RoleLocation: IS&T Support - 5 days a week on-site from CorkScopeProvide technical support to Apple employees and contractors in personProvide high level of customer service and professionalism in accordance with Apple policies, practices, and expectationsDiagnose and troubleshoot technical issues according to Apple expectationsDocument issues, troubleshooting steps, and resolutions in ticketing systemAdvocate for the customer. Own the issue and facilitate technical support from the initial contact to resolutionEscalate unresolved complex issues to appropriate support teamsKey QualificationsExcellent customer service skillsStrong troubleshooting and problem resolution skills with the ability to probe, isolate, and diagnose problems without scripted documentationExcellent English-language oral and written communication skillsExcellent time management and multi-tasking skillsFlexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environmentAbility to maintain composure and customer-service focus in stressful situationsMotivation and ability to work as part of a distributed teamConceptual understanding of IP networking and basic network troubleshooting skillsConceptual understanding of multi-tiered and web-based information systems architectureExperience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and Apple TVExperience troubleshooting macOS and iOS operating systemsExperience using an IT service management or CRM system for tracking technical support casesExperience using a knowledge base systemExperience: 3-5 YearsExpectationsThe performance is to be kept within KPIs as defined by IS&T Support. This includes but is not limited to standards surrounding:Punctuality and attendance; no more than 2 occurrences per month on averageCustomer satisfaction surveys (CSAT) 98% or higher
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