Apple Support Carpe Facto Advisor

Austin, TX 78701
  • Job Code
    200228996
Summary

Summary

Posted: Mar 26, 2021

Weekly Hours: 40

Role Number:200228996

Home Office: Yes

You're a problem solver and easily connect with customers. You exceed their expectations wit...Summary

Summary

Posted: Mar 26, 2021

Weekly Hours: 40

Role Number:200228996

Home Office: Yes

You're a problem solver and easily connect with customers. You exceed their expectations with your guidance, knowledge, and passion for technology. You have excellent verbal and written communication skills. You can multitask across systems and applications, analyze, isolate and resolve a variety of complex issues, and comfortably navigate a technical environment. You easily engage, explaining step by step solutions with an approach tailored to each individual customer. You're not only here to help fix technical issues, but also provide an incredible customer experience. If this sounds like you, you could be the next Apple Support Carpe Facto Advisor!

Carpe Facto is a team, organized by the AppleCare Engineering team, focused on high quality feedback and data collected from customers when they have a support issue. The goal is to provide a first class feedback to the Product Engineering and Marketing teams, drive product changes that will decrease frequent call issues and ensure a better product experience for future customers. Our advisors take a different approach to technical support!

Key Qualifications

  • 1+ years of experience supporting AppleCare customers in a Mac+ Tier 2 capacity
  • Outstanding written, verbal, time management and organization skills
  • Investigates technical challenges and enjoys finding resolutions
  • Dedication to excellent service and ability to retain ownership through issue completion
  • Understanding of computing and networking technologies; hardware components, data storage, operating systems, software applications, common peripheral devices, and external connectivity
  • Collaborate with corporate support teams to identify preventative solutions to support issues; improving processes, reviewing technical articles, recommending changes, and collecting information
  • Able to recognize that different customers may arrive at the same question via different paths, adapting to skill levels through a positive, analytical, and informative approach
  • Passion for understanding why a customer's attempted use of a product or service required the assistance of technical support
  • Logical and critical thinking to resolve and isolate customer issues over the phone
  • Resolves problems from simple to complex issues
  • Able to detail every aspect of the customer's experience including events that happened prior to the support call and occur during the call

Description

As an Apple Support Carpe Facto Advisor, you'll be responsible for investigating the root causes that drive both technical and non-technical support questions from Apple customers. You'll think critically about the customer's product and brand experience while gathering an extensive amount of detail about the events and circumstances that lead to their need for support. You'll provide clear and comprehensive written documentation of each support incident. Consistently provide effective communications during phone conversations by adjusting to the pace and technical level of the customer. This is crucial to acquire the incident details required. The insights and data collected from the Carpe Facto team is communicated to some of the most influential people at Apple and represent the voice of the customer in a way that helps us do what it does best - make the best products in the world even better.

This position comes with competitive pay, 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.

Education & Experience

Preferred BA/BS degree plus 2 - 3 years of customer service/support environment experience and/or equivalent work experience

Additional Requirements

  • Available to attend approximately 2 weeks of required training on a fixed schedule that may include weekends
  • Flexible to work between the hours of 7:00 a.m. CST and 10:30 p.m. CST including weekends and holidays, with the possibility to flex up or down hours depending upon business needs
  • Successful completion of initial training
  • Able to meet minimum typing speed of 40 WPM while talking with customers


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Apple Support Carpe Facto Advisor

Apple, Inc.
Austin, TX 78701

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