Hello,
I have highlighted my answers in red to distinguish between question and answer. Please let me know if I have not been expansive enough in any of my answers.
I look forward to the possibility of hearing back from you.
<Signature block removed>
If you must choose between two evils, pick the one you've never tried before.
On Sep 18, 2012, at 5:32 PM, William wrote:
Hello!
Thank you for your interest in the AppleCare At-Home Advisor position!
In order for us to consider you for the role, please take a few minutes to answer the following questions by replying to this email.
Please format your answers so that they can be easily read.
1. If selected, youll receive a business-use Mac computer and telephone. You will need to obtain a quiet area, desk and ergonomic chair that meet our requirements, as well as a dedicated phone line and internet service meeting our minimum requirements (2Mb download, 384Kbps up). Monthly costs for phone and internet are reimbursed up to $50 (excluding setup & other fees) Are you able to work from home, and are you willing to attain the equipment necessary for this position?
Yes. I already exceed the internet requirement (Mine is 7 Mbps down, 2 Mbps up), and have a quiet area with desk and chair. My non-voip phone service (not sure if it is POTS or Digital) is not currently hard-wired into that area of the house, but can be run there in an afternoon.
2. Are you able to flex up your hours for busy times up to 40 hours (or more) within the following window: 5:00am-11:30pm CST and at least 8 of these hours per week would be on a weekend?
I am available 24x7x365, including weekends and holidays.
I would like (but do not require) consideration for some volunteer activities on the first and third wednesdays of the month, in the early evening (6pm CST-late).
3. When are you available to start?
Within 2 weeks, time enough to provide notice to my current employer.
4. This position begins with four to five weeks of paid training from your home. The typical schedule is Monday-Friday or Tuesday-Saturday 10:00 a.m. to 7:00 p.m. CST but may change based on business need. You will be tested at the end of each week and will be expected to pass testing in order to continue in the program. Are you available to complete this mandatory training on a provided full-time schedule?
Affirmative. I can make other arrangements for the volunteer activities mentioned in answer 2.
5. Why are you interested in Apple and this position?
My short answer would be that I see this as a fantastic career opportunity, in that it would allow me to excel while working for a company I have admired for many years. I am and have been an Apple addict for many years.
6. Please share with us your salary expectations including what you are making in your current role, were making previously if you are not working, and your target hourly range for this position.
<Salary and Target information removed>
7. What do you know about Apple Care and our products?
AppleCare is the technical support arm of the Apple family, covering extended warranties, phone support, and in-store troubleshooting (genius bar) and repair. Standard for 1 year with all products, it can be extended via purchase of a protection plan (extends 2 years for computers, 1 year for iPods, unsure on iPads and iPhones).
Product side I'm personally familiar with Mac OS (7.5 through X 10.7), both desktop and portable computing (except MacBook Air), and iPods (except touch). I have peripheral experience with iPod touch and iPhone products, though not in any great depth.
8. Are you available for a quick chat today or in the next few days? Calls will generally be made between Monday- Friday, 9.30am to 6.00pm Pacific Standard Time.
I am available all day Thursday and Friday this week during the times listed.
9. Please provide your phone number. If providing more than one number, please advise which is preferred.
<phone information removed>
10. Do you have a Skype or FaceTime account? If you're selected for an official interview, these are preferred. If you don't have a device with a camera, we understand. Please enter your contact info if applicable below.
Skype: <removed>
FaceTime: <removed>
11. Where do you live? Please include city, state and zip code.
Taos NM, 87571
12. Please provide a statement regarding your professional technical support experience.
I am fluent in troubleshooting Mac OS and Apple Hardware. I am able to troubleshoot most consumer Apple software (iLife applications, iWorks, Safari, etc) and some common non-Apple software (Microsoft Office, Adobe products, etc).
I am able to use basic trouble shooting skills to identify the issue and needs of customer in order to find a resolution the first time. I thrive on One call resolutions.
13. What is the definition of Hardware? Software? Would you be able to explain them to someone non-technical?
Hardware is the physical portion of the computer, the portions you can see and hear. Think of the computers hardware like your body.
Software is the bits that tell the hardware how to work. Think of the software like someones mind, reflexes.
14. What is the definition of empathy? Please provide an example of how you've been empathetic to a customer.
Empathy is the ability to relate to someone else's situation.
Example: The customer was calling from Florida in mid-late July with an overdrawn credit card that was past due on payments, trying to get a hotel transaction to go through. FEMA alerts indicate the customers home are was impacted by Tropical storm Debbie. I advised the customer that the card was overdrawn, but due to the nature of the transactions and the recent hardships her and her family had suffered we would honor the transaction. In breaking the news to her I advised her that, while I may not have experienced her situation first-hand, I could understand that she was having a difficult time and that I wanted to do everything I could to ease her troubles.
15. Please include your full name, last, then first.
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Please note, replying to this email does not confirm that you have an interview. We will be reviewing your response and contact you if we would like to move forward with you in our hiring process.
Also, please note, if you are contacted, up to 2 attempts will be made to reach you (due to tight time constraints). FYI, "Apple, Inc." will appear as the caller.
Thanks again for your interest! I look forward to hearing back from you soon.
Kind regards,
William
