Apple Call Center... Not as cool as it sounds...STAY AWAY IF YOU CAN
Pros: Leaning about apple, you can learn to really sell and make people buy things they dont need
Cons: Low wage, unfair ethics, dishonest employees
There was a job posting on Snag a Job that was for customer service from Xerox. Filled out the application and next day was emailed to come in on specified day. Probably one of the 1st Red flags with a job interview process is minimal communication.
I didn't know this was a Apple Tech Support job until after some test in my computer proficiency. Long story short. You have to sit through 3 weeks of paid training to learn Apples devious tactics on making money through customer service, pretty much those Pay Per Incident plans that cost $19 for basic trouble shooting, yeah... you are trained to properly place your words to sell the PPI plan to customers who's warranty is up.
Work life is not flexible at all... unless your an Apple golden employee that has no Dissatisfaction on customer calls. Everything is performance based, ludicrous shift bids that change every 6 or less months, the company has no courtesy for your life outside of work. Don't like the Shift that was given to you? Then you quit.
I was the most knowledgeable amongst a group of new employees that were hired in with me (25 to be exact) that we all had to "Graduate" to be "authorized" Apple Tech Support you have to pass 3 tests maybe more and have to "Be aware of the information" not necessarily know it. Myself and 3 others were the most knowledgeable and we were able to choose from the best shifts when we were ready to go on the call floor.
The work was repetitive. rude Apple users that know nothing tell you that YOU know nothing when you try to help them with something. Or they are just so ill informed – more... and uneducated that even in lamens terms does no good. you get some good customers, don't get me wrong, but you deal with a lot that have no idea how to turn off the phone or even know what the home button was. I swear there were more than i want to admit who didn't know what I meant when I said "Press the Home button". Every call you take is heavily logged by the iLog system and YES you do use nothing but Mac computers and YES iLog is a proprietary phone logging software developed by apple that is the up most unreliable piece junk of software and always has problems. 9 times out of 10 each call you take sends a email out the caller asking them to do a survey. THIS IS WHERE IT GETS OUT OF HAND.
You will get dissatisfaction surveys for no logical reason at all. The ones i received, I did not deserved. It could have been that grandma did not know how to fill out the survey correctly and gave you 0 stars instead of the 5 stars you deserved, it could have been that another adviser got a call from the same customer and case number and provided poor service to them and in return the customer angrily filled out the survey in their inbox pertaining to YOUR services and you get nailed by someone else insubordination and poor job. Or it could have been that the customer was in a rush and was not patient enough to stop, driving, eating, working, or what not to take time out to work out what the problem was and left you a bad survey because he or she didn't care to work with you to help them. Or a customer wasn't able to reset their password because they forgot their security questions, they also cant access their email to reset it, they also don't have the credit card they used for itunes purchases to verify. So they stick you with a bad survey. The lists goes on! THIS IS 100% true. I have had people call while doing the most time intensive tasks, or an activity demanding 100% of their attention like driving, working, going to a funeral, taking care of a crying kid or baby etc. OR it could have been that they literately have no clue, that they couldn't follow your instructions in the most simplest way possible. and gave you a bad survey. Or you could have gotten a bad survey if a customer wasn't happy with another companies service that caused their iphone, ipod, computer etc. not to work. Everything that was out of your control was held against you as an employee and you were like a shield for Apple, taking all the penalties for "poor performance" and then have to take training courses over again because of it. If Apple releases a buggy update, you get held accountable.You have to have the up most patients to work a job like this. I cant say there was anything enjoyable about working here other than what it seemed like were the only 2 co-workers and my supervisor was very supportive.
All of the above affects your pay, your shift time, your days off, and the team you are on and supervisor. It is the most unethical way to work and do business and Apple should be ashamed that they operate this way. And NO, you cant talk to your supervisor or any higher up about removing useless surveys from your name even if the caller mentioned a different name in the survey. While cheesy apple store employees get paid more than the tech advisers that go through way more training, is a slap in the face. I litteraly had Apple employees call in from Apple Stores trouble shooting stuff for customers. What does this tell you? Yet you as the tech adviser get the lower wage, while Sally stands around in a blue shirt with the Apple logo and an iPad for $14 hr. You will never make the salary they say...EVER. If you are in a tight position and need the job, then that's ok, but don't plan on working here if you are looking for advancement or a good workplace. The people i worked with were not all the honest ones, employees would steal, or try to get you fired by doing something to your computer if you didn't lock it when you walked away. Steal or throw away lunches in the cafeteria to make room for their own oversize pizza box they brought. There was literally a heist of thieves that broke into the call center and stole over 8 mac computers and iphones and ipods. It HAD to have been an inside job, because they were good at doing it, knew exactly what to take, and what to do to break the Kensington locks on all the computers to take them. and they got away with it too. and dont forget the awesome discount on apple products of 6%. – less