Working as an AppleCare Senior Chat Advisor

Discussion in 'Apple, Inc and Tech Industry' started by TheHorsesMouth, Sep 28, 2018.

  1. TheHorsesMouth macrumors newbie

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    Sep 26, 2018
    #1
    I want to try and provide as much infomation as I can, but along with that I may hold to hold out some details for certain questions so I can remain as anonymous as possible. I do want to keep myself employed. I think I can provide some insight to some common misconceptions when it comes to AppleCare Chat Advisors. First, I do not work for Apple. Most of us work for 3rd party contractors. We compete with what is called "enterprise" and I think those are the actual Apple employees. I may be wrong on that as well. We are not allowed to admit that we work for Apple. The building i work at has other projects that do not do the work we do. Though the other projects know we all work for Apple, it is not to be spoken of there or anywhere. We are usually referred to as working for " the fruit company". I am on a team of other senior advisors and we perform better than enterprise on a regular basis in most areas but not all. I have been curious for a while now if I an able to provide any insight that Apple customers are interested in hearing. Feel free to ask me anything, and I will answer to the best of my abilities. Thanks!
     
  2. Weaselboy Moderator

    Weaselboy

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    #2
    So if I call the AppleCare 800#, am I always going to talk to a contract employee like you, or is it a mix of Apple employees and contract employees?
     
  3. TheHorsesMouth thread starter macrumors newbie

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    Sep 26, 2018
    #3
    Good question. It is 100% a mix if you are calling in for technical support. However, if you are speaking to Customer Relations then I believe that you are speaking with an actual employee of Apple. But I have know away to know for sure as we are not privy to that info. All contractors work differently. My site is strictly chat support, we literally have no access to phones.Senior advisors through some contractors are both chat and phone support. This can confuse customers because som3 seniir advisors can switch from chat and call you, where others have to transfer you to a senior advisor with phone access.
     
  4. Weaselboy Moderator

    Weaselboy

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    #4
    I see. I have never used the chat support. So if one does, does the chat go right to you, or is there some intermediary person I might chat with who then connects me to you?
     
  5. TheHorsesMouth thread starter macrumors newbie

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    Sep 26, 2018
    #5
    It will connect you straight to an advisor that is not yet a senior adviosr in most cases, but if things are very busy you can be connecred to a senior advisor first. This may get a bit complicated now. I am only a senior advisor for iOS. I am also an advisor for macOS but not yet a senior advisor. There are senior advisors that are trained in both iOS and macOS, then there are senior advisors that are only one or the other.
     
  6. Weaselboy Moderator

    Weaselboy

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    #6
    Gotcha thanks...

    Is there some sort of Apple database you have access to to help you solve problems? Something more than the publicly available support we see at apple.com.
     
  7. TheHorsesMouth, Sep 28, 2018
    Last edited: Sep 28, 2018

    TheHorsesMouth thread starter macrumors newbie

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    Sep 26, 2018
    #7
    Absolutely. We have the same articles that the public can view, but those articles from our end have additional information at the bottom. This information is more guidelines for us as far as prcedures that we are to follow internally as well as steps we can have the customer try. We aslo have many articles that are strictly Apple internal information, which the public has zero accesd to. Apple goes through great lenghts to keep it this way. We are not allowed to have any electronics, paper of any sort, or writing utensils while we are on the floor. And obviously our computer activty is heavily monitored.
     
  8. ArtVandelay29 macrumors regular

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    Aug 12, 2014
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    DFW
    #8
    Would you mind telling us the pay rate you started at and your current pay rate, along with roughly the area of the country you're in?
     
  9. TheHorsesMouth, Oct 3, 2018
    Last edited: Oct 5, 2018

    TheHorsesMouth thread starter macrumors newbie

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    Sep 26, 2018
    #9
    Sure. I may need to be a bit careful with what info I provide for this question since I work at the only company in my state that does this. Where i live is known for horses and bourbon. I started off making $13 an hour, and have made a couple bucks per hour in raises since I am trained in iOS and macOS, and being a senior advisor. Where i live, that is a great hourly rate compared to most other places to work. I live in a very rural state, very far from California. From what I have heard, if I were an actual Apple employee doing exactly what I do now, my pay would be much much more. How true that is, I have no clue. I think that many of the people that chat in believe that we are highly trained technicians. We are not technicians by any means, and the raining we receive is miniscule and quite pathetic really. The range of skill for chat advisors is ludicrous. I would dare say that a significant amount of chat advisors are not very good at the job. The better performers stand out, and are a minority. The turnaround rate is crazy as well because the job can be very stressful because of the scrutiny we are put through in regards to our performance is ridiculous. On top of that we do not chat with just one customer at a time, we have at least two active chats basically at all times, sometimes 3 which can be very hard considering we are not supposed to be unresponsive to any customer for more than 2 minutes between each message sent. All this while we do research for 3 seperate issues. It can be a bit rough, especially considering that a large portion of customers take their anger of Apple out on us, as they think we are Apple employees. I do want to mention that I personally do not like Apple as a company, and I do not own a single Apple product and I intend to keep it that way. I feel this makes me better at my job though, as I usually have the customers back completely, and not Apples. You may be wondering at this point, why would I apply to work for Apple if I do not like them? I took the job for "customer support chat agent" 1 month before my first day of work, and I literally had no idea I would be working for Apple until my first day on the job. Apple is very good at keeping secrets, and very good at making others do so on their behalf as well.
     
  10. Weaselboy Moderator

    Weaselboy

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    #10
    Dang friend... my head would asplode! :eek:

    When there is a somewhat widespread issue going on, do they give you any inside information about what Apple is doing about the problem so you can pass it along to customers? I'm thinking of the current issue with some iPhone Xs models having poor LTE performance in low signal areas.
     
  11. TheHorsesMouth thread starter macrumors newbie

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    Sep 26, 2018
    #11
    I literally had a chat today about that very issue on an Xs Max. The only info I have seen is that we are to have the customer try a few basic steps involving airplane mode and if the issue persists which I am sure it always will, we get them to phone support as they are the only group that can gather logs from the devices for the Apple Engineers. I am sure the next few iOS 12 updates will be released quickly to fix the issues found such as this. These chats can get ugly because customers understandably want to know why this is happening but even we chat advisors do not have that info and it makes customers think we are withholding info. As for 3 chats at once, which we doing now due to the launch, you are right, it is absolutely maddening trying to switch from chat to chat while fixing the issue and being completely professional.
     
  12. TheHorsesMouth, Oct 5, 2018
    Last edited: Oct 5, 2018

    TheHorsesMouth thread starter macrumors newbie

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    Sep 26, 2018
    #12
    If I could have any advice of mine actaully be followed it would be this. Never ever ever buy the first release of any iPhone model and never download the first release of any iOS or macOS software. It is not like they are released with bugs/issues intentionally but they simply do not know until the public is able to download and report the issues. Once they know, they can then take action to fix said issues, but never expect there to be no issues with a new release.
    --- Post Merged, Oct 5, 2018 ---
    A new issue was recently found with the iPhone XS and XS Max models.They will not charge if plugged up while in Sleep Mode/Screen Locked. If you plug it up before locking the screen or unlock the screen after plugging it up then it will charge. You can also go into the Face ID and Passcode settings and scroll down to enable USB Accessories, and this should stop the issue. Not sure if this is intentional or not, or if it will be changed with an upcoming iOS 12 update but it is an issue right now.
     
  13. C DM macrumors Sandy Bridge

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    Oct 17, 2011
    #13
    Yup, seems like that charging issue (which supposedly can affect other devices as well) is addressed and should be coming out in iOS 12.1: iOS 12.1 Beta Includes Fix for iOS 12 iPhone and iPad Charging Issue

    And looks like Apple is looking into network connectivity issues as well: Apple Looking Into LTE Connectivity Issues Affecting Some iPhone XS and XS Max Owners
     
  14. Oak817 macrumors newbie

    Joined:
    Aug 17, 2016
    #14
    It's interesting that you call us "enterprise". I worked for Apple for three years in Chat support. I was hired directly with Apple and was an actual Apple employee. My experience with the "vendors" (3rd party contractors) wasn't the best, but I know my experience with them does not represent all the vendors as a whole!
    --- Post Merged, Oct 5, 2018 ---
    I wanted to chime in. In addition to the internal resources that were in place, believe it or not many Apple employees monitor this site and others like it. We officially could not refer customers here or other sites, but we do sometimes use information from the site and forum posts to help customers. Also the 'How-To' articles on some of the tech sites are more informative and thorough than what we had internally (or even the public Apple support articles).
     
  15. TheHorsesMouth thread starter macrumors newbie

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    Sep 26, 2018
    #15
    I can only imagine how your experience with us vendors went. As I mentioned before a very large portion are not cut out to do the job. I think that is why so many of us quit in a short amount of time. I am very curious about the training that the Apple chat advisors get because the training we get is absurdly miniscule. We also are not permitted to use any information from sites like this but on top of that we cannot access these sites from work computers because of the internet restrictions we have.
     
  16. Oak817 macrumors newbie

    Joined:
    Aug 17, 2016
    #16
    My main issue with vendors was a lot of them were not professional with customers and provided misinformation or outdated information. So when the solution they provided would not work and the customer would contact us again. We would get the this now angry customer, and have to turn their experience around.

    Training was two or three weeks. It was very thorough and fun. Awesome instructors. But the best and fastest way to learn was to just jump in and take chats and start helping customers.

    I worked from home, so I was provided two iMacs. Was also provided any additional accessories that was needed. The computers weren't "monitored" until you logged into VPN. We had unrestricted access to the internet, but you obviously had to use common sense and not visit adult websites, downloading torrents, etc. While you were on VPN, management could tap into your computer and see your screen at anytime they wanted.

    In helping customers, Google was our friend. The tech sites had more information and better walkthroughs. Apple is very secretive and tight lipped on a lot of things and it always showed in their official support articles. Which can be vague. So it would sometimes make our jobs difficult, we would have to be creative and find other resources.
     

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15 September 28, 2018