Unlike the metaphorical father that left for a pack of smokes X number of years ago, I am back.
Where have I been?
Well, I will tell you.
In February, I started a job. I landed a “work-from-home” techsupport gig… or so I thought. I got a call back from a company called Kelly Services. I was tested and interviewed for this work-from-home gig. I was made an offer and I accepted. I then was told what I would be doing:
I was to be working as an AppleCare Advisor for all iOS devices.
Now, you may be thinking that is AWESOME; however it was far from. The job payed crap (for a technical support position) and the “benefits” that they offered was from the healthcare.gov website. So basically, they didn’t offer any healthcare insurance at all. They sent me an iMac to work with and I had to disassemble my current computer system. Which was heartbreaking (Like the ending of Ol’ Yeller kind of heartbreaking).
Also, I should mention this: I FUCKING HATE APPLE iOS.
I did try to keep a positive attitude about the entire thing (No, really, I did).
I went through the 4 weeks of training to learn NOTHING about iOS that I didn’t already know; however I did learn a few things regarding the interaction between iOS and Mac OS X and it was interesting. I basically
took aced tests over basic IT concepts and played games on my tablet. When it finally came down to the most basic of skills that we needed to work at this job: learning the call system, we got almost no training.
You would think that the training would include a large portion of how to use the Apple Care ticketing systems (aka: iLog) and how to use all of it’s features. You would think that we would have access to this tool before we took calls. You would think that our trainers that did assist us in taking the few calls we did before we started work would be helpful; however it was just the opposite. We got to take a few calls during training and we were “mentored” by the most apathetic guy on the planet (and that’s coming from me!) who didn’t seem to care about anything other than us n00bz getting him in trouble. It wasn’t until the last 30 minutes of our last day that we got somewhat trained on this system. The next day we went into full production.
(Basically, up until we got access and training, we were shown screenshots of iLog and that’s it. Imagine me showing you pictures of the drivers side part of the dashboard and explaining how they should work. Then, after a couple of lessons with just the pictures and my tutorial/explanation, I tell you to get in the car and take it out on the freeway.)
On my first day of production, I started on time and taking calls like a champ. I muddled my way through iLog and did pretty well (IMO). Until, iLog and my Apple VPN shit the bed. I didn’t panic. I called out attendance line to report the issue and was told that I would need to call the Help Desk. No problem. I rebooted my iMac and called the help desk. While on hold, my iMac booted and I tried signing in again. iLog still showed that it had a connection error. While I was waiting, my mouse started to move and I kept getting a series of IMs. WTF? I wrestled my mouse from whoever had remoted into my iMac and opened the first IM.
Did you ever see the movie “Office Space”?
…Bob: I have eight different bosses right now.
Eight, Bob. So that means that when I make a mistake, I have eight different people coming by to tell me about it. That’s my only real motivation is not to be hassled, that and the fear of losing my job. But you know, Bob, that will only make someone work just hard enough not to get fired.
And that’s what was happening.
I had put my iLog into an auxiliary code that didn’t go over well. Apparently, I had someone remoting into my computer to get me out of it and multiple people yelling at me via Jabber. My choice to place myself in “Offline” when my system was… well, offline was a bad choice. So, I had all of these strangers trying to get my attention to get me to change it. When I advised everyone that I was having technical issues and on hold with the help desk, I was told that I should be in “Break” and not “Offline” (Because that makes sense in their world). I then had the multiple people explaining why and that I was “doing a bad thing” by avoiding calls. I then left a message for the help desk and tried force quitting the app. This fixed it; however a call to the attendance line again later, I was told that without a ticket number from the help desk that I would be marked as absent from half of my shift. The above events took about 25 minutes and most of it was explaining to people what was happening. It did not take 4 hours. So, queue the panic attack.
I tried taking another call and made it through it; however I was done for the day.
The next day I logged in and was determined to have a better day. That didn’t last long.
The key metric that is monitored for an AppleCare Advisor with Kelly Services is attendance. You get five occurrences before you get the boot. I received an email stating that with the one day that I had to take care of my wife and logged in late during training, some other tardy that I don’t remember and the prior day’s episode that I had 3 occurrences, and this email was to make me aware of that. So, I sent an email to my trainer, my supervisor and my team lead:
I resigned effective immediately.
Yep, rather than having another termination on my resume`, I just gave my notice. So, now I am looking for a job again and honestly, I am glad that I quit; however, I was kind of excited to work again. I emailed my disability lawyer that I tried to return to work, but failed at my job. I have yet to hear anything back.
I have an appointment with the county mental health clinic this week. I may be entering an IOP to deal with some shit, if that’s available. I have been dealing with depression and anxiety a lot. I have also been having mixed episodes, which suck balls.
On a brighter note, I did get a new phone recently and I fucking love it…
And no, it wasn’t an iPhone.