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Apple

AppleCare Senior Specialist

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Cary, North Carolina, United States

2d ago
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Job Description

Description

Description
AppleCare Senior Specialists support advisors and customers with our products and services, as well as support the AppleCare business in achieving business goals and objectives. When supporting customers, Senior Specialists are the voice of Apple, providing world-class customer service, troubleshooting, and support. When supporting our Advisors, Senior Specialists utilize their expertise, diverse skills and knowledge to provide world-class guidance and support. They provide flexible services, support, insights, and valuable feedback to help the business improve Advisor performance. AppleCare Senior Specialists support Advisors and customers with our products and services, as well as support the AppleCare business in achieving business goals and objectives. When supporting customers, Senior Specialists are the voice of Apple, providing world-class customer service, troubleshooting, and support. When supporting our Advisors, Senior Specialists utilize their expertise, diverse skills and knowledge to provide world-class guidance and support. They provide flexible services, support, insights, and valuable feedback to help the business improve Advisor performance. - Learns and takes on new challenges by adapting to business needs to support customers across multiple regions, channels, queues and skills - Identifies emerging issues and works with business partners for resolution - Shares, seeks, and implements constructive feedback and expertise from colleagues - Utilizes time management skills including multi-tasking, organizing, and to prioritize daily tasks - Proactively provides constructive feedback, reviews resources, and recommends improvement to processes - Actively engages with Advisors by providing feedback on work performed - Facilitates interactive discussions with Advisors to discuss current trends and provides guidance on handling customer interactions

Minimum Qualifications

Minimum Qualifications
  • Minimum of 1 year as a Mac Plus certified Apple Technical Support Senior Advisor (Tier 2) is required

Key Qualifications

Key Qualifications

Preferred Qualifications

Preferred Qualifications
  • Builds rapport and communicates effectively with all customers, considering abilities, communication styles, and preferences to create positive experience
  • Efficiently resolves customer issues by listening to the customer needs, utilizing resources and tools, finding innovative solutions, and respecting customers’ time
  • Fosters trust, offers compassion, and uses interpersonal skills to create, maintain or repair the customer’s relationship with Apple
  • Makes space to listen, learn, and amplify diverse perspectives and experience
  • Actively seeks out opportunities to champion and celebrate inclusion and diversity
  • Works independently and productively

Education & Experience

Education & Experience

Additional Requirements

Additional Requirements

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  • 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.

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