Tier 1 Technical Support for Apple (Staff positions available too!)

TIER 1 TECHNICAL SUPPORT AGENTS

Description:

The Apple Agent is responsible for providing the best customer service in the industry.  In addition to answering questions for Apple customers and partners,  the candidate must be able to provide prompt, reliable and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer.  The preferred person will be responsible for ensuring call resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction.

Hours: Flexibility with schedules is mandatory.

Training Date: Three-week  paid training

Specific Tier 1 Agent Duties: Analyze problem, then drive call to resolution. Diagnose and provide a path to resolving inquiries related to all aspects of the iPhone device, including hardware, software, networking, and interactions with the host computer OS and applications. Accurately log all interactions via Apple’s Contact Management System. Achieve call center metrics including average handle time and customer availability as well as schedule adherence and accuracy. Recognize and adjust your approach to all levels of customer’s experience. Educate customers on support options, and the steps being taken to resolve their issue. Communicate positively with co-workers/customers.

Skills and Competencies: Experience with computer based Personal Information Management applications.  Examples include Address Book, Outlook Express, Outlook, Windows Calendar and Windows Contacts. Ability to navigate common user interface elements, including opening and closing windows, navigation of the file structures through volumes and folders, launch and quit applications, select portions of text or other items using the mouse, copy/cut and paste text, save and print documents. Ability to change system settings via control panels or system preferences. Ability to install and remove applications Experience troubleshooting common system problems, including problems with externally connected devices such as printers, external drives, or portable media players. Knowledge of different media types used on computers and/or portable media players. Experience with media on Windows or Macintosh. Ability to work in dynamic situations Strong active listening skills Ability to identify solutions based on written procedures, guidelines and process tools. Ability to communicate with the customer in an empathetic fashion.

WE ARE ALSO HIRING TRAINERS, QUALITY ANALYSTS,  and TEAM LEADERS. 

Contact our Recruiter for more information.