AppleCared: My Life Inside Apple and AppleCare

Adam Knight’s detailed look inside life as an AppleCare tech support agent.

The greatest challenge in technical support is matching the level of the customer. Some folks see windows, menus, and icons while others see their own little world with their own little names. For one fellow, the system still had lines of text. Line one was the menu bar, line two the window’s title, line three the toolbar, and so forth. That was a very interesting night, and oh, it did last into the darkness of the night, that one.

★ Friday, 12 May 2006