Great working from home, a lot of stress...
Pros: Not having to drive to work, saving money on lunch, 25% discount on personal purchases, paid training for two weeks, they force you to take all breaks and lunches.
Cons: Management, a lot of secrecy, schedules, always always busy, compensation.
This position for at home advisor is an apple care advisor.
My normal day as chat advisor starts with me logging in to the computer apple sent me 5 minutes before the shift so i can check email and get prepared for work.
As soon as your shift starts you will get busy. In chat we are expected to answer two chats at the same time. Each chat is expected to be resolved in 25 minutes or less. If the customer needs screen sharing we also do that.
In these 25 minutes you have to defuse the customer, assure, and provide support by troubleshooting or providing the appropriate response.
You will have to log all the interaction, case notes, followups, send emails to customers,
In this position you will not get holidays off, you will get them paid as holiday pay and overtime. So that's nice, however you can't be with your family cause it's super busy.
Schedules are according to your performance, what defines your performance is customer's feedback or surveys. Picture a very angry customer who just lost all his contacts in iCloud and you can't recover them. Or someone that purchased a stolen iPhone and can't activate it. Those customers will give you a bad survey based on their feelings about the company. This will affect your metrics and schedules.
If you're a super good advisor, you will get 1 weekend day off. They have 4days x10hrs or 5days x8hours schedules.
I started as an at home phone advisor, answered between 18-25 calls per shift. Calls can take as little as 10 minutes other calls can take as much a 3 hours. Depending on what the issue is.
After – more... being in phones for 1 year i was sent to chat support, that was far more stressful. Chat advisors are expected to have dual chats at all times. Yes, troubleshooting two issues at the same time.
Sometimes you need to help out using screen sharing for two customers at the same time. For a minute picture two very angry customers asking you if you are there. Or picture Apple releasing a bad iOS or OSX update, as it happens very often. No one knows whats going on, and Apple expects you to help as much without even having hands on that iOS yourself.
FYI, they are recording all you do at all times, be careful about what you say about management or the company in private chats. They will confront you for private conversations and show you the conversation.
I started at $18, raises only come once a year and is based on your performance. Yes, some advisors don't get a yearly raise. The top raise is 9%. But for this kind of raise you have to do a lot, like provide apple with a new app or something new. Most people get between 0 and 6% raise a year. So it will take you years to get to $20.
You can also go to tier 2, however many departments are very full, so the opportunity only comes once a year for 1 advisor of 25 or 30. This is true in chat or iTunes department. For phones it may be faster and more advisors.
The turn over rate for this position is very high, if you have nothing else lined up. Which was my situation, it's an ok position. Picture an Apple Store before christmas, yup that's how it is on phones and chat, talking to customers the whole day.
The first two weeks are paid training, there's a test at the end of the two weeks, 4 of the 20 advisors that where hired when i was hired did not make it pass the two weeks. Failed the test. You will feel very bad for these people that left a steady job for this.
Chat support is open 24 hours and phones from 7am to 10:30pm EST.
Hope you find this helpful.
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