| Job Description | AppleCare
Support Specialist - Tier 2
Job Description
The Support Specialist is responsible for answering questions over the telephone for Apple internal and external customers. Viewed as an escalation point, the candidate should be able to provide prompt, reliable, and accurate information to customers internally and externally also maintain effective communications during telephone conversations by adjusting to the pace and technical level of the customer. The preferred person will be responsible for ensuring total issue resolution in a timely manner, while maintaining the highest level of support quality possible for each individual situation.
Duties:
• Handles escalated questions via the telephone that usually focus on specific product segments, addressing both hardware and software related issues.
• Reporting/escalating issues through the appropriate channels
• Effectively communicating information with his/her team members and customers alike
• Driving solutions to identified issues, as well as for mentoring and training (development and delivery) with new employees.
• Proactively identifies ways to avoid recurrence of customer issues by regularly improving the processes, reviewing technical articles, and recommending changes
• Additional responsibility as business needs dictate
Skills and Abilities
• Strong written, verbal and organization skills
• Leadership skills in an area of technical specialty
• Recognized as a specialist in his/her product area, must be able to show the ability to stay up to date in an ever-changing industry
• Ability to use critical thinking and logic skills to isolate and resolve technical issues in a timely manner
• Superior time management skills
Qualifications:
Various degrees of experience and education will be considered provided the candidate's application demonstrates the following requirements:
• Normally requires BA/BS degree plus 2-3 years of experience in a customer service/support environment, or equivalent work experience.
• Previous experience working in a call center is required. Technical support is preferred.
• General knowledge and understanding of all Apple products.
• Apple Hardware certification is preferred |
| | Company | | Apple Corporation | Job Code | | AppleCare Support Specialist - Tier 2 | State or Province | | Texas | | |
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