Apple At-Home Advisor...

[jlb13085]

that's the funny part ... I DO !!


dude , just hook the cables up . it's really not that hard

If I were you, I'd just box it back up and return to sender since that is probably in your near future anyhow.

All I'm really saying is this is customer service first, tech support second. There are, in fact, people that have been hired with zero tech support or IT experience. So stop being a dick to everyone. This forum is for advice and help, not ridicule. Grow up.

 

[sk2bbb]

alright

 

[famous600]

I just had 2nd interview through Skype with the recruiter, Susan, yesterday.
She told me that I was being sent onto the Hiring Manager.

I received the email this morning to setup my 3rd interview with the Hiring Manager. So, that is setup for next Thursday.

I have previous call center/customer service experience along with Work at Home inbound experience, so here's hoping for the best.

On a side note, she told me that I would be support OSX and desktop models and laptops.

Get your official application email yet?

 

[acj757]

Did anyone receive FedEx tracking info or did a delivery just show up? Would be helpful to know if it's out for delivery or not.

I received an automated phone call from the shipping company with my tracking info yesterday. Pretty boxes of goodies arrived this afternoon and yes I did crack the top and stroke the keyboard. But that's all I swear!

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I just had 2nd interview through Skype with the recruiter, Susan, yesterday.
She told me that I was being sent onto the Hiring Manager.

I received the email this morning to setup my 3rd interview with the Hiring Manager. So, that is setup for next Thursday.

I have previous call center/customer service experience along with Work at Home inbound experience, so here's hoping for the best.

On a side note, she told me that I would be support OSX and desktop models and laptops.

LOVE the forum name, lol. You must've been reading the thread.

 

[VA-Enthusiast]

Why does being a "dick" have a negative connotation? Just sayin'.

LMAO! ROFL! I guess it may have something to do with who is using the term and in what setting, perhaps?

 

[SCIONTX]

Well, I sent an email to my team manager asking how to obtain tracking info. I need to leave the house for a couple of hours. Will stick around if I know the items are out for delivery. *sigh* Would hate to return home to see that slip on the front door. Then would have to hang around all day tomorrow.

So, I left and returned. Didn't even take an hour. No slip on door.

 

[jlb13085]

So, I left and returned. Didn't even take an hour. No slip on door.

Aren't you in Charleston?

 

[SCIONTX]

Aren't you in Charleston?

Dallas area.

 

[jlb13085]

Dallas area.

Ah, thinking of someone else.

 

[KendraPlanet]

Long-time lurker. First time poster.

First, let me say you guys are awesome.

I have one question, though (and yes I've already seen it asked a few times in the forum but no actual answer -- unless I missed it).

RE: "Pretend you're a rep and a customer is calling to tell you they dropped their iPad and now it won't work."

Apple doesn't cover repair issues caused by accidental damage (like dropping something on the floor or in the tub) -- so how does the "role play" work if all you can say is "I'm sorry, but the warranty doesn't cover accidental damage." or -- is that all they're looking for?

Much thanks in advance and GLTA!

 

[SCIONTX]

First, let me say you guys are awesome.

I have one question, though (and yes I've already seen it asked a few times in the forum but no actual answer -- unless I missed it).

RE: "Pretend you're a rep and a customer is calling to tell you they dropped their iPad and now it won't work."

Apple doesn't cover repair issues caused by accidental damage (like dropping something on the floor or in the tub) -- so how does the "role play" work if all you can say is "I'm sorry, but the warranty doesn't cover accidental damage." or -- is that all they're looking for?

Much thanks in advance and GLTA!

The key is to show empathy and probe to see if there is a backup somewhere perhaps in iTunes or iCloud. Not just say, "too bad so sad".

 

[Sjbuckeyes]

First, let me say you guys are awesome.

I have one question, though (and yes I've already seen it asked a few times in the forum but no actual answer -- unless I missed it).

RE: "Pretend you're a rep and a customer is calling to tell you they dropped their iPad and now it won't work."

Apple doesn't cover repair issues caused by accidental damage (like dropping something on the floor or in the tub) -- so how does the "role play" work if all you can say is "I'm sorry, but the warranty doesn't cover accidental damage." or -- is that all they're looking for?

Much thanks in advance and GLTA!

My answer to this :

"I am definitely sorry to hear your iPad is broken, as an avid iPad user myself I know I would be upset if mine was damaged BUT a good feature on the iPad is iCloud which you can get to from any device by going to iCloud.com. I believe this is where we should start so you can get your important information then we can go over options of getting a new iPad"

 

[SCIONTX]

My answer to this :

"I am definitely sorry to hear your iPad is broken, as an avid iPad user myself I know I would be upset if mine was damaged BUT a good feature on the iPad is iCloud which you can get to from any device by going to iCloud.com. I believe this is where we should start so you can get your important information then we can go over options of getting a new iPad"

Yep, good stock answer. They'd be able to get an iPad 3 (assuming that's what they have) for $299. That's the out-of-warranty service fee.

 

[famous600]

First, let me say you guys are awesome.

I have one question, though (and yes I've already seen it asked a few times in the forum but no actual answer -- unless I missed it).

RE: "Pretend you're a rep and a customer is calling to tell you they dropped their iPad and now it won't work."

Apple doesn't cover repair issues caused by accidental damage (like dropping something on the floor or in the tub) -- so how does the "role play" work if all you can say is "I'm sorry, but the warranty doesn't cover accidental damage." or -- is that all they're looking for?

Much thanks in advance and GLTA!

I'd show empathy first then ask if they have Appllecare on the device which does cover two instances of accidental damage at $49 service fee.

 

[crazysybil]

First, let me say you guys are awesome.

I have one question, though (and yes I've already seen it asked a few times in the forum but no actual answer -- unless I missed it).

RE: "Pretend you're a rep and a customer is calling to tell you they dropped their iPad and now it won't work."

Apple doesn't cover repair issues caused by accidental damage (like dropping something on the floor or in the tub) -- so how does the "role play" work if all you can say is "I'm sorry, but the warranty doesn't cover accidental damage." or -- is that all they're looking for?

Much thanks in advance and GLTA!

What they are looking for is empathy, and then a resolution

 

[famous600]

What they are looking for is empathy, and then a resolution

And BOOM! goes the dynamite.

 

[empahteticTechi]

*********************************************************
And for all those wanting to know timelines.....
applied 9/1 3am
email with 12 questions 9/3 10pm
first interview/phone call 9/7 3pm
facetime interview 9/11 3:15p
email for application and 3rd interview set up 9/11 4:15p
3rd interview facetime 9/24
possible start date 10/29

*Thanks for the timeline. It gives me much needed hope!

 

[sk2bbb]

First, let me say you guys are awesome.

I have one question, though (and yes I've already seen it asked a few times in the forum but no actual answer -- unless I missed it).

RE: "Pretend you're a rep and a customer is calling to tell you they dropped their iPad and now it won't work."

Apple doesn't cover repair issues caused by accidental damage (like dropping something on the floor or in the tub) -- so how does the "role play" work if all you can say is "I'm sorry, but the warranty doesn't cover accidental damage." or -- is that all they're looking for?

Much thanks in advance and GLTA!

applecare allows 2 accidental damages for a fee of $49 per incident.

if it's FUBAR then they'd pretty much be getting a new (refurbished) ipad for $49

 

[empahteticTechi]

Target hourly range Q?

.

 

[sk2bbb]

I was wondering if anyone wants to disclose what they put for their target hourly range? I have read the posts about what others were offered, but I was wondering what people put for an answer to this question.

the first email they send you tells you how much the position is paying.

 

[VA-Enthusiast]

that's the funny part ... I DO !!

Image


dude , just hook the cables up . it's really not that hard

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i guess i've been working IT too long . it literally takes me about 10-15min

You're so funny! You are also getting closer to Apple's 30-minute setup rule! I'm gonna break you down. [joking]

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First, let me say you guys are awesome.

I have one question, though (and yes I've already seen it asked a few times in the forum but no actual answer -- unless I missed it).

RE: "Pretend you're a rep and a customer is calling to tell you they dropped their iPad and now it won't work."

Apple doesn't cover repair issues caused by accidental damage (like dropping something on the floor or in the tub) -- so how does the "role play" work if all you can say is "I'm sorry, but the warranty doesn't cover accidental damage." or -- is that all they're looking for?



Much thanks in advance and GLTA!

My "empathy" probing question was: In a role-playing scenario, the customer called and reported that she had left her iPhone in a restaurant and was very concerned about all the data stored. So, I first gave the empathy pitch about understanding her concern about the data and recall when I left my phone behind and felt like I had lost an integral part of my body....then asked about using the find my phone feature to locate the phone, iCloud storage backup feature, and also recommended that she consented to deactivating the phone in totality to ensure non-usage. Then I suggested the purchase of a Applecare's replacement phone and protection insurance plans. Well, something to that effect, anyway.

 

[KendraPlanet]

Thanks, all

I pretty much assumed the empathy/customer service side, and I thought there was no accidental damage protection at all (I think I was confusing Apple Care with the warranty there somewhere).

All of my experience is for Windows support and zero familiarity with Apple protection terms, replacement terms, iCloud, etc. YIKES.

More for me to study.

Thanks again.

 

[VA-Enthusiast]

Check this out!

I called the local Apple Retail Store about completing the I-9 document tomorrow. The store manager said the i5 will be featured in their store tomorrow so don't even think about coming in to bother them with new hire paperwork stuff. Suggested I wait until Monday. LOL...but Who wants to deal with a crowd anyway when I am going to be working from the comfty of my cubbyhole? Talking about a withdrawal from society..... Oh, yeah!!!

 

[ChaosxKitten]

if there is a log file that can determine when you use your PC i can assure you they can see 75% of the things you do on there such as website logs and keylogs. how long and how often you're using specific programs.

now whether they choose to see all that is up to them

They do have access and they will do this. At my current job I've had both Apple and IBM go into our computers and get logs and people were fired because for some god awful reason they thought it was ok to be talking to each other sexually through iChat. Don't take chances if you don't want to lose your job. It's as simple as that. I'm sure starting it early isn't going to be a firing offense but letting other people use it, having it on when not working when we start, and using it for personal use could be.

 

[sk2bbb]

I called the local Apple Retail Store about completing the I-9 document tomorrow. The store manager said the i5 will be featured in their store tomorrow so don't even think about coming in to bother them with new hire paperwork stuff. Suggested I wait until Monday. LOL...but Who wants to deal with a crowd anyway when I am going to be working from the comfty of my cubbyhole? Talking about a withdrawal from society..... Oh, yeah!!!

very welcoming weren't they?