Difficult Interview – Overall Neutral Experience – No – Sat, 7 Mar 2015
Interviewed Feb 2015 in Cupertino, CA(took 21 days)
I applied online, and received a phone call from Apple about a week later. He asked questions that review my resume, and then some basic troubleshooting questions (phone won't turn on). He reviewed the job and it's requirements, as well as the salary. He then said that he was putting me on to the next step of the process, and scheduled me a FaceTime interview for the following week. He sent a confirmation email along with a few links that he suggested that I watch and read. One was a short video that basically showed employees talking and raving about the position. The other link was to the Apple products site.
The FaceTime interviewer was polite and friendly. It started as a continuation of the first phone interview-reviewing the salary, job requirements, my resume, etc. She wanted to get a feel for how I would troubleshoot and asked me questions like "what have you had to troubleshoot on your own iPhone, and how did you go about that?" and "have you ever had to help a friend/family troubleshoot their Apple product, and what did you say/do?". She also asked about prior work experience and interacting with supervisors, things like "tell me about a time when you were asked to change how you do something or do it differently, and how did you take that, and what did you do". She then did 2 role play scenarios. The first was someone getting a new Mac, not having any Apple experience, and wanting to send Thank You cards. The second was someone getting an error while trying to make an iTunes purchase. Those weren't too difficult- just made sure to be friendly, and try to connect to customer (apologize, assure, thank them for their purchase, and welcome them to Apple). At the end, she told me that they were still conducting interviews and that I should hear something by the beginning of the following week.
I received an email a few days later to schedule another FaceTime interview for the following week. In the meantime, I reviewed the Apple products website as well as some of their recommended troubleshooting tips. Let me say this- I have an iPhone and an iPad, so I definitely have familiarity with some of the products. The job description stated that you don't have to have experience with their troubleshooting, but familiarity helps. Well, this next interviewer did 2 more role play scenarios as well as asked me to walk her through 3 different troubleshooting scenarios. I've worked in customer service for a long time. I know that I was friendly, but I could tell that she wasn't satisfied with some of my basic troubleshooting. I felt like she was pushing for the exact steps when she was role playing a bluetooth not working in her car, and it was the same with the other scenarios as well. The interviewer was nice enough, but when it was over, I could pretty much tell that she wasn't satisfied with my lack of Apple troubleshooting.
Interview Questions
One of the role play scenarios: She locked herself out of her car. She's back in now, but can't get her bluetooth to work.
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Other Details
The interview consisted of a Phone Interview