Average Interview – Overall Positive Experience – Yes, and I accepted – 1 of 1 found this helpful – Fri, 5 Jun 2015
Interviewed Jun 2015 in Cupertino, CA(took 14 days)
Preliminary Interview (5/22):
Questions were asked about my current position, why I’m wanting to move over to Apple, etc. The job expectations, pay rate, and other benefits to the job were discussed. He asked me about my current employer a little bit. The training start date was explained, and the number of weeks of training were explained. It’s strongly emphasized here that you are able and willing to meet their schedule requirements. The interviewer explained that the position I would be entering would be the daytime position, which is between 4:30am – 11pm CST. The call lasted about 10 minutes, and was very low pressure. We scheduled a second interview with a recruiter.
Second Interview (5/28):
This was a much more detailed interview, as you would expect. It’s conducted via webcam in HireVue, unlike FaceTime or Skype with their voice support interviews, because they need a chat window to work with to assess your chatting abilities.
I was asked in more detail about my work history, and the following questions came up:
-Explain what you know about the position so far: expectations, pay rate, training period, etc. – She was looking to make sure I cared and paid attention to my last interview.
-Did you have a chance to watch the AHA video on our website?
-Based on the video, how would you explain Apple’s approach to customer support? – Again, looking for my honesty and ability to pay attention to details.
-Explain how a normal work day looks for you.
-Explain a time when your manager had to address an issue with you.
-What is it about Apple that makes you want to work with us?
The chat roleplay involved the following scenarios:
-A customer who was needing to delete apps from the iPad. It was a birthday present, so be sure to celebrate the new iPad and the birthday with the customer. The customer was also concerned about charges that may come with the apps that were downloaded.
-A customer who was not able to connect his MacBook Air to a hotel Wi-Fi connection for a business meeting. Do not focus on the exact steps here, if you are not familiar with Mac products. Troubleshoot it generally, as if it were a Windows computer, if necessary. Use probing questions and empathy.
KEY SUGGESTION* = many people have remarked about how the chat window is small and narrow. If you click the arrow in the little chat box, it will pop it out of your browser so you can adjust the sizing.
At the conclusion of this, I had a few questions for the recruiter, and she invited me to the next stage of the interview process. The next day I received an email from Apple, which allowed me to schedule my final interview.
Final Interview (6/25):
It took a little over an hour. The conversation was really interesting, personal, and it was very low pressure.
Each interviewer has a unique personality, though, and I think that influences the uniformity of the interviews. My previous interview felt much more formal and a little cold, albeit friendly.
The main questions I remember being asked were:
-Describe a time you were not able to resolve an issue with a customer, and what you did.
-Describe a time when you had to receive some feedback from your supervisor.
To be honest, the rest of my interview questions were surprisingly specific, and related to my current position with another call center company. I would definitely study yourself as much as the interview questions you've found here. You may find the subject of the questions are custom tailored to your personal resume and experiences.
The chat role plays were regarding a customer who was not able to receive texts and emails while in their home (it was a cellular coverage issue), a customer who was not able to use his VPN (due to a password issue), and another customer who was not able to use their email on their phone (yet another password issue).
Interview Questions
-Explain what you know about the position so far: expectations, pay rate, training period, etc.
-Describe a time you were not able to resolve an issue with a customer, and what you did.
-Describe a time when you had to receive some feedback from your supervisor.
-Explain how a normal work day looks for you.
-What is it about Apple that makes you want to work with us?
Answer Question
Other Details
The interview consisted of a Phone Interview, 1:1 Interview, Skills Test, Personality Test and a Background Check