AppleCare Parter Relations iTPS Senior Specialist

Austin, TX 78701
  • Job Code
    200288975
Summary

Summary

Posted: Sep 20, 2021

Role Number:200288975

At Apple, we believe new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bri...Summary

Summary

Posted: Sep 20, 2021

Role Number:200288975

At Apple, we believe new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish!

The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it!

This position will be located at the Apple campus in Austin, Texas.

Key Qualifications

  • Excellent verbal and written communication skills Passion for outstanding customer service Resourcefulness and flexibility
  • Strong troubleshooting skills
  • Superior interpersonal skills
  • Outstanding follow-through and organizational ability
  • Display of leadership qualities
  • Strong time management and multitasking abilities
  • Innovative and creative problem solver iTPS experience preferred

Description

Receiving both email and phone consultation from Tier 1 Advisors
Managing consultations from senior Advisors through Radar, iLog, and heads up emails
Managing callbacks and voicemail
Participates in meetings and presentations or other designated special projects as assigned by department management.
Familiar and efficient in all iTPS tools
Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
Maintains a comprehensive working knowledge of policies, procedures, and benefits across all product lines and processes.
Provides coaching, advice and guidance based on audit findings, and delivered performance feedback to associates as outlined in business unit's policies and procedures.
Evaluates and records the quality and performance of both Tier 1 and Tier 2 provider interactions. Responsible for updating a monthly scorecard and delivering it to your manager and area manager. Submitting content requests where there is missing, inaccurate, or unclear procedures.

Additional Requirements

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AppleCare Parter Relations iTPS Senior Specialist

Apple, Inc.
Austin, TX 78701

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