Applecare Advisor
Current- Provide telephone customer support for software and/or hardware issues. This requires: • Listening to customer issues.• Conducting on-line research.• Analyzing and diagnosing issues.• Providing step by step instructions to resolve their issues.• Data entry of customer interactions into the computer for record keeping- Manage and resolve escalated issues. This requires:• Emailing with site support engineering to clearly and concisely describe the unresolved issue. • Reading and understanding the emailed issue resolution.• Scheduling call back with the customer to provide the resolution.- This job requires the ability to:• Multitask – listen and talk to the customer, while typing to research issues, and to review andupdate customer account information, at the same time.• Work in a fast paced setting.• Maintain reliable and consistent attendance to ensure continuity to the customers.• Maintain a professional demeanor even during challenging customer interactions.• Effectively communicate and interact with management and the team.• Manage work hours to resolve issues within set time standards.
