Apple Technical Support Advisor

Job Description

Summary

Posted: Oct 25, 2024 Weekly Hours: 40 Role Number: 200575684 At Apple, we believe that dedication, an inclusive environment, and innovation fuel the ultimate customer experience. We believe that each interaction is an opportunity to listen, build trust, and create a personalized experience for our customers. Creating this customer experience starts with you! You are a problem solver who easily connects with customers. You exceed customer expectations with your guidance, knowledge, and passion for technology. You are curious about why things work the way they do and are committed to using a methodical problem-solving approach to find solutions for hardware, software, and services issues. You have excellent verbal and written communication skills, as well as the ability to prioritize tasks and manage your time. You can multitask across systems and applications, with the persistence to understand, investigate, isolate, and resolve various complex technical and non-technical issues. You authentically guide the conversation with people of all skill levels, explaining step-by-step solutions tailored to each individual customer, which helps to strengthen the customer’s relationship with Apple. You enjoy overcoming challenging situations, finding resolutions, and providing an incredible customer experience. If this sounds like you, you could be the next AppleCare Technical Support Advisor!

Description

Description At Apple, we believe that our diverse backgrounds, perspectives, and passions help us create the ideas that move all of us forward. As an AppleCare Technical Support Advisor, your influence is critical in supporting many of our popular products, including iPhone, iPad, MacBook, iMac, and more. As our customers’ first point of contact, you’ll be the friendly voice of Apple, providing world-class problem solving and customer support via phone or chat. We’ll rely on you to use your technical expertise, creativity, and passion—in combination with our documented processes and procedures—to meet our customers’ needs in a way that reminds them that behind our great products are amazing people who care about their experiences. We’ll train you to be the best. Inclusion is a shared responsibility, and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard, and inspired to do their best work. Our environment makes space to listen, learn, and amplify diverse perspectives and experience. We’re committed to helping employees explore their potential. 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.

Minimum Qualifications

Minimum Qualifications

• Able to read, write, and speak fluently in English
• Aptitude for building technical problem solving skills with an eagerness to learn and take on new challenges
• Able to quickly search for, consume, and apply information, ensuring a high level of attention to detail and accuracy
• Successful completion of all trainings, testings, and certifications required for this role
• Flexible to work between the hours of 7:00 a.m. and 10:30 p.m. CST, including weekends and holidays, with the possibility to flex up or down in hours depending on business needs
• Able to communicate clearly and effectively, both written and verbally with customers while meeting a minimum typing speed of 40 WPM

Key Qualifications

Key Qualifications

Preferred Qualifications

Preferred Qualifications

• Passion for customer service and ownership of the customer experience
• Experience supporting customers in person or via phone, email, or chat
• Maintains a positive attitude and growth mindset by displaying resiliency and expertly navigating difficulties or obstacles
• Ability to create mutual understanding while navigating challenging situations
• Able to effectively adjust guidance to the needs of diverse individuals, treating everyone with respect
• Able to communicate clearly and effectively with customers while accurately documenting notes
• Able to self-manage, effectively manage time, multitask, organize, and prioritize while working independently in a fast-paced, constantly changing environment

Education & Experience

Education & Experience

Additional Requirements

Additional Requirements

Pay & Benefits

Pay & Benefits

• At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $23.00 and $29.40/hr, and most new hires start at $23.00. Your base pay will depend on your skills, qualifications, experience, and location.
  Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
  Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
  

More

• Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.