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iOS - Technical Support Advisor

pracodawca: APPLE OPERATIONS EUROPE - IRISH BRANCH
miejsce pracy: -
dodano: 2012-02-07
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Opis:


IOS - TECHNICAL SUPPORT ADVISOR


Data dodania ogłoszenia: 2012-02-07

Firma : APPLE OPERATIONS EUROPE - IRISH BRANCH

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Opis oferty

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Szczegóły oferty



JOB VACANCY
iOS - Technical Support Advisor
(GERMAN)
AppleCare Cork
Temporary and Permanent Positions
Flights and Relocation package will be paid to successful candidates
Apple range of benefits includes
Medical Insurance (VHI) - 50% for the first six months and 100% thereafter
Pension Plan - Apple will match up to 7% of your contribution to the company pension plan
Product Purchase Plan - Discounts on the purchase of Apple products
Stock Purchase Plan - Discounts on the purchase of Apple Stock/Shares
Life Assurance - 4 x times salary
Overview
As an iOS Advisor, you will provide technical support and customer service to consumer customers on their iPad, iPhone or iPod. You will have the opportunity to help our valued Mac and Windows customers with questions and troubleshooting, to help them get the most out of their Apple products.
You will be required to follow standard diagnostic procedures with an emphasis on handling the most frequently asked questions as quickly and effectively as possible, recognising more complex problems and escalating accordingly.
Responsibilities
To provide basic to moderately complex support to Apple customers on Apple products, systems, peripherals and software
Logging of calls from customers onto an Apple database and following escalation procedures to resolve problems or issues.
To provide and maintain strong, professional relationships with all of Apple's customers and show empathy for the customers at all times
All times, the agent will demonstrate a high level of customer service when helping a customer and if necessary, to escalate "hot" issues to a more experienced agent. To make themselves available to receive calls for a minimum of 80% of their on-line time
To provide feedback on a daily basis to the Team Manager new emerging issues that have been discovered
Enrich the lives of Apple customers by providing unparalleled customer service.
Wow our customers by listening attentively to their needs, gain agreement on the resolution and bring the issue to conclusion
Troubleshoot simple to complex technical issues with customers with a positive and knowledgeable approach
Adjust your approach to all levels of customer experience.
Teach and educate customers on support options, and the steps being taken to resolve their issue.
Analyze information then drive it to resolution
Communicate positively with team members, customers, and other partners - remember, you represent the Apple brand.
Skills and Attributes
Have fluent GERMAN and English
Be a confident and enthusiastic communicator
Have strong organisational and administrative skills
Be a self-starter who is motivated and innovative
Have a high stress tolerance
Previous call centre experience
An appreciation of the IT environment, preferably with Apple products
A high level of computer literacy
A knowledge of hardware principles
Experience of working in a pressurised, target driven environment
A strong "hands-on" background in a similar environment


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