Pros
Its a work at home job, all equipment provided and decent, weekly pay.
Cons
You MUST use the equipment they provide for you. That sounds wonderful, right? Well...it would be if they actually sent out stuff THAT WORKS. In my first 3 weeks, I was in training & had no problems with my equipment, however I DID have problems staying connected to the VPN...or getting connected to the VPN, period. This was true for everyone, including the trainer. If you're not on the VPN, you can't work. & if its not a sitewide issue with the VPN, they will tell you it "must be your internet provider, call them". During which you are not getting paid & must be out of the program that records your time. As I moved out of training into nesting, or "ramp", the problems got worse. I was disconnecting from the VPN AT LEAST 12 times a day, most of which were while a customer was on the line, my program would not work, I was getting calls that were just high pitched squeals & reaching help desk was near impossible due to the volume of other agents calling in for help. My supervisor was absolutely terrible. She was NEVER around when you needed her & when she was, she would never answer questions, just give you a generic answer somewhat relevant to your question. She was constantly hateful & didn't want to be bothered with your problems. She assured me that the half day I needed to take off for a doctors appointment was fine & would be approved....but she never sent it to the manager over the Apple project & I ended up getting points & she claimed to have never had that convo with me. The ONLY good thing about the situation was the RA who was a Sr agent assigned to help the new hires. He was immediate with his answers even though he was helping 30 other people. He was understanding and polite and very helpful, no matter what. Training was a complete joke. The job description states that you need NO prior experience with tech support or Apple products. FALSE. Unless you know something about either of those things, you will be lost. I was told the training would be in depth, but in reality, you only TOUCH on some basic ios stuff and then they move on, regardless of any questions. I've never owned an Apple product & never intend to, so when I was told about the "in depth training" I was excited. Turns out I was let down & spit on. I was also told (along with others who were in my training class) that training would be 5-7 weeks long...it was 3 weeks. 5-7 would have been nice. Once in ramp, we were assigned schedules that could not be altered or changed in any way. They were most certainly NOT the times you agree to when accepting the offer. If you dont like it or can't do it because you have kids, bye. In ramp, you have almost zero help with calls or locating answers. For 90 days, you have access to SMEs (subject matter experts) via chat who will either not answer you at all, disconnect the chat or be of no help. You also have fellow co workers on imessage but don't count on that. You can also call a Sr Adviser who will be one of two ways: awesome & completely helpful OR hateful & totally not gonna help you, so they hang up. Other than that, you're left on your own to search a database that rarely ever pulls up relevant articles when you search. & if it does, its probably not going to be the one you need to use..but you have no way of knowing that because you weren't taught in training & you probably won't get an answer if you ask. On my the first day of my 2nd week of ramp, the systems crashed due to iphone 6 sales & the company ran a system cleaning on all at home macs. This resulted in my mac locking itself with a pin. Help desk said I had to be sent a new mac but it would be 5 days, including the weekend, before I got it. That was 5 days without work. When I finally got the new mac, it wouldn't recognize the keyboard, mouse or ethernet cable, so I made another call to help desk who said it was my keyboard and I had to buy a new one. Did that, still didn't work. So they had to sent me yet ANOTHER mac, but I hadn't sent the first one back yet so I had to do that first. Fedex came that day & picked it up. So I call in to the attendance line to give them my ticket number & was informed that, 3 days later, my new mac HADNT BEEN SENT OUT YET. So there was another 3 day wait, making it a total of 2 weeks, unpaid. Also, I called in every work day with my ticket number, but was marked no call, no show for 3 days in a row. During the ios update & the 6 release, they began offering overtime. My horrible supervisor, JRob, informed everyone that it was MANDATORY to take at least 8 hours of overtime, which was hard with only one day off. After everyone had signed up for OT, she came back through telling us she was sorry but it was not mandatory and there was no way to remove yourself from the unwanted overtime. If you were hired on as part time, you were lied to. You will be full time, no matter what & you WILL NOT be told why. If you miss day, you're supervisor will repeatedly call your phone, claiming you never called in, whether that's true or not. The ONLY time you are guarenteed 40 full hours a week is during training. After that, anytime you spend trying to connect back to the VPN or fixing your own technical issue with their equipment is time you are not paid for. You will put your hours in the time clock & the manager will go in & alter it to whatever they feel like & claim you were not there at that time. They spend absolutely 0% of the time familiarizing you with the programs you will use. You are thrown to the wolves. I hated this job. It is the WORST, most disorganized joke I have ever had the displeasure of working for. If you get a position with Apple or KellyServices (who does the hiring) be completely prepared to catch lots of blame & be ignored. & I especially hope you don't get my manager as a sup.
