Scope of the role:
* Provide technical support to our employees and contractors in person
* Provide high level of customer service and professionalism in accordance with our policies, practices, and expectations
* Diagnose and troubleshoot technical issues according to our 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:
* Our expectations, policies and procedures will be provided by our training instructors
Expectations:
* The performance is to be kept within KPIs as defined by our 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
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