CSS ASP Chat Advisor

Austin, TX 78701
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Posted: Apr 14, 2021

Role Number:200236833

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


Posted: Apr 14, 2021

Role Number:200236833

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 Channel Support is seeking an Advisor to support our external partners through the repair order lifecycle. The role will support front line customer concerns from our Service Providers, Carriers, and Distributors as well as work closely with internal organizations such as Logistics, Service Order Management and Field Services to resolve and mitigate critical issues.

Key Qualifications

  • ACMT and ACiT certifications required
  • Ability to work independently or as part of a team and demonstrate leadership skills
  • Anticipates potential problems and works dedicatedly to provide and implement solutions to a wide range of issues, most with cross-functional aspects.
  • You are experienced in resolving technical, financial and logistics issues with a strong focus on the customer experience.
  • You have the ability to communicate effectively with internal and external partners of varying levels
  • Experience with root-cause analysis
  • Provide chat and email support to both Authorized Service Providers and Carriers
  • Ability to manage and analyze issues with real-time resolution.
  • Meet and exceed organizational standards as it pertains to customer satisfaction goals, service level agreements, and team metrics.
  • Understands the goals of the entire organization and actively participates in achievement of those goals.
  • Takes responsibility for tasks and decisions as documented in all processes and procedures.
  • Understands service organizations and reverse logistics.
  • Provide solutions to an IT literate audience
  • Effectively handle critical issues and questions via in-bound customer concerns, while maintaining Apple's focus on communication and overall Customer Happiness
  • Strong organizational skills necessary with ability to multitask and prioritize.
  • Ability to see "the bigger picture".
  • Ability to thrive in a multi-cultural and dynamic environment
  • Experience with Radar, Central Station, SAP, and Sonar preferred
  • Strong organizations, written, and verbal communication skills are required


This role is to provide front line support for the AMR region to include Authorized Service Providers and iPhone Carriers - who in turn support our end customers and is a linchpin for other Apple functions e.g. Planning & Procurement, Logistics, Field Service, Finance & Technical Support. The agent will take issues from the Service Providers's and iPhone Carriers and provide information on a range of services, including parts availability, finance and logistics. Interaction/Communication with Service Providers & iPhone Carriers is currently managed primarily via chat, e-mail and customer concerns, however, some outbound calling may be required.

Education & Experience

BS/BA preferred or equivalent industry experience/certifications

Additional Requirements

  • This position is performed on-site at our Austin, TX campus.
  • Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
  • Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace.

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CSS ASP Chat Advisor

Apple, Inc.
Austin, TX 78701

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Web Developer
16th2019 - Web Developer
Overall Rating: 16/199
Median Salary: $67,990

Work Environment
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