• AppleCare Advisor - iTunes Phone Support - Austin

Job Summary

Youre a problem solver and easily connect with customers! You exceed their expectations with your guidance, knowledge, and real passion for technology. Youre enamored by the way things operate, and have the ability to figure out how technology works when things go wrong. You have excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage your time. You can multitask across systems and applications, analyze, isolate and resolve a variety of complex technical issues, and comfortably navigate a technical environment. You effortlessly engage, explaining step by step solutions with patience and an approach tailored to each individual customer. Youre not only here to help fix technical issues, but also provide an incredible customer experience. If this sounds like you, you could be the next AppleCare Advisor on our iTunes team. Were committed to helping employees explore their potential.

This position is located on-site at the Apple campus in Austin, TX.


Key Qualifications

Experience troubleshooting customer inquires via phone related to software, billing, account access, and other customer support needs that may arise
Experience supporting customers via phone, e-mail, chat, and/or in person
Passion for customer service and ownership of the customer experience including comprehensive issue resolution
Able to effectively tailor communication and style to differing audiences
Able to self manage and work independently in a fast-paced, constantly changing environment
Thrives on a team where expertise is shared and feedback is welcomed
Effective time management including ability to multi-task, organize and prioritize
Able to research and grasp information across multiple tools while talking with customers

Description

We expect everything from an Advisor that our customers do and we want Apple to be a reflection of the world around us. As an AppleCare Advisor on our iTunes team, you are the first point of contact for a variety of customers including end users and educational institutions. As our customers first point of contact, youll be the friendly voice of Apple, providing world class customer service, diagnosing issues, and handling account and product questions. You will resolve issues typically focused around specific product segments addressing both hardware and software issues. You will be responsible for reporting/escalating issues and problems through appropriate channels. Well rely on you to listen to our customers and use your technical knowledge, creativity, and passion to meet their needs and remind them that behind our great products are amazing people. Because we believe our individual backgrounds, perspectives, and passions help us create the ideas that move all of us forward. Well train you to be the best.

This position comes with competitive pay, great benefits, eligibility to participate in our company stock plan, time off, and employee discount.

Additional Requirements

Available to attend approximately 5-6 weeks of required training on a fixed schedule that may include weekends
Flexible to work between the hours of 6:00 a.m. CST and 11:30 p.m. CST including weekends and holidays, with the possibility to flex up or down hours depending upon business needs
Successful completion of a pre-employment assessment and background check
Successful completion of initial training
Able to meet minimum typing speed of 40 WPM while talking with customers

For more information, please visit http://apple.co/2ryzsuW
Customer Support/Client Care
Technical Customer Service
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PostedJune 06, 2017