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Job Category:
Administration
Industry:
Computing
Employment Type:
Full time
Posted:
4/5/2007
Sr. iPhone Support Rep., Applications Due in May
(This job is no longer available)
Apple, Inc. | Austin, TX
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Job Description

Apply today. Training classes begin in May. The Sr. iPhone Support Representative is responsible for answering questions for Apple customers and partners. Viewed as an escalation point, the candidate should 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 first call resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction. Duties: • Handles escalated questions via the telephone addressing both hardware and software related issues. • Reporting/escalating issues through the appropriate channels. • Effectively communicating information with his/her team members and customers alike. • Diagnosing and providing a path to resolving data service inquiries related to GPRS/EDGE, Wi-Fi and Bluetooth wireless technologies. • Proactively identifies ways to avoid recurrence of customer issues by regularly improving the processes, reviewing technical articles, and recommending changes. • Interfacing with local team management and internal and external partners. • Multitasking through multiple systems while troubleshooting with customers. • Accurately logging all interactions via Apple’s CRM system. • Achieving call center metrics including average handle time, customer availability as well as schedule adherence and conformance. • Additional responsibility as business needs dictate.

 

Qualifications

Various degrees of experience and education will be considered provided the candidate's application demonstrates the following requirements:

Technical Associate Degree and/or 2-3 years related experience in one or more of the following fields:

• Network
• Customer Service/Support Environment
• Information Technology/Help Desk
• Wireless voice/data technical support
• Previous experience working in a call center is required
• Excellent Customer Service Skills
• Strong written, verbal and organization skills
• Leadership skills in an area of technical specialty
• Ability to use critical thinking and logic skills to isolate and resolve technical issues in a timely manner
• Superior time management and prioritization skills

Preferred Qualifications:

• Experience with Microsoft applications such as Office or Outlook
• Ability to navigate in the Windows environment – such as getting basic system information, explorer navigation
• Basic understanding of hardware configurations – such as USB vs. Firewire
• Knowledge of Device manager –( Knowing when something is connected/mounted)
• Knowledge of program files and system files in Windows
• Experience with troubleshooting external devices in Windows
• Understanding specific media file types used by iTunes/iPod/iPhone – AAC, Mp3, Wav, mpeg4
• Basic installation and removal of application in Windows.
• Experience with iTunes in Windows
• Must act independently and be self-motivated
• Excellent interpersonal skills
• Must act independently and be self-motivated
• Ability to work in dynamic situations

 

About Apple, Inc.

There's the typical job. Punch in, push paper, punch out, repeat. Then there's a career at Apple. Where you're encouraged to defy routine. To explore the far reaches of the possible. To travel uncharted paths. And to be a part of something far bigger than yourself. Because around here, changing the world just comes with the job description.