chat. First, your trainers will see that and so will your manager and that makes you look bad. And second, you will not gain the knowledge you need to because you're busy talking to your teammates about what you had for dinner last night. And if you find yourself being sucked into a clique among the team, get out. This isn't high school even though some of the people you may work with seem to perpetually live in high school.

Take good notes about each subject you cover with the instructors and actually read the lessons you go over yourself. The information you gain is invaluable even if you're a life-long Apple fanboy/girl. There are things about these products and the tech that you do not know about. Guaranteed. Pay extra special attention to when you go over soft skills and how to speak to customers. It's not what you may think. Which explains why all the people with so much tech experience and customer service experience are not hired.

Basically, be a professional. And always participate when asked to. And you will be fine.

And don't fret. There's no reason to be nervous. It's an amazing training experience. You will be prepared to do the job by the time you get out of nesting. And you're never truly on your own.

 

[RydiaRelm]

*

 

[petey21]

Still in running

Hello everybody. I have a question. My projected starting date in Aug 12th. I have had all three interviews and my background check was completed on the 10th with no problems. I haven't herd from apple yet. Do you think this is a bad sigh? Or do I need to stay patient?

Thanks guys.

 

[BrokenRoad]

I wouldn't worry...the hireright time span varies...Personally I received the hireright about a week later after my 3rd interview...

Thanks for letting me know. Reading this it seems like everyone gets it in a couple of days. So I'm glad to know there's still hope!

Don't be. A friend of mines actaully emailed someone asking about a follow up and like an hour later received the BGC email. If a couple of days go by I would recommend you sending a email but ONLY if you felt as if you had a strong interview

Thanks for the encouragement!

Just be patient, I was told by the lady in my third interview that it was ultimately up to the original recruiter whether they hired you or not, the manager you interview just gives their recommendation. Your recruiter could have taken a few days off. Throw them an email and inquire as to the status of your application if you haven't heard back within a week.

I wonder if the original recruiter is the very first person we talked to or the second? Okay that sounds stupid. But I'm a bit curious who everyone is in the process. The only one I know for sure was the last one is a team manager. Thanks for the info!

 

[jonkss2]

Interview Monday

Hello Everyone,
I have an interview Monday. Im nervous as all get out. I'm afraid I'm going to be over qualified. I would do this job just for the perks
I love Apple. It's my dream job as it is for many people.

I have reviewed many of the post and am getting a document together of already written answers for the interview. Does anyone have any recommendations for me. I have been in IT all my life since High School computers (PC) is all I know. MAC is a new territory for my but shouldn't be hard for me to master. I am looking for a career in this position not sure if I should tell Apple that.

Thank you everyone for input
Jonkss2

 

[JaxxBing]

Necessity for being incognito and other

I just wanted to give a heads up to the above poster that he should remove his name from the bottom of his post as it is known that Apple does not tolerate discussion of it's hiring or business practices in a public forum. Please do not quote his post to reply until he has a chance to edit his name from the post. Same goes for a poster near the top of the page who's user name seems to reflect his or her actual given name. You may want to make the necessary change.

Also, I am wondering exactly how the issue of the up sell to extended protection is addressed on every call. I imagine that one is to inquire if the customer has the extra protection BEFORE addressing the issue and attempting to sell at that point if the technical call itself is a chargeable service. Perhaps mention of the protection plan is made before ending the call in anticipation of future technical issues? What is the policy for this sales pitch? Thanks.

 

[AngryGerbil]

I just wanted to give a heads up to the above poster that he should remove his name from the bottom of his post as it is known that Apple does not tolerate discussion of it's hiring or business practices in a public forum. Please do not quote his post to reply until he has a chance to edit his name from the post. Same goes for a poster near the top of the page who's user name seems to reflect his or her actual given name. You may want to make the necessary change.

Also, I am wondering exactly how the issue of the up sell to extended protection is addressed on every call. I imagine that one is to inquire if the customer has the extra protection BEFORE addressing the issue and attempting to sell at that point if the technical call itself is a chargeable service. Perhaps mention of the protection plan is made before ending the call in anticipation of future technical issues? What is the policy for this sales pitch? Thanks.

I'd really like to explain how AHA reps position Apple Protection Plan but as someone in this thread pointed out,"Apple does not tolerate discussion of it's business practices in a public forum".

Oh... That was you, wasn't it?