Apple Certified Support Professional at Elk Grove CA Onsite

Job Role: HelpLine Tier 1 Support
Location: Elk Grove CA (Onsite) 5 days a week
Full time Position .

Key Skills Mac OS Mac technician Apple certs worked in Apple stores Apple Certified

Role Summary

Helpline Tier 1 Support team will be the first point of contact for customers seeking assistance with products services and technical issues. You will be responsible for accurate resolution of customer issues and inquires through effective communication and problem solving skills.

Summarized view of skill:

Strong customer relationship skills with excellent communication abilities where the candidate have worked with customers/consumers directly.

Mac Troubleshooting skills

ServiceNow experience ( this is the platform these folks will work on)

Comfortable in strong tech writing skills ( Used for ticket resolution update )

Key Qualifications:

Minimum 2 years professional technical troubleshooting expertise or proven technical ability

Experience supporting customers via phone email chat and / or in person

Passion for customer service and ownership of the customer experience including comprehensive issue resolution

Able to effectively tailor communication and style to differing audiences

Able to selfmanage and work independently in a fastpaced constantly changing environment

Thrives on a team where expertise is shared and feedback is welcome

Effective time management including ability to multitask organize and prioritize

Able to research and grasp technical information across multiple tools while talking with customers

iOS Smartphone Tablet PC or Mac experience

Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges

Makes space to listen learn and amplify diverse perspectives and experience

Actively seeks out opportunities to champion and celebrate inclusion and diversity

Skills:

Written Communication 25 years Is Required

Mac OS X 25 years Is Required

Time Management 25 years Is Required

Communication Skill 25 years Is Required

Problem Solving 25 years Is Required

iOS2 5 years Is Required

Qualification and Skills:

Apple Certified Support Professional

Cisco CCNA certification

CompTIA A certification

Knowledge of ITIL standard methodologies such as the difference between Incident Problem and Change

Thanks & Regards
Kumar Sri Bharath