Apple Support Tier 1 Business & Education Advisor

Job Description

Summary

Posted: Sep 22, 2021 Weekly Hours: 40 Role Number: 200288942 Home Office: Yes You’re a problem-solver and easily connect with customers! You exceed their expectations with your guidance, knowledge, and real passion for technology. You’re 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. You’re not only here to help fix technical issues, but also provide an incredible customer experience. As an Apple Support Business & Education Technical Advisor you'll be supporting Apple's business and education customers over the phone to assist with technical problem isolation and resolution, arranging repairs, using judgment within defined practices and procedures. We’re committed to helping employees explore their potential. This position is located remotely from any location in the US.

Key Qualifications

Key Qualifications

• Minimum 2 years professional technical troubleshooting expertise with advanced understanding of macOS and networking technologies
• Experience troubleshooting multiple Apple product lines
• Strong time management and multitasking abilities
• 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 technical information across multiple tools while talking with customers
• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges
• Advanced judgment and structured problem solving methodologies
• Knowledge of macOS, iOS and iCloud technologies
• Knowledge of Mobile Device Management and deployment of Apple products in an enterprise environment
• Experience supporting enterprise level customers preferred

Description

Description As an Apple Support Business & Education Technical Advisor, you will provide basic to complex technical support for Apple products such as Mac OS X, Mac OS X Server, and other associated components including all Apple hardware and software products. You will be working with Apple's customers over the phone to assist with problem isolation and resolution and arranging repairs, using your best judgment within Apple’s defined practices and procedures. You will also: - Respond to and handle technical requests from businesses, schools, and higher education institutions - Work with customers to address post-sales, technical customer support needs - Create and track technical escalations while you retain customer issue ownership in order to provide timely follow up with our customers - Create, research, and resolve order and repair related customer inquires arranging hardware service strategies for multiple product types - Work with many cross-functional groups including sales, manufacturing, finance and service to resolve standard to slightly complex billing or product delivery issues - Open new accounts and provide customers with product and pricing information - Position and sell Apple's support products and technical solutions, when appropriate - Maintain an ongoing skilled knowledge of diverse technologies - Fix issues with OS X, OS X Server, Airport, iApps, OS X Server, RAID, Xsan, and iOS devices This position comes with competitive pay, great benefits, eligibility to participate in our company stock plan, time off, an employee discount, and dedicated resources to support your ongoing growth and career development.

Education & Experience

Education & Experience

Additional Requirements

Additional Requirements

• Flexibility to work between the hours of 8:00 a.m. Central and 9:00 p.m. Central including weekends and holidays, with the possibility to flex up or down hours depending on business needs.
• If you are a Colorado resident, this is for you:
• At Apple, we see the whole you. We carefully consider a wide range of compensation factors, including your background and experience. These considerations can cause your compensation to vary. Tier 1 Business & Education Advisor starts at a minimum hourly rate of $17.69. The actual pay may be higher depending on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Every Apple employee also has the opportunity to become an Apple shareholder, because all team members are eligible for stock grants and also a discount when purchasing Apple stock.
• We offer all kinds of ways to experience well-being, confidence, and satisfaction. Learn more about Apple benefits.
• Note: Apple benefits programs are subject to eligibility requirements.