Easy Interview – Overall Positive Experience – Yes, and I accepted – Mon, 13 Jul 2015
Interviewed null -1(took 35 days)
I applied on the Apple website on May 8. I received an email on June 22 about a phone interview on June 23, but due to some tech difficulty on her end, the interview was June 24. It was very simple. She just wanted to verify my experience, my work history, and she wanted to explain the job in detail. We talked about my personal experience with Mac products. She also asked me about a time when I did basic troubleshooting for an Apple product for friend or family member. After confirming that I would be available for 100% attendance for training, she set up my second interview 1 week later on July 1st. This second interview, was supposed to be a Skype or FaceTime interview. My second interview ended up being a phone interview, because I had already made plans to travel for the holiday and I had a 15 hour drive. On the day of my second interview the man i spoke with at first wanted me to attempt a video conference with him, but I did inform him that I had stopped at a random truck stop on the side of the road due to my traveling. He was very understanding and very accommodating for me. During this interview, which I would say was the most difficult of the three, we talked about my experience in customer service, how I would handle different situations, and went through 3 different role play scenarios. He told me that the customer service was more important than my ability to solve the issue, but I made a point to solve each issue. At the end of this 30 minute call, he asked if I had any questions, and my only one was if I would be getting a third interview. He said yes. The third interview was July 13, and this was over Skype. This was also 30 minutes, and was more like a conversation. She asked me questions about customer service, my ability to work on a team, and a couple tech question not in the form of roleplay. At the end, she said I would hear back by July 22.
Interview Questions
Explain iCloud to someone who has never heard of it.
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What are the steps you would take to troubleshoot an issue with not being able to send emails.
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Your caller created a presentation on their ipad. During playback, the movie on their presentation has no sound. How would you handle this situation?
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You have experience in customer service, so you must have come across an upset caller once or twice. How do you handle upset customers?
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Here at Apple we have teams. If you find yourself working with your team on a project, and you realize right away you will have a problem with one of your co-workers be it personal or professional, how do you handle this situation?
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ROLEPLAY: My son just sent me a link to a video of my grandson's first words, but when I play out on my ipad there is no sound. I really want to hear his first words, it is so important.
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Other Details
The interview consisted of a Phone Interview and a 1:1 Interview