Apple, work from home support job

Anyone who is thinking of doing it drop me a PM and you will think twice about it after some of the stuff i will tell you.

canbajire wrote: »

I just got the call yesterday to say I've got the aha job. The application took about a month from start to finish, however i didn't apply online, I was referred internally by a friend. Initially things went pretty quickly, straight away I had my frist phone interview, then it was arranged like two days later to have the skype interview and technical assessment and then another two days later I got the call to say they are happy to move onto the background check. I chased Apple after two weeks following the background check as I hadn't heard anything at the time and I was told then they were still trying to sort it (I'm doing a springboard course, hosted by one company and the awarding body is another so that was confusing for HireRight).

My question is what is the training like? Any tips to get me prepared? I start in June

Training just lession and you be grand its very very easy. ITs not very tech base at all and its more or less teaching you how to speak to people on the phone more so. Only thing is they dont teach you how to deal with a insulting person on the phone or a screaming person. Or if you see X rated content when your screen shearing.

Your 1st 3 days are about apple and why its a clut. Then the next 3 weeks is the training and you will have daily tests. Then at the end of 3 weeks you have your big test where you need to get 80% to stay i on i got 98% as the test is piss.

Get ready to get hard skin is the way to get ready and how to deal with the managers and people on the phone. I left as i was bullied by my manager I have proof and I hope you dont get my manager as there is some fantastic managers but my one was not. She called my deselxa a mental disease and told me i need to be cured of it and gave me a number to speak to someone to help me cure it .......

Get ready for DSATS and get a two hour couching on why you got it and how not to get it. When clearly it was me transferring a call over to a Greek speaking support as i dont speak Greek ha.

I do miss the job but the management is shocking there. And there is so many more reports i know from my own team why they left it was all because of the manager.

canbajire wrote: »

Wow, that's messed up man. I'm sorry you went through that. I always had the impression that Apple treated their employees rather well, but yeah I guess there's always that chance of getting the asshole for a manager. Can I ask what came of it? Like, did you report your manager and did the uppers deal with her or since you had proof of harassment did you push for compensation? No worries if that's too personal!

Not in the Call center end there is so much bullying going on there its nuts.

There was 2 formal complaints made by me about my manager and i know off another 8 and noting was said to her. The Sr managers side with the managers not with the lowly call center workers.

They did give me compensation after been forced out of the job ...... they said in a email that there was no grossmiscondact by my old manager but we are paying you this amount at the next payroll ........

canbajire wrote: »

Thanks for sharing that

No Problem just a heads up in apple your always wrong and apple is allways right as there policy's just make no seance at all at times and you will be extramly confused about them.

You dont need to have a clue about tech for the job just be able to speak to people in the right away.

The one thing i did learn and was the best thing is the way to deal with a caller on how i have transferred this over to my new rule.

I learned dont give extreme tech detail people cant understand it give the basics like yah this is broken and we are looking into it not telling them why in detail of this is broken.

Probe it is another thing is great as you can find out when things go wrong.

Then relate over some issue like this or something like that people love that and they have more faith in you then that they be thinking oh he had this issue to.

Then close it go over what you done for them in basic tech and ask if there happy and you will get a fantastic reply and a good CSAT for it.

Must things you learn how to fix off the top of your head as there the same issues all the time.

I used to do about 40 calls a day.

Main issues passwords forgot. Then Two factor accounts need to be recovered as people do not know what number they set up on there account to get back into it. There is no time frame for this as we cant recover it so get used to dealing with angry callers over this.

Battery issues are another and socail media apps are the ones that drain battery and people dont realse this and have to teach them that. Also the fact a battery does not last for ever is another thing you have to teach. Like say a iphone 6 has had 1300 cycles it needs to replaced people think because its a iphone it should last for ever it does not.

Then others will be billing issues that you give over to the itunes dept these are great for your scores.

People calling about stupid things that are not our issue EG why did i lose my candy crush game, Why is my ipod classic not working from 2007 ? and so on.

Then Beats calls you need a proof of buying it to set up a repair as loads of people call with fake pairs on the system and its quite funny how they try and get a free pair out of us.

Anything anyone wonts to know about calls you name it i will tell you. AS i was a Tair T2 after 3 months with suppoting beats, apple watch, accounts, mac lv1 and ios lv1 and lv2.

beardo81 wrote: »

TrustedApple, would I be correct in saying you enjoyed the work itself but had a horrible manager in the call centre? This thread is for the At Home Advisor positions but your info on the actual work involved is really good.

Would you have stayed with the company with a half decent manager?

Yes I would still be there if I had a proper manager.

I asked twice in my formal complaints to move team they where refused.

When I was handing in my notice I asked for it again as I did not won't to go also refused.

The work is easy and can be enjoyable but the management is the problem with huge bullying issues.

I ended up on a high scored I meet every target plus but my manager was not happy with that.

She also brought me into a metting about me logging on 20 mins early to review my servys and my peer feedback.