Frequently Asked Questions
What is an AppleCare At-Home Advisor?
Apple’s customer support group, known as AppleCare, has a long-standing record of providing the world’s best customer support in the industry. The AppleCare At-Home Advisor is an opportunity to be part of this exciting team, and best of all, you’ll work from home.
What kind of work would I do?
As part of the AppleCare team, you would be responsible for providing world-class technical support for Apple’s products and accessories, from software to hardware.
What are some of the specific products I would support?
Some of the products AppleCare supports are iPhone, iPod, iPad, iMac, MacBook, MacBook Pro, Mac Pro, AirPort, and Apple TV.
If selected, would I be employed by Apple?
Yes. AppleCare Advisors are Apple corporate employees.
What kinds of hours would I be expected to work?
You would be expected to work during normal AppleCare support hours. Shifts vary based on business needs. Additional hours may be required during holidays, peak business hours, training, and acclimation.
How much would I be paid?
Salaries are competitive and are determined based on qualifications and experience. An Apple recruiter will discuss the salary during the job offer.
Does Apple provide benefits?
Yes. Apple provides benefits for both part-time and full-time employees.
What are the home office requirements?
At home, you must have a quiet, distraction-free room with a door that can close to keep out ambient noise. You must have or be willing to get a desk, an ergonomic adjustable chair, a dedicated telephone line, and an Internet connection meeting minimum requirements.
Does Apple provide training for the position?
Yes. Training typically lasts four to six weeks, and the content is delivered in a virtual environment by an instructor. The topics covered include Apple product lessons, advanced troubleshooting, customer support essentials, job-specific tools and processes, and much more.
Where would I train and work?
Training takes place at your home office.
Do I need prior Mac experience?
Having some experience on the Mac OS or iOS is beneficial, but if you have experience working on and troubleshooting other operating systems such as Windows and you’re willing to commit to training on the Mac, you could be a good fit for this program.
Do I have to purchase my own computer and phone?
No. Apple will provide you with a business-use iMac and telephone to be used for all work functions.
Will I be reimbursed for Internet and phone use?
Apple provides a monthly reimbursement of up to $50 to pay for your Internet and phone service.
Does Apple require Advisors to work on major holidays?
As a support business, AppleCare experiences a large customer demand for help on major holidays. This requires AppleCare to have staff available to work on holidays. A holiday coverage schedule will be provided.
How do I know if I’m the ideal fit for the position?
The ideal fit is someone who is passionate about technology and experienced with computers, and who likes helping people and putting a smile on someone’s face. You must enjoy troubleshooting and fixing problems, working independently without in-person supervision, exercising multitasking skills as you manage multiple systems and applications, and giving people yet another positive Apple experience.
How do I apply for the program?
If you are interested in applying for the AppleCare At-Home Advisor position, visit www.apple.com/jobs/us/aha.html.