Apple Recruiting for iPhone Support Techs

[MacRumors]

AfterCollege.com is advertising a job for a Senior iPhone Support Representative for Apple, Inc. in Austin, TX.

The full time position requires applications by no later than May, as training classes begin that month.

The Sr. iPhone Support Representative is responsible for answering questions for Apple customers and partners. Viewed as an escalation point, the candidate should be able to provide prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer.

Duties listed include handling escalated questions on both hardware and software issues as well as doing troubleshooting for GPRS/EDGE, Wi-Fi and Bluetooth wireless technologies.

Apple's job site also lists similar offers for iPhone service representatives.

As an iPhone Sales & Service Representative, you’re at the core of the customer’s experience. This newly created position (like a true pioneer) will fuel the iPhone revolution!

Apple's iPhone is expected to be released in "late June" according to the latest reports. Clearly, Apple is going to need support staff in place at time of launch and is making preparations.

[ibook30]

Glad to hear that they are hiring up in Austin. Keep some Apple in Texas!

[koobcamuk]

Customer support for a phone is very different than for a computer. Good luck Apple...

[Digital Skunk]

That rep may not be answering very much software questions.... what software is there besides iCal, Address Book, and the basic stuff that's been in OS X for 7+ years. If iCal crashes on my iPhone I am sending it back.

[lazyrighteye]

Huh.
Of the 13 items under the 'Preferred Qualifications' list, 6 are Windows-specific while none of them are Mac-specific. Does anyone else find that interesting?

• Experience with Microsoft applications such as Office or Outlook
• Ability to navigate in the Windows environment – such as getting basic system information, explorer navigation
• Knowledge of program files and system files in Windows
• Experience with troubleshooting external devices in Windows
• Basic installation and removal of application in Windows.
• Experience with iTunes in Windows

And why would experience with Office or Outlook be required?
Hmmm...

With this position responsible, in theory, for customer support for both Apple AND at&t... I don't know, just has 'scape goat' written all over it should the fit hit the shan.

[Project]

Originally Posted by lazyrighteye

Huh.
Of the 13 items under the 'Preferred Qualifications' list, 6 are Windows-specific while none of them are Mac-specific. Does anyone else find that interesting?

• Experience with Microsoft applications such as Office or Outlook
• Ability to navigate in the Windows environment – such as getting basic system information, explorer navigation
• Knowledge of program files and system files in Windows
• Experience with troubleshooting external devices in Windows
• Basic installation and removal of application in Windows.
• Experience with iTunes in Windows

And why would experience with Office or Outlook be required?
Hmmm...

With this position responsible, in theory, for customer support for both Apple AND at&t... I don't know, just has 'scape goat' written all over it should the fit hit the shan.

Well the iphone (like the iPod) will basically be a Windows business. 95% of buyers will be using Windows.

[lazyrighteye]

Originally Posted by Project

Well the iphone (like the iPod) will basically be a Windows business. 95% of buyers will be using Windows.

Good point.
I guess I was more commenting on why would a Sr. iPhone Supprot Rep need to be comfy in something like Office and Outlook?
It's not like those apps will run on an iPhone, right??

[Project]

Well one can only presume that the call centre will be using Windows.

Though knowledge would be needed anyway, as there is an Outlook sync option in the iPod for contacts and calendar data, which I presume is extended further in the iPhone.

[SeaFox]

Originally Posted by lazyrighteye

And why would experience with Office or Outlook be required?
Hmmm...

With this position responsible, in theory, for customer support for both Apple AND at&t... I don't know, just has 'scape goat' written all over it should the fit hit the shan.

Well, the iPhone working with OSX desktops will be a "plug and play" experience. I mean, wouldn't iSync do everything for you pretty much?

It's getting stuff to sync on the Windows side thats going to be the hard part. The iPhone will be have to interface with MS Outlook and other files on the PC. Apple doesn't need to hire iPhone reps who are familiar with Macs! They can just recruit people from the general OSX support ranks to be trained on the iPhone. But I doubt Apple has a huge number of Windows tech support personnel.

[lazyrighteye]

While I knew it would be available to those running Windows, I guess I hadn't considered that the iPhone would also be supporting Windows-based apps. Weird.

Just figured Apple's approach was more the 'sure, it'll talk to your Windows machine. But for all the seamless integration, you'll need a Mac' approach.

Thanks all.

[BlakTornado]

well, it's incredibly possible that the iPhone could have Office on it - after all, it has other apps like iCal and safari. The iPhone is just a tiny consumer computer with the ability to make calls. Why not include office with it? This could be one of the things that makes people buy it - a PDA-like functionality.

[twoodcc]

well i'm glad that they are hiring more people for the iPhone.....i just wish they could have hired more people instead of taking people away from Leopard

[livingitlive]

Err Guys (n Gals) -- Cisco's Linksys division is based in Austin.... This could be for the other iPhone.

[ibook30]

Originally Posted by livingitlive

Err Guys (n Gals) -- Cisco's Linksys division is based in Austin.... This could be for the other iPhone.

On the other hand - it does say "Company: Apple, Inc. " - not "Company: Cisco Inc" ,,,,,

[noriyori]

Originally Posted by lazyrighteye

Huh.
Of the 13 items under the 'Preferred Qualifications' list, 6 are Windows-specific while none of them are Mac-specific. Does anyone else find that interesting?

• Experience with Microsoft applications such as Office or Outlook
• Ability to navigate in the Windows environment – such as getting basic system information, explorer navigation
• Knowledge of program files and system files in Windows
• Experience with troubleshooting external devices in Windows
• Basic installation and removal of application in Windows.
• Experience with iTunes in Windows

And why would experience with Office or Outlook be required?
Hmmm...

With this position responsible, in theory, for customer support for both Apple AND at&t... I don't know, just has 'scape goat' written all over it should the fit hit the shan.

uhhh yep. hopefully MSoffice support on the iphone.
check yesterdays rumor about AT&T targeting business customers:
http://www.macrumors.com/2007/04/23/...ess-customers/

the only way to target business is to support office

[ariel]

I'm thankful the people they are hiring are in the USA and not outsourced!

[Di9it8]

Originally Posted by ibook30

On the other hand - it does say "Company: Apple, Inc. " - not "Company: Cisco Inc" ,,,,,

Is this the love in Cisco and Apple promised!!

[Di9it8]

Originally Posted by twoodcc

well i'm glad that they are hiring more people for the iPhone.....i just wish they could have hired more people instead of taking people away from Leopard

Its good they are hiring, I have just bought a Sony P990, and their support, the phone are complete rubbish, its going back asap

[MrCrowbar]

Originally Posted by SeaFox

Well, the iPhone working with OSX desktops will be a "plug and play" experience. I mean, wouldn't iSync do everything for you pretty much?

It's getting stuff to sync on the Windows side thats going to be the hard part. The iPhone will be have to interface with MS Outlook and other files on the PC. Apple doesn't need to hire iPhone reps who are familiar with Macs! They can just recruit people from the general OSX support ranks to be trained on the iPhone. But I doubt Apple has a huge number of Windows tech support personnel.

errr. everything goes over iTunes. iPods already sync contacts, calendars, podcasts and photos (not to forget music) through itunes. In the keynote it's been shown that the iPhone is synced via iTunes, there was even a tab for syncing ringtones. iSync is for non Apple phones.

[ObsidianIce]

extremely bad presumption...

Originally Posted by Project

Well one can only presume that the call centre will be using Windows.

Originally Posted by BlakTornado

well, it's incredibly possible that the iPhone could have Office on it - after all, it has other apps like iCal and safari. The iPhone is just a tiny consumer computer with the ability to make calls. Why not include office with it? This could be one of the things that makes people buy it - a PDA-like functionality.

Office will not ship on the actual phone either. Apple And Microsoft aren't anywhere near close enough for that to happen.

[skinnylegs]

well, it's incredibly possible that the iPhone could have Office on it

You mean something like this?

[Shagrat]

Originally Posted by skinnylegs

You mean something like this?

And maybe Apple running a sort of closed shop on iPhone apps is not such a bad idea at all

[BiikeMike]

I wanna work for !

To bad you'd have to put a gun to my head before getting me in a freakin call center!

[ObsidianIce]

Originally Posted by BiikeMike

I wanna work for !

To bad you'd have to put a gun to my head before getting me in a freakin call center!

You in Austin? There's more than just the call center here.

Lol and that image is scary skinnylegs, not a bad photoshop

[richard4339]

Originally Posted by twoodcc

well i'm glad that they are hiring more people for the iPhone.....i just wish they could have hired more people instead of taking people away from Leopard

Number one rule of software development: If you're falling short and your deadline is approaching, hiring more people at the last minute tends to make you fall even MORE behind, because you have to use your existing resources to train them instead of doing their work on the project.

Sadly, I think the job description sounds like fun. Too bad I live in TN =/