CSS Brazil Channel Support Advisor

Austin, TX 78701
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Posted: Apr 14, 2021

Role Number:200215649

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experien...Summary


Posted: Apr 14, 2021

Role Number:200215649

Imagine what you could do here. At Apple, 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 is located on-site at the Apple campus in Austin, TX.

Key Qualifications

  • Proficient bilingual written skills, English and Portuguese (Spanish is a plus).
  • Ability to work independently or as part of a team and demonstrate leadership skills.
  • Anticipates potential problems and works proactively to provide and implement solutions to a wide range of issues, most with cross-functional aspects.
  • Experience in resolving technical, financial and logistics issues with a strong focus on customer satisfaction.
  • 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 critical 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.


This role provides frontline support for the Brazil region to include Service Providers and iPhone Carriers, who support our end customers. It is a linchpin for other Apple functions, e.g., such as Planning & Procurement, Logistics, Field Service, Finance & Technical Support. The advisor will take escalations from the Service Providers 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 e-mail and Chat. However, some outbound calls may be required.

Education & Experience

BS/BA preferred or equivalent industry experience/certifications.
ACMT and/or ACiT certification is a plus.

Additional Requirements

  • At Home Requirements
  • A quiet workspace, ergonomic chair, and desk High-speed Internet service (10 megabits download and 3 megabits upload) from a reliable provider.

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CSS Brazil Channel Support Advisor

Apple, Inc.
Austin, TX 78701

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