Job details
- Job Number: 29440740
- Sacramento, California, United States
- Posted: Aug. 30, 2013
- Weekly Hours: 40.00
Job Summary
Imagine
what you could do here. At Apple, great ideas have a way of becoming
great products, services, and customer experiences very quickly. Bring
passion and dedication to your job and there's no telling what you could
accomplish.
The AppleCare Enterprise/Education Contract team is seeking someone to
provide basic to complex technical support for Apple products such as
Mac OS X, Mac OS X Server, and other associated components or products
including all Apple hardware and software products.
Enterprise/Education Support Advisors respond to and manage technical
requests from business, schools, and higher education. Works with
customers to address post-sales technical customer support issues.
Creates and tracks technical escalations retaining customer issue
ownership in order to provide timely follow up with customer as
required. Creates, researches, and resolves order and repair related
customer inquires. Works with many cross functional groups including
sales, manufacturing, finance department, service, personnel to resolve
standard to slightly complex billing or product delivery issues. May
open new accounts and give customers product and pricing information.
Responsible for effectively positioning and selling Apple's support
products and technical solutions when appropriate.
Primary functions include working with Apple's customers over the phone
to assist with problem isolation and resolution, arranging repairs,
using judgment within defined practices and procedures.
Key Qualifications
- Excellent people interaction skills and communication skills, both verbal and written.
- Resourceful and flexible to job needs.
- Advanced judgment, negotiation and structured problem solving methodologies are expected in this role.
- Troubleshooting expertise and proven technical ability
- Customer service focus and passion for support
- Experience troubleshooting multiple Apple product lines
- Demonstrated knowledge of call management skills and Apple tools
Description
General responsibilities include, but are not limited to, the following:
- Research, investigate and provide high quality responses to technical enquires.
- Maintains an on-going expert knowledge of diverse technologies.
- Flexibility to take on additional roles and responsibilities as they develop.
- Troubleshooting OS X, OS X Server, Airport, iApps, OS X Server, RAID, Xsan, and iOS devices.
- Arrange repairs for multiple product types.
- Maintain knowledge of special contracts and procedures for high volume schools.
Additional Requirements:
- Strong self-motivation.
- Has record of solid performance in recent assignments.
- Comes with high recommendation from recent managers with excellent performance and attendance record, based on past reviews.
- Able and willing to take on new roles, assignments and responsibilities as needed.
Education
Normally requires AA/AS degree
or higher plus 1-2 years of experience in a customer service/support
environment, or equivalent experience.
See https://jobs.apple.com/us/search?#&t=0&sb=req_open_dt&so=1&lo=0*USA&pN=2&openJobId=29440740
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