Company: Apple
Date: 2019-04-19
Overall rating: 2/5
Employment status: former
Experience level: Junior

Overall not a great experience
Pros: Some good benefits including 401k, product discounts, and stock option. Some flexibility in scheduling as a part of the College Program, as they set your schedule by semester according to the schedule of classes you submit to them. There are opportunities for educational reimbursement for qualifying courses. If you like apple branded swag they definitely give you a lot of it!
Cons: Performance is based on metrics that are not necessarily reflective of your work  - they send vague email surveys to customers asking them how satisfied they were with their call experience. Of course, if they are out of warranty (majority of customers) and we cannot help them they are not going to be satisfied. One or two of these negative surveys will really impact your metrics. Escalation to Tier 2 will also impact your metrics even if it is truly beyond your control (bugs in new OS update, faulty product, etc). There is a lot of push to sell stuff to customers. Managers only care about the numbers. It is a very corporate culture that can often feel cultish. The requirement to work on Christmas/holidays is unfortunate. Very low wages in the College Program. I have heard from other employees that management could view your screens and access your camera without your knowledge, which is terrifying but I am not sure of how true it is. This position is often emotionally draining, as most people who call are upset about experiencing a technical issue, and a lot of them will take it out on you. Obviously, as an at-home position, it can be quite isolating.