AppleCare (1999-2000)

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As I mentioned in a previous post about how I ended up at Apple, it was when I was handed a copy of Mac OS X Server 1.0 to bring home in my first day of interviews that I decided I had to be a part of Apple.

AppleCare (1999-2000)

My first job at Apple was doing data analysis on what people were calling Apple Support about it. It was primarily was is now called “Classic” macOS, but included all of Apple’s software products. It sounds boring, but I loved it and it had a real impact. I was the first person in this position.

Prior to me, the way that Apple Corporate would find out about the most important issues customers were facing were through an informal mechanism. Call agents that saw the same issue many times were encouraged to tell their supervisors and this information would filter up the chain until the ones deemed important made it to Cupertino.

Despite being non-systematic, they realized that there were likely issues that we…