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Apple At-Home Advisor...
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When I was Tier 1 I absolutely hated escalating because of the pushback I frequently got from T2. Also, in many cases the T2 person knew less than I did. My escalation rate was close to zero and suppose that's why they put me in T2. T2 doesn't have magic fairy dust or secret handshakes or anything else. T2 does, however, have access to more powerful tools and can give the cx our contact info.(makes a huge difference).
Anyway, as far as consults from T1 - I try not to do to them what T2 did to me when I was T1(many were dbags).
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Can you transfer?
Sorry to ask the same question again, but I would like to confirm if any Kelly advisor has applied directly to Apple after working with Kelly? How was your process? Did you inform them that you were working for Kelly. I just would like to know what suggested steps I should tak
Sorry to ask the same question again, but I would like to confirm if any Kelly advisor has applied directly to Apple after working with Kelly? How was your process? Did you inform them that you were working for Kelly. I just would like to know what suggested steps I should tak
Not in real time but everything is recorded. Maybe dbags is too strong a word but quite a few T2 reps that I tried to escalate to would expend more energy trying to evade the call than they spent looking for solutions. Keep in mind that if I had to escalate a call, chances were that it was an unholy mess and that's probably why they were reluctant to take the call. I didn't send much of anything upstairs unless it was a mandatory escalation.
When a T1 rep consults me now I always offer to take over the call but if it's a problem that I would have handled at Tier 1 I'll try and get them to stay on the call but will take over if they wish. We were told in nesting that a T2's job is to take calls coming up from T1... we're there to help them, not push back.
Third interview
Does anyone here who has received an offer have advice for the third interview?
Did the hiring mgr surprise you with any out of the blue questions?
I have looked through the forums and it seems like the interviews are anything but consistent.
Does anyone here who has received an offer have advice for the third interview?
Did the hiring mgr surprise you with any out of the blue questions?
I have looked through the forums and it seems like the interviews are anything but consistent.
AHA questions
I am thinking of applying for one these positions but have some questions. I have a job working mon-wed if accepted is training mon-fri or can it be done thurs-sun? I also have a judgement on my credit that I'm trying to clear up will this preclude me from being hired? Thanks in advance for any answers to these questions I receive.
I am thinking of applying for one these positions but have some questions. I have a job working mon-wed if accepted is training mon-fri or can it be done thurs-sun? I also have a judgement on my credit that I'm trying to clear up will this preclude me from being hired? Thanks in advance for any answers to these questions I receive.
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No. Training is non-negotiable Monday through Friday 9-6 CST. You can not miss training.
As far as your credit goes, I doubt it will be a deal breaker.[/QUOTE]
Thanks for the reply. One more question I work out of town 3 days a week and stay with relatives can training be done from any computer anywhere or do they send you a machine and that's the one you train from?
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No. Training is non-negotiable Monday through Friday 9-6 CST. You can not miss training.
As far as your credit goes, I doubt it will be a deal breaker.[/QUOTE]
Thanks for the reply. One more question I work out of town 3 days a week and stay with relatives can training be done from any computer anywhere or do they send you a machine and that's the one you train from?
You train from your work computer. The internal material is transmitted over a VPN and you aren't permitted to access that VPN from other machines. The later stages of training also involve taking phone calls, which requires you to be next to your work phone (at the number you provide), while conducting your work using the internal tools on the VPN.
Calls that don't need to be escalated are typically technical issues, wifi, syncing, etc. Calls needing to be escalated are irate customers, customers insisting on talking to a supervisor and ALL safety related issues.
Did I not hear correctly when I heard her say, "For now, it's you'll be learning although you may do some work with iOS later?" this morning in the meeting? I was taking notes, but admittedly, a lot of information was disseminated quickly.
My parade is entirely rain-free. I got a new job with health insurance making 150% of my current wage. I assumed it'd be iOS anyway, I was I supposed just confused by what was said in our meeting today.You really rained on their parade
My parade is entirely rain-free. I got a new job with health insurance making 150% of my current wage. I assumed it'd be iOS anyway, I was I supposed just confused by what was said in our meeting today.
That's cool... most people, including me, would have been happier with CPU. But as I found out, you can move up the ladder much faster in iOS than you can in CPU.
I finally got my offer!!!!
Thank you everybody for the information provided on the forum. It helped me out alot my class starts September 9th. YEAH BUDDY
Thank you everybody for the information provided on the forum. It helped me out alot my class starts September 9th. YEAH BUDDY
I was wondering this, too. If it's not explicitly mentioned/required, after training I'd like to sticky note my cam so I don't get self-conscious.
Yes, frequently. I work wearing nothing but underwear so I put duct tape over the webcam.
Not really. Once T2 is consulted it's an escalation whether T1 stays on the call or not. If T1 goes back to the call they're hit with escalation % AND the AHT (average handling time) goes up, so it doesn't really help the metrics at all. T2 can thank Apple for T1 escalating many issues they shouldn't due to lack of experience on the T1 end. They need to spend more effort getting advisors to competency before letting them loose on the phones.
Most DSATS (dissatisfied customers) aren't angry at the T1 advisors at all if an issue isn't resolved but that doesn't matter when the surveys come in. They're counted negatively against the advisor; that simple. And your job security is directly linked to your customer satisfaction percentage.
When T1's are new they're much more likely to elevate customers they shouldn't simply because of their lack of technical expertise.
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