DESCRIPTION
Imagine what you could do here. At Apple, new ideas have a way of becoming innovative products, services and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.
We are looking for a Technical Support Advisor to join our Specialist Program Support (SPS) team. The SPS team responds to and handles technical requests from both high profiled business and education customers around the globe as well as Apple’s growing presence of pro-user customers. The primary functions include providing both phone and email support to Apple’s customers to assist with complex problem research, isolation, documentation, reporting and resolution.
An SPS Technical Support Advisor will have extraordinary attention to detail in case management, follow-up and follow-through. They will provide technical support for business and education customers, Apple’s Pro-Apps (including but not limited to Final Cut Pro, Logic Pro, Aperture) and Server and Apple Configurator applications. They will report to Corporate Support Engineering teams via bug tracking tools, emerging issues and/or complex technical issues in order to find resolution and to provide product technical feedback to Engineering teams. They will act as a point of contact to provide guidance and ensure rapid identification of emerging issues for professional solutions. They will assist in product readiness process as appropriate and needed - reviewing technical materials such as submitted articles, training materials, etc. They will report technical issues and keep the manager well-informed. The SPS team maintains an ongoing expert knowledge of diverse technologies.
REQUIREMENTS
- Fluency in English and German
- You have a suitable third level technical qualification or a minimum of 2 years experience in a similar environment
- A general technical understanding of Apple iOS and CPU products, but experience is an advantage
- Experience in the areas of system administration, systems integration, technical support or professional service is a distinct advantage
- Interest of two or more key technology areas: networking, directory services, file sharing protocols, web services, video editing and post-production, Microsoft or Linux server experience, 3rd party multimedia software, Radius (802.1X), SAN/fibre channel technologies
- Music editing and mixing would be an add on
- Excellent organisational skills and an ability to deliver in a rapidly changing environment
- Ability to respond to changing environments both here in Apple and in the global changing technological environment
- Solution focused with the ability to work to lead change
- You are self-motivated
- Troubleshooting experience and success
- Ability to meet department SLA and targets
- Ability to take on new roles, assignments and responsibilities as needed
- Excellent people interaction skills and interpersonal skills, both verbal and written
- Passionate about customer service
- Resourceful and flexible to job needs
ARE YOU THE PERFECT CANDIDATE?
