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The Technology Support Specialist is responsible for answering client questions and for troubleshooting and resolving problems related to hardware, software, and network issues in a multi-platform environment. This hands-on position provides direct support for all clients within the Bates College community. Support is provided by telephone, email, remote access, and field support to offices, labs and class rooms. This position works closely and productively with staff from Networking and Infrastructure Services, Software Development and Integration, as well as other groups within Academic and Client Services to provide superior customer service and maintain a collegial and customer-centered support environment. Required Skills and ExperienceMinimum of an Associate’s degree in a related field and/or 2-5 years of relevant experience in technology support are required. Bachelor’s degree in a related field is desired.Excellent customer service skills and ability to effectively communicate with a diverse population of customers including students, faculty, staff, parents and alumni.Strong organization and detail oriented skills, problem solving and analytical abilities.Experience working in Windows and Apple environments including hardware, software and networking.Experience diagnosing and repairing Windows and Apple computers.Familiarity with standard office productivity applications.Ability to adapt to constantly changing technologies.Ability to write and speak effectively using a variety of media.Highly independent and able to complete in a timely manner projects integral to HDS and ILS.Ability to work well under pressure and manage multiple tasks and projects.Valid driver’s license.

Providing advanced and complex level support for iOS devices in AppleCare. Serving as point of contact for internal support for advanced technical issues. Acting as supervisor point of contact for complex customer interactions. Working with customer relations to generate resolutions for customer issues. Working closely with other departments on troubleshooting advanced reported issues and escalated such issues to proper elevated departments. Staying in contact with customers and maintaining case logs for efficiency.

As an Advisor I am the first point of contact between an Apple iOS device customer and Apple when a customer needs assistance either general or technical, and will assist the customer in troubleshooting and resolving any issues that they may be experiencing. Additionally, I will be rebuilding and strengthening relationships with customers that may be experiencing dissatisfaction as a result of the technical and or general issues they may be facing.

The Deputy of Counter Intelligence (DCI) is responsible for the operations (within Standard Operations Procedures) of the Geek Squad Precinct and Autotech Bay. This role is responsible for teaching, coaching and recognizing that Agent and Autotech's behaviors are appropriate to execute business group strategies and drive exceptional business results. The DCI will ensure that customer's end to end needs are met and that no customer is ever left underserved. The Deputy of Counter Intelligence is a brand ambassador for both the Geek Squad and Best Buy brands.Key Responsibilities:50% Manage the Geek Squad Precinct and Autotech Bay to ensure that no customer is ever left underserved.30% Analyze the Agent and Autotech individual and team performance by completing regular coaching, monthly Agent/Autotech Capability Reviews and quarterly PDG (Performance Development Goal)discussions with all Agent and Autotech employees.20% Teach and coach Agent and Autotech employees how to execute on their business area(s) strategies and improve individual and team performance through the "Integrated Frame Approach"- balancing the Customer, the Employee, and the Shareholder. Ensure Agents and Autotechs obtain the appropriate knowledge and expertise to provide an excellent customer experience as well as employee development by ensuring the completion of internal training program requirements.

Key Responsibilities:- Provide personalized service and exceptional level of expertise for customers- Handle all aspects of the sale including: completing customer contracts and warranties and receiving customer payments, cash and credit card/check transactions- Develop, maintain and communicate strong, up-to-date knowledge of wireless products, accessories, pricing plans, and service features- Assist Store Manager in training store staff in all aspects of their job responsibilities including customer service and selling. - Supervise Sales Consultants including planning, organizing, and delegating tasks to and following up to ensure proper completion in the Store Manager’s absence- Assist Store Manager in overall store operations

Key Responsibilities:- Provide personalized service and exceptional level of expertise for customers- Handle all aspects of the sale including: completing customer contracts and warranties and receiving customer payments, cash and credit card/check transactions- Develop, maintain and communicate strong, up-to-date knowledge of wireless products, accessories, pricing plans, and service features