Every single day, people do amazing things at Apple. What will you do? At Apple, new ideas have a way of becoming phenomenal products, services, and customer experiences very quickly. Bring passion and dedication to your job, and there's no telling what you could accomplish. The Channel Support team provides front-line support for the Service Providers, iPhone Carriers, and Apple Retail Stores who, in turn, support our end customers and is a lynchpin for other Apple functions including Planning & Procurement, Logistics, Field Service, Engineering & Finance. This role would see you responding to technical support issues and administrative queries.
DescriptionThe Channel Support Advisor will take escalations from Apple Service Providers, iPhone Carriers, and Apple Retail Stores and provide information on a range of issues, both technical and operational. Interaction/communication with these entities is currently managed primarily via e-mail and chat; however, some outbound calling may be required. Individuals on the team will need to handle queries from the start of the issue right through to final resolution. This role can cover a 7-day operation, meaning weekends may form part of your shift pattern. In addition, a Channel Support Advisor is expected to escalate systemic and technical issues, drive internal process improvement initiatives, develop internal documentation, all while adhering to service level agreements for chat and email cases.
Key ResponsibilitiesDemonstrates effective, clear, and professional written and oral communication.Screens and processes all customer issues in a timely fashion.Identifies potential problems by monitoring tasks or escalations, or through analysis of reporting.Works cross-functionally with many other Apple departments to ensure business needs are addressed and customer satisfaction achieved.Cross-trains and serves as backup for other members of the team.Maintains acceptable performance metrics such as customer satisfaction, productivity, first contact resolution, and attendance.Takes responsibility for tasks and decisions as documented in all processes and procedures.Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.Minimum QualificationsFluency in both English and Turkish (verbal and written).2+ years of customer-facing experience.Preferred QualificationsCustomer-centric attitude with demonstrated ability to work independently with the utmost professionalism, integrity, and dependability.Technically minded with the ability to understand, converse, and provide solutions to an IT literate audience.Strong prioritization and time management skills, with a high degree of flexibility.Fluency in additional EU languages advantageous.Experience within a previous customer service role and SAP knowledge desirable.Experience in a previous hardware troubleshooting support role.
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