Apple At-Home Advisor...

[AngryGerbil]

Am I to understand that you have now jumped to the ranks of Senior Advisor?
Congrats…wow that was quick…followed by HAHA…you're in for life. LOL. But
seriously, congrats man.

Yes, I am now a senior advisor. In for life? I think not. I'm still not a kool-aid drinker and will have no qualms about quitting if I end up with a really crappy schedule after shift bids in a few months. My new 8 - 5 is one of the only reasons I took the T2 job... That and my new manager is much cooler than my old T1 manager. Don't get me wrong, almost all TM's are easy to work with but my new TM seems to be more of a pragmatist than a pom pom waver, which is a big plus.

Honestly.. had I already been working full time I would have stayed in Tier 1. The raise in pay itself would NOT have convinced me to go to T2.

 

[AppleJunkie86]

removed

 

[AngryGerbil]

Also, I remember you saying you haven't sold anything in a few months. Do you offer it? give out the speech about it? or not even that?

I did manage to sell an AC+ just before leaving T1 but other than that I had a pretty bad sales rate. A speech? No but we are supposed to let the customer know what all of their options are in regards to protection plans and per incident agreements. If this job emphasized sales I would have been gone a long time ago.

 

[AppleJunkie86]

removed

 

[AppleGrandma]

*

 

[AngryGerbil]

Congrats Angry Gerbil!!!!

Thanks. I'm still in nesting but so far, all of the calls I've taken were ones that I would have handled at Tier 1 anyway. I'm still waiting for a truly messed up iTunes/Win XP issue... I know it's coming

 

[SunnyB]

1. Filled out application on Apple website, jobs link
2. Received call; had to send questionnaire back and then was contacted again: asking to describe what empathy was, explain to a customer what to do if iPhone screen is frozen, and description of hours entailed and overtime and weekend expectations -- set up 2nd FaceTime interview through email
3. FaceTime interview was punctual to the exact minute. Interviewer asked questions: Role Play if a student drops laptop and can't get it on right before exam, describe customer service experience, asked difference between RAM and Hard drive, what to do if email will not send or receive on phone, and difference between email servers POP and IMAP.. Interviewer asked if I knew the pay, expectations regarding days and hours, and wanted undivided attention with no prior or current obligation. (THAT WAS THIS MORNING. TOLD I WOULD HEAR "EITHER WAY" TUESDAY OR WEDNESDAY.) From what i have gathered, if they want you they set up the next interview immediately or send the "email" that day? Anyway, I took this as a negative approach and consider the process complete on their end. Has anyone experienced differently? After the first FaceTime interview has it taken a couple days to send an email?

I was asked the same exact questions! It has now been 3 weeks and 1 day since I had my facetime interview. Who was your interviewer, sounds like we had the same one

 

[SunnyB]

Here's my timeline:

7/9/13 10:45pm - Applied for position
7/10/13 1:15pm - Received phone call from recruiter and scheduled 2nd interview
7/11/13 12:00pm - 2nd interview via skype - was told will receive email to schedule 3rd interview
7/18/13 1:00pm - 3rd interview via skype - was told may take up to 2 weeks to hear anything.
7/18/13 4:10pm - Received hireright email
7/18/13 6:00pm - submitted background check
7/23/13 2:00pm - Background check completed
7/23/13 3:45pm - Received job offer call
7/25/13 2:00pm - Received official offer letter email
7/30/13 8:15am - Received email to schedule paperwork session
8/1/13 2:15pm - Received tracking number email for paperwork
8/2/13 10:00am - Received paperwork
8/2/13 2:00pm - Paperwork session via telephone
8/5/13 1:30pm - Mailed back completed paperwork
8/6/13 1:00pm - Paperwork received by Apple

I guess all I'm waiting for now is the login details for the HR page? If its been 2 weeks since your 2nd interview and you're still waiting for a 3rd, I'd shoot your recruiter a status check email. I'm in the 8/26 class.

Yeah, it's not looking good for me. It has now been three weeks since my interview on 7/17. I have sent two emails, one last week and one today. I am going to continue to apply for every AHA position that comes up. Don't you hate it when you answer something the way you shouldn't.. and then you think of a much better answer? Ugh.. I will just keep waiting and applying.

 

[Tsukigato]

7/16 Applied on Apple's website
7/18 Received a call, phone interview, scheduled skype interview
7/24 Skype interview, was told I'd be recommended to the hiring manager!

Was told I should receive an email in 3-5 days, looking forward to my next interview, as stressful as they are! If they hire me, they said I'd be in the Sept. 9th class, but did not say iOS or CPU, so I assume iOS.

7/16 - Applied for Apple AHA position
7/18 - Had first interview via phone
7/24 - Had second interview via Skype
7/30 - Had third interview via Skype
8/04 - Background check by HireRight started
8/09 - Asked for more information by HireRight
8/12 - According to background report, date of background check completion
8/15 - Received offer call!

Glad to finally have it off my chest, and was even offered more than the wage they said in all three interviews! Scheduled to start Sept 9th, looking forward to it!

 

[SunnyB]

Stoked!

I emailed the last recruiter that interviewed me and was then sent a link to schedule a third interview. I need to get prepared, I have a week to do so. Any and every question you have been asked in your interviews, please let me know! I want to be well prepared! Thanks all for your support

 

[BrokenRoad]

I emailed the last recruiter that interviewed me and was then sent a link to schedule a third interview. I need to get prepared, I have a week to do so. Any and every question you have been asked in your interviews, please let me know! I want to be well prepared! Thanks all for your support

Hi Sunny, there are tons and tons of interview questions on here. I'd start here:

https://forums.macrumors.com/showthread.php?p=17031904#post17031904

Make sure to follow the link to the famous page 40 interview questions. That contains about 99% of what everyone has posted. There have been a few outliers but that covers the vast majority of the questions.

I also went to glassdoor.com and looked up interview questions there. There were a few there that I didn't find on here.

Good luck!

 

[thelocksmith]

Third interview

Anyone here make it to the third interview and get the thanks for playing email? I am curious if making it to the third round means you got the position?
Any insight will be appreciated.

 

[BrokenRoad]

 

[thelocksmith]

You can make it to the third interview and still get the thanks for playing email lots of people have posted that they did. After the 3rd interview you will either get a background check email (which unless they find something wrong generally means you're most likely in), or you'll get the thanks for playing email.

This is the scariest stage to me. Both of the other times I was told I would be moving on. This interview ends with, we'll be in touch within 2-3 weeks with no indication of which email you will get.

This is what I figured. I'm trying not to get to convinced by making it this far I have the job. I have no worries about the background check. I guess I need to make the last interview a good one.

 

[Joe Brown]

My equipment came in today. Spoke with my TM at length yesterday. Really looking forward to Monday's start date. Hoping to see all of you who start on the 19th there.

 

[Applefan456]

.

 

[jcowens2007]

I'm so nervous about not getting a call back from Apple. I know plenty about the phones, but as far as computers go, I am hopeless. I started learning about basics on them though, but it still freaks me out that they might not hire me due to my lack of knowledge in that area. I have heard that the training they provide is top notch, but I'd rather be more prepared. Any advise as to where to go to learn about computers without the confusing explanation my IT friends try to give me?

Yeah me too.Each day that passes without a call or email I get a more sunken feeling. However, some people get a call a month out, and others the next day.

 

[downloadablegod]

Pretty sure I had an escalation to angry gerbil today. Seemed like a nice guy. And I know it was you out of of the thousands of tier 2 employees. Helped me out. Tier 2 usually just bitches when you escalate. So had to of been someone new.

 

[Cobra2025]

They never do that t2 is the best

 

[Unashamedpreacher]

Advice Needed

All,

I am new to this form, and have reviewed just about every single page in this form. I have recently been considering becoming a AHA for Apple, but have a few questions that I would like answers to. I am coming here not to cause controversy, but just to get the advice of people who have been in this process, and know what they're talking about.

I am very experienced with PC, Mac, and iOS. I have owned an iPhone for the past 6 years, and have been using the Mac operating system for about two years. I currently own an iPhone 5, iPad 4, MB Air, and MB Pro.

I do have a quiet office that meets all the qualifications.

I am currently in my senior year of high school. I will be done with everything / graduating this December (2013). I realized that the training is about 3-4 weeks, full-time. That being said, I would be able to start right away in January part-time, or full-time.

Questions...

1) Do you have to be 18+? I am currently 17, and turn 18 in November. I wouldn't mind waiting until then to apply. I wouldn't be able to start till January, anyways.

2) When should I apply, if I am wanting to start as soon a possible in January? Again, I'll be 18 by then (in Nov), so I'll be good in that area.

3) Considering all that I mentioned above, what would you suggest be my next step in heading toward this process?

4) Is there anything special that I should know, when filling out my application, and or going through the interview process? Any tips / advice you would give me?

I say thank you in advance! I look forward to hearing from you all soon.

 

[downloadablegod]

They never do that t2 is the best

Haha. I try not to escalate but sometimes I have to because I'm just out if nesting and don't have access to certain tools. Few times I have escalated it's been bad experiences. I've escalated about six times in two months. Only two have been decent.

 

[RydiaRelm]

*

 

[soi]

All,

Questions...

1) Do you have to be 18+? I am currently 17, and turn 18 in November. I wouldn't mind waiting until then to apply. I wouldn't be able to start till January, anyways.

2) When should I apply, if I am wanting to start as soon a possible in January? Again, I'll be 18 by then (in Nov), so I'll be good in that area.

3) Considering all that I mentioned above, what would you suggest be my next step in heading toward this process?

4) Is there anything special that I should know, when filling out my application, and or going through the interview process? Any tips / advice you would give me?

I say thank you in advance! I look forward to hearing from you all soon.

1. and 2. In your situation I would apply late November or early December. In my situation I applied in late June and start September 9th.

3. Learn customer service and empathy

4. Be upfront, out spoken, and emphasize your customer relation skills.

 

[nhhendu]

AHA Qualifications

Just curious:
Was anyone hired with little to no customer service experience?
Was recently laid off from a newspaper after 15+ years in that industry. I did have a 6-month stint in a Radio Shack about 10 years ago and 10 years in a grocery store many years ago.
I know my way in and out of any Mac or Windows machine and I'm great at explaining how things work. I own an iMac, iPhone, iPad, iPod, Airport Extreme and Apple TV. I'm the go-to tech guy for friends and family and I often solved tech problems at work. I explained all this in my cover letter.
I applied Monday and haven't heard back yet, but I guess that it sometimes takes awhile. I also applied for a Retail Specialist position, so maybe that's what's holding it up.
I hope my cover letter makes up for the lack of customer service experience. What do y'all think?

 

[TheHibernian]

Haha. I try not to escalate but sometimes I have to because I'm just out if nesting and don't have access to certain tools. Few times I have escalated it's been bad experiences. I've escalated about six times in two months. Only two have been decent.

Tier 2 is like the rest of the world - plenty of d-bags and plenty of good folks, all mixed together. My escalation rate hovers around 1-2% most of the time and it's almost always a mandatory escalation, but they still whine about it half the time.

And there's no reason to pretend that there's some mystical magical quality about the tiers either. I got an account security consult from a tier 2 advisor last week, after the T2 had already received the consult from a T1 and reset a guy's security questions on his own. The reason I got the consult - the caller was worried about someone else having accessed his account. What the hell am I going to say that the T2 advisor couldn't already have said?

"Have you seen anything unusual?"
"No."
"Do you recognize the two email addresses on the account?"
"Yep. They're mine."
"Have you received any emails from Apple about your password being changed or a new device using your account?"
"Nope."
"Any unusual charges on your credit card?"
"Nah."
"Okay dude, you're good. Thanks for reaching out to the account security team."

Then you have cases like the last one I escalated, where the caller was a real jagoff who went straight to the supervisor request before I could say a word. I asked for his number; "I only have one number and you know what it is!" Asked for his email address; "You know my email address. Quit wasting my time! Get me to a supervisor right now!"

Nothing I could do but honor his request, so I consulted and gave the T2 guy the rundown. The T2 guy said something along the lines of this being just another day at the office for him and he appreciated the heads-up.

It's a mixed bag, as is everything else in life.