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Form of workJob Description
Job Description:
- Provide help desk technical support via telephone, chat and/or email for Apple employees and contractors. Perform impact assessment and troubleshooting according to established procedures. Document problems, troubleshooting steps, and resolutions.
- Assist in the management of support cases and advocate for the caller. "Own the issue and facilitate technical support from the initial contact to resolution.
- Provide customer support in accordance with Helpline policies, practices, and expectations.
- Assist in the management of support cases' hierarchical and functional escalations.
- Motivation and ability to work as part of a distributed team.
- Good interpersonal communication and customer service skills
- Excellent English-language oral and written communication skills
- Excellent telephone and email etiquette
- Excellent time management and multi-tasking skills
- Flexibility and adaptability to thrive in a dynamic, highly demanding, constantly changing environment.
- Ability to maintain composure and customer-service focus in stressful situations.
- Strong troubleshooting and problem-resolution skills
- Conceptual understanding of IP networking and basic network troubleshooting skills
- Conceptual understanding of multi-tiered and web-based information systems architecture
- Experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and Apple TV
- Experience using an IT service management or CRM system for tracking technical support cases.
- Experience using a knowledge base system Preferred Skills
- Cisco CCNA certification or working towards certification.
