Job description:
Role: OnSite Support [Ask IS&T Center]
Location
: IS&T Support - 5 days a week on-site fom Cork
Scope:
• Provide technical support to Apple employees and contractors in person
• Provide high level of customer service and professionalism in accordance with Apple policies, practices,
and expectations
• Diagnose and troubleshoot technical issues according to Apple expectations
• Document issues, troubleshooting steps, and resolutions in ticketing system
• Advocate for the customer. Own the issue and facilitate technical support from the initial contact to
resolution
• Escalate unresolved complex issues to appropriate support teams
KEY QUALIFICATIONS
• Excellent customer service skills
• Strong troubleshooting and problem resolution skills with the ability to probe, isolate, and diagnose
problems without scripted documentation
• Excellent English-language oral and written communication skills
• 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
• Motivation and ability to work as part of a distributed team
• 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 troubleshooting macOS and iOS operating systems
• Experience using an IT service management or CRM system for tracking technical support cases
• Experience using a knowledge base system
TRAINING
Apple expectations, policies and procedures will be provided by Apple training instructors
EXPECTATIONS
The 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 average
• Customer satisfaction surveys (CSAT) 98% or higher.
͏ ͏ ͏ ͏
Experience: 3-5 Years .
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.