SmartRecruiters Test company

Job Description:
This position requires excellent problem solving skills, ability to navigate through ambiguous issues, superior written communication skills, ability to work quickly with great accuracy, understanding of Apple’s Channel Sales tools, passion for constant improvement, and commitment to exceptional customer service. The ideal candidate will be able to solve routine problems independently and know when to request specific direction on more complex problems. This includes working with technical, business and project teams to define processes and procedures to monitor systems, rapidly respond to incoming incident tickets and provide status updates to management and the business so they are informed of any business impacts, in a timely manner and with clarity.
This position requires native fluency in written English.
 
Key Qualifications
?    Previous experience in a user system support or similar role requiring outstanding communication skills, strong work ethic, attention to detail, and exceptional customer focus.
?    Ability to engage and clearly communicate to all levels of the organization.
?    Excellent written and verbal communication skills to ensure quality of product and service on a regular basis as candidate will communicate with the customers (internal & external)
?    Prior experience in a production application support role troubleshooting, analyzing and providing root cause analysis
?    Excellent interpersonal, analytical and problem solving skills
?    Sense of initiative and pro-activeness
?    Strong organization and time management skills
?    Proven competence in owning tasks, follow through, sharing information, and contributing to a collaborative environment
?    Ability to work independently, efficiently exercising good judgment under deadlines
?    Strong conceptual and process-focused thinking abilities
?    Resourcefulness and flexibility to adapt to Apple’s changing business needs
?    Ability to work an issue from various angles, ask for help when needed, and see a problem through until it is resolved
?    Must be flexible and willing to work weekends, some holidays and rotating on-call schedule
?    Familiarity with OS and iOS
 
Description
• Serve as first point of contact for various Apple sales provisioning/registration systems, training systems, sales portals and account support, including registration and access assistance.
• Troubleshoots user access issues utilizing comprehensive practical and theoretical understanding of the applications that help channel resellers sell and support Apple products.
• Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/ or product revenue(s).
• Reports and escalates issues through appropriate channels, effectively communicating information with the applicable team(s) to ensure constant improvement of processes and support.
• Typical issues include login ID retrieval, account update, content feedback, FAQ related questions, providing registration instructions, escalating technical issues, mass account updates, and more.
• Consistently provides prompt, reliable, and accurate information to users. Identify opportunities for improvement to support process.
• Participate in projects and testing efforts related to support.
 
Education
BS/BA or equivalent experience

All your information will be kept confidential according to EEO guidelines.