Apple Support Tier 2 Business & Education Advisor

Austin, TX 78701
  • Job Code
    200288961
Summary

Summary

Posted: Sep 21, 2021

Weekly Hours: 40

Role Number:200288961

At Apple, we believe that dedication, a fun environment, creativity and innovation fuel the ultimate customer e...Summary

Summary

Posted: Sep 21, 2021

Weekly Hours: 40

Role Number:200288961

At Apple, we believe that dedication, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you!

AppleCare Tier 2 Business and Education Advisors utilize their vast knowledge to support both our customers and their peers. As a T2 Advisor B&E Advisor you're expected to handle inbound phone calls directly supporting our Business and Education customers, while also supporting Tier 1 Advisors by either consulting or taking over cases requiring escalation. Tier 2 Advisors are accountable to ensuring our customers are getting the right answer, supporting various products and software Apple offers to our B&E customers. A successful T2 B&E Advisor listens to our customers and Advisors, using their expertise, creativity, and passion to exceed their expectations - reminding them that behind our great products and services, are amazing people to support them.

This position is located onsite in Austin, TX or Elk Grove, CA.

Key Qualifications

  • Minimum of 6 months of Tier 1 Business & Education Advisor experience, since the completion of macOS Server training
  • Deep knowledge and ability to troubleshoot and resolve issues on OS X, OS X Server, Airport, iApps, OS X Server, RAID, Xsan, and iOS devices
  • Strong time management and multitasking abilities
  • 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 self manage and work independently in a fast-paced, constantly changing environment
  • Thrives on a team where expertise is shared and feedback is welcomed
  • Effective time management including ability to multi-task, organize, prioritize with consistent follow through and ability to deliver assigned work on time
  • Able to research and grasp technical information across multiple tools while talking with customers
  • Advanced judgment and structured problem solving methodologies
  • Knowledge of macOS, iOS and iCloud technologies
  • Knowledge of Mobile Device Management and deployment of Apple products in an enterprise environment
  • Ability to work on assigned tasks with minimal oversight

Description

We expect everything from an Advisor that our customers do. As a T2 Business and Education Advisor, you'll be supporting many of our popular products, from iPhones to iPads to MacBooks to desktop Macs. As an escalation point, you'll be trusted expert for both Advisors and customers, providing extraordinary customer service, troubleshooting, and technical support. You'll make decisions in partnership with our customers to best serve their needs, at times escalating complex cases to Senior Specialists, providing detailed and relevant data to ensure a streamlined escalation. You'll honor the commitments we make, ensuring customers are contacted in a timely manner, kept informed along each step. We'll rely on you to listen to our customers and use your technical expertise, creativity, and passion to meet their needs, solving complex and unique issues - Doing so while reinforcing to them that behind our great products are amazing people. We believe our individual backgrounds, perspectives, and passions help us create the ideas that move all of us forward. We'll train you to be the best.

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.

Additional Requirements

  • Flexibility to work between the hours of 6:00 a.m. Central and 9:00 p.m. Central including weekends and holidays, with the possibility to flex up or down hours depending on business needs.


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Apple Support Tier 2 Business & Education Advisor

Apple, Inc.
Austin, TX 78701

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