Apple Technical Support Tier 2 Advisor

Raleigh, NC 27603
  • Job Code
    200286066
Summary

Summary

Posted: Sep 8, 2021

Role Number:200286066

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

Summary

Posted: Sep 8, 2021

Role Number:200286066

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 (T2) Advisors utilize their vast knowledge to support both our customers and their peers. As a T2 Advisor, you're expected to handle inbound phone calls directly supporting our customers, while also supporting Tier 1 Advisors by either consulting or taking over cases requiring escalation. Being the final point of escalation, T2 Advisors are accountable to ensuring our customers are getting the right answer, supporting various products and software Apple offers to our customers. A successful T2 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 on site at the Apple campus in Raleigh, NC.

Key Qualifications

  • Minimum of 12 months as an iOS or Mac+ Advisor
  • Experience supporting customers via phone, e-mail, 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, including customers and peer Advisors
  • 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 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

Description

We expect everything from an Advisor that our customers do. As a T2 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 engineering, 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

  • Available to attend approximately 5-6 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


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Apple Technical Support Tier 2 Advisor

Apple, Inc.
Raleigh, NC 27603

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