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Apple AppleCare Advisor Interview Questions

Updated Jan 14, 2015
Updated Jan 14, 2015
31 Interview Reviews

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  1. 4 people found this helpful  

    Applecare At Home Advisor Interview

    Anonymous Interview Candidate in Seattle, WA
    Anonymous Interview Candidate in Seattle, WA
    Application Details

    I applied through an employee referral. The process took 6 weeksinterviewed at Apple.

    Interview Details

    Applied middle of November, got a call 4 days later from a recruiter who said she'd looked over my resume and I'd be the perfect fit but they won't be hiring until January. She explained the in's and out's of the job and asked if I'd be interested. I received a call back from her a couple of weeks later and she scheduled an interview with another recruiter. The interview was over Skype and lasted about 20 minutes. She explained the training process and expectations regarding scheduling and such. We did a couple of role-play situations where I was an Apple Care rep and had to solve her issues. After the interview she told me she'd be forwarding my information to be interviewed again with a Team Manager for the final interview. This was about 2 weeks later. (Dec 17th) This interview was also over skype. The Manager got more into detail with benefits and scheduling. He also had a few role-play scenarios for me to act out. A couple of hours later, I received a call from the recruiter who did the first interview offering me the job and asked if I'd like them to run a background check. I accepted the offer and they started the background check process last week. Since they were running it over the holidays I was expecting it to take a bit longer. Now just awaiting the call saying background check is passed so I can sign papers.

    Interview Questions
    • I'm on my honeymoon at the beach in Hawaii and I had my iPhone in my gym bag while I was swimming and it seems like my water bottle spilled in the bag, what do I do? All my wedding photos are on my phone! Am I going to lose all my pictures?   View Answer
    Negotiation Details
    The pay is more than reasonable, so there was really nothing to negotiate. It's a work from home position making a lot more than I am currently. I accepted gladly!
    Accepted Offer
    Positive Experience
    Difficult Interview
  2.  

    Applecare At Home Advisor Interview

    Anonymous Interview Candidate in Long Beach, CA
    Anonymous Interview Candidate in Long Beach, CA
    Application Details

    I applied online. The process took 4 weeksinterviewed at Apple in January 2015.

    Interview Details

    Applied on apple website. After applying, contacted the following Monday. Small phone interview and was told o was being sent for the next interview which was a Skype interview. Had it today and was very relaxed but nerve racking. Was told I'd be notified by Monday if passed on 50 the next skype interview.

    Interview Questions
    • A role play scenario: I just got back from my honeymoon and my iPhone is not working.   Answer Question
    No Offer
    Positive Experience
    Average Interview
  3.  

    Applecare At Home Advisor Daytime Chat Interview

    Anonymous Interview Candidate
    Anonymous Interview Candidate
    Application Details

    I applied online. The process took 2+ monthsinterviewed at Apple in January 2015.

    Interview Details

    First is a phone interview. Roughly 5-10 minutes. A Recruiter will explain what the job entails and then asks a troubleshooting question. Then I received another phone call the next day to setup an interview with a recruiter via video chat. The second interview took around 20-30 minutes. My recruiter briefly explained what was required for the position and then went into a few roleplaying scenarios. She was looking for customer service skills more than technical background. She also was looking for your thought process for troubleshooting. Considering this is a entry level position for troubleshooting, being basic is ok. Things like is it plugged in? Did you try another charger? Things of that nature. After that she told me she liked me and would push me to my final interview. Waiting for the email or phone call. She said I should expect a phone call or email sometime this week or next. From my understanding, its a brief phone interview and 2 video chat interviews plus the background check after.

    Interview Questions
    • There really wasn't a difficult or unexpected question during the interview. Im pretty sure anyone who is applying for this position has some background in technology or troubleshooting. As long as you show your customer service skills you should be fine. Customer service > Technical background. Apple as extensive and in depth training if you get the job. Anyone can teach someone how to troubleshoot or fix their product, but they cant teach customer service skills. You either have it or don't.   Answer Question
    No Offer
    Average Interview
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  5. 2 people found this helpful  

    Applecare Advisor Interview

    Anonymous Interview Candidate in Sacramento, CA
    Anonymous Interview Candidate in Sacramento, CA
    Application Details

    I applied online. The process took 1+ weekinterviewed at Apple in September 2014.

    Interview Details

    Incredibly positive experience. Received call from recruiter on a Friday, had a short interview with her the following Tuesday, followed by the next level recruiter on Wednesday, and my final interview with a hiring manager on Thursday. Received offer on Friday. I've never had such a quick turnaround time, and such a positive interviewing experience. Every person I spoke to was friendly, courteous and respectful of my time.

    Interview Questions
    • Give me an example of a situation where you had to deal with a difficult customer situation that you resolved to the satisfaction of the customer and your employer?   Answer Question
    Negotiation Details
    Not applicable. Salary was fixed, and was very fair. Full benefits included.
    Accepted Offer
    Positive Experience
    Average Interview
  6.  

    At Home Advisor - AppleCare Interview

    Anonymous Interview Candidate in Draper, UT
    Anonymous Interview Candidate in Draper, UT
    Application Details

    I applied online. The process took 4+ weeksinterviewed at Apple in September 2014.

    Interview Details

    There was an initial phone interview, then that person set up a video conference interview. The phone interview was your normal basic interview questions. Such as work experience, why you want to work for Apple, etc. My phone agent scheduled a live video interview for me, but told me the time in the wrong time zone. As a result the interviewer had to call me to find out where I was and I ended up being 15 mins late to my interview. I was unfamiliar with the interview program they used (They used HireVue...but on the phone I was told it would be via Skype or Facetime) and as a result I had some technical issues from the start. The entire video interview process left me feeling scattered and unprepared.

    Interview Questions
    • I was expected to simulate chat help with two different customers at once. The questions asked by those "customers" were ones I couldn't possibly answer without training.   Answer Question
    No Offer
    Negative Experience
    Difficult Interview
  7. 1 person found this helpful  

    Applecare Advisor Interview

    Anonymous Interview Candidate
    Anonymous Interview Candidate
    Application Details

    I applied online. The process took 5 weeksinterviewed at Apple in August 2014.

    Interview Details

    I applied June 2014 and the recruiter called for the screening interview in July. I was then moved on to the FaceTime Interview and passed that. Waited 3 weeks for a followup for the FaceTime interview with a team manger this past Monday. Told me to wait 2-3 weeks for a decision and today I got the call and accepted the offer! waiting for background check info from HireRight. Know the products to some degree, also helps to own the product. Empathy!!!! during the role plays. They are big on that. Be very personable as you can with all interviews as well.

    Interview Questions
    • "What is an Operating system."   View Answers (2)
    • Describe a time where you ran into an issue you could not solve right away and how did you go about solving it   Answer Question
    • Role Play: My AppleTV is not connecting to the Internet what do I do?   View Answer
    Negotiation Details
    No negotiation. They inform you of pay in the beginning.
    Accepted Offer
    Positive Experience
    Difficult Interview
  8. 2 people found this helpful  

    Applecare Advisor/AHA At Home Advisor Interview

    Anonymous Interview Candidate
    Anonymous Interview Candidate
    Application Details

    I applied online. The process took 6 weeksinterviewed at Apple.

    Interview Details

    The initial application is through cooljobs.apple.com. Apple posts jobs at that site, continuously.
    Submitted the short application and a resume.

    Approximately a week later, a recruiter called to inquire if I were still interested in the job. A short interview followed, asking about office accommodations and describing the job and pay.

    A week later, a recruiter with a second interview was done via video chat. This one more in depth, asking about experience and probing for long term personality compatibility.

    A week after that, a final interview was done via video chat, this time with an AppleCare Manager. This interview included questions regarding how I would react to certain situations, and technical questions about troubleshooting certain issues. Note: The AppleCare Manager was very impressed with the technical knowledge, indicating that most interviewees are not as technically inclined.

    A background check was done and took 2 weeks to complete. Upon completion, an official job offer was made. An email was received, congratulating me on the new hire. The email indicated paperwork would be sent via FedEx.
    The paperwork required identification documentation, I-9, Intellectual Property Agreement, the job agreement and offer letter to be filled and returned. A start date was then set.

    After the start date was set, a shipping date was also set. An iMac, phone, headset, etc... were all sent, property of Apple, to be used for job related tasks only.
    Immediately after, 6 weeks/8 hr days of interpersonal and technical training would begin, before going on the job.

    Interview Questions
    • Describe a time when you did something that you didn't think you could do.   View Answer
    Negotiation Details
    There was no pay negotiation. The pay rate is determined by locale. Experience, expertise, certifications, etc... don't matter. The qualifications are that you are smart, and easy to communicate with.
    Accepted Offer
    Positive Experience
    Average Interview
  9.  

    Applecare Advisor Interview

    Anonymous Interview Candidate in Seattle, WA
    Anonymous Interview Candidate in Seattle, WA
    Application Details

    I applied online. The process took 4+ monthsinterviewed at Apple in July 2014.

    Interview Details

    3 months after applying to Apple online I received a missed phone call from an apple recruiter letting me know they would like to setup an interview based on my application.

    Contact #1, Phone Interview-
    I was able to get in touch with the recruiter the same day and went through basic Q&A of:
    'work history?'
    'do you own any apple products?'
    'are you familiar with OS X OR iOS?'
    'do you have a home phone?' * note at the time of the application Apple was land line only and still had not made the swap to soft phone/VOIP, but my start date would be after they did (less than 30 days)
    'salary requirements?'
    'full time or part time? student?'

    I was informed starting Salary would be $16.50 for all NA WFH techs at tier 1 and could move up from there or work 2nd shift for the hourly percentage incentive if I wanted. Moving forward from here I was told that I would be moving on to a round 2 interview via Skype with video chat for a more in depth technical interview the following week.

    Contact #2, Skype Interview-
    (Read 10:30 AM PDT on the dot)
    I received the expected call on time and made met with my interviewer. After going over more technical questions, involving my background and other work history refresher, we finally moved on to the "technical role-play".

    Upon starting with a friendly voice I was able to meet and greet the "customer" probing the issue to find a quick resolve to make the "customer" happy and content with his service call. Interview role-play placed the customer in an airport just touching down, unable to make/receive calls/texts. Moving forward the role-play lasted for about 70 seconds before it was "resolved".
    The interviewer said I was great and should look for another email with the next interview date if I move forward. From here we recovered any questions I had about packages, salary, Paid time off/Holiday, etc. Making our goodbyes and ended the call.

    Contact #3, Email-
    "Sorry we have moved forward with another applicant, thank you."

    Interview Questions
    • Q: "I'm in an airport and my flight just touched down, I have no service yet I see other people around me using smart phones?"   View Answer
    No Offer
    Negative Experience
    Easy Interview
  10.  

    Applecare Advisor Interview

    Anonymous Interview Candidate
    Anonymous Interview Candidate
    Application Details

    I applied online. The process took 4 weeksinterviewed at Apple.

    Interview Details

    I submitted an application online and received a call about two weeks later with preliminary questions and they set up a facetime interview for a week later. I was then asked to schedule a second facetime interview for a week after that. The interviewer was very personable, and not intimidating like I had expected.

    Interview Questions
    • A customer calls and says that the airline lost their baggage with their computer in it. They have a presentation to give and need to get the files to their co-worker.
      I honestly have no idea how to troubleshoot this scenario.
       
      Answer Question
    No Offer
    Neutral Experience
    Average Interview
  11.  

    Applecare At Home Advisor Interview

    Anonymous Interview Candidate
    Anonymous Interview Candidate
    Application Details

    I applied online – interviewed at Apple.

    Interview Details

    Applied online on a Thursday morning, got a call THAT afternoon. Was invited for a second interview, which was scheduled for the next Monday. That was a FT interview with a second recruiter, and I learned via an email message the next day that I would be moving on to the 3rd interview. Hoorah! The message included a link to schedule the 3rd,with interview opportunities as soon as two days from them - the next Thursday. But - I was going to be out of the country starting that day and for the next week and a half. I emailed the recruiters involved explaining the situation, and eventually got a message from a higher up that said, basically 'safe travels, we'll do this when you get back.' So then I am indeed out of the country and one day start to see a series of missed calls from CA. Then I answer a call - it's the second recruiter asking if I am still interested in the position? I explained yes, but I thought everyone was clear that I was unavailable until the next week? That night, after another round of messaging with the 'safe travels' recruiter, I was finally told that I was confirmed for a 3rd interview the Monday following my return at 10AM EST (although all other interviews are scheduled for CST?). That day came and went with no call. Huh? I messaged everyone involved about a possible mix up in the time? Heard back from exactly NO one - zero. So, I went back to the message with the link to schedule your own 3rd interview and found that, indeed, I cold still do that, and I set up one for the next day. That time came, and I did get the FT interview. Alas, two days later, I got the dreaded email message that they had decided to move on with 'other candidates'. Crash! My wife thinks I should have tried to schedule the 3rd while we were out of the country and that I lost momentum by putting it off. In retrospect, I think she may be right. That whole 'confirmed 3rd interview at 10 AM EST' with the subsequent no interview was very strange. I have re-applied twice, and have heard nothing back. Oh well. Time to move on.

    Interview Questions
    • Describe the difference between Bluetooth and Wireless. I stumbled over that one....   View Answers (2)
    No Offer

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