Job Description
At Apple, we believe that dedication, a lively 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 huge impact with our customers! Building this environment starts with you!
As an Apple Support College Advisor, you will play a crucial role in providing top-tier customer service and technical support for a range of Apple products, including iPhones, iPads, MacBooks, iMacs, and more. You will be the friendly voice of Apple, ensuring our customers receive world-class assistance and troubleshooting. We value diverse backgrounds, perspectives, and passions as they help us create the ideas that move us forward.
Key Responsibilities
Customer Engagement: Delight, engage, and inspire customers by providing exceptional technical support, troubleshooting, and issue resolution.
Technical Expertise: Utilize methodical troubleshooting processes to diagnose and resolve hardware and software issues on iOS devices, smartphones, tablets, PCs, and Macs.
Communication: Demonstrate excellent verbal and written communication skills, tailoring your approach to each customer’s needs.
Time Management: Prioritize tasks and effectively manage your time in a fast-paced, dynamic environment.
Multitasking: Seamlessly navigate across systems and applications to analyze, isolate, and resolve technical issues.
Customer-Centric Approach: Provide step-by-step solutions with patience and empathy, ensuring an outstanding customer experience.
Requirements and Qualifications
Passion for Customer Service: Dedication to delivering exceptional customer experiences and comprehensive issue resolution.
Flexibility: Approach opportunities with good judgment and adapt to changing situations.
High Standards: Model honesty, quality, and accountability in all interactions.
Resilience: Navigate difficult conversations and display resilience after challenging situations.
Effective Communication: Tailor communication and style to diverse audiences.
Independence: Self-manage and work independently in a fast-paced, constantly changing environment.
Team Player: Thrive in a collaborative team environment where expertise is shared, and feedback is encouraged.
Time Management: Effectively multitask, organize, and prioritize tasks.
Technical Aptitude: Ability to research and grasp technical information across multiple tools while respecting customer privacy.
Tech Savvy: Experience with iOS, smartphones, tablets, PCs, or Macs, with an eagerness to learn and adapt to new challenges.
Inclusion Advocate: Promote and celebrate diversity and inclusion, actively seeking opportunities to amplify diverse perspectives and experiences.
Additional Requirements
Training: Available to attend nine weeks of required part-time virtual training on a fixed schedule, including weekends (summer training schedules may vary).
Shift Flexibility: Flexible to work three to four-hour shifts during the week between 4:00 p.m. CST and 10:30 p.m. CST and one eight-hour shift on Saturdays between 7:00 a.m. CST and 10:30 p.m. CST, including holidays.
Schedule Adjustments: Able to flex up or down in weekly hours based on school schedules and business needs.
Skills: Successful completion of a pre-employment assessment and background check, with a minimum typing speed of 40 WPM while talking with customers.
Workspace: Maintain a quiet workspace with an ergonomic chair and desk.
Internet Connection: Ensure a hard-wired internet connection with minimum download speed of 10 Mbps download and 3 Mbps upload, with less than 150 ms latency. Wireless connections to Apple equipment are not allowed.
Inclusion and Diversity: Apple is an Equal Opportunity Employer committed to fostering a culture where everyone feels seen, heard, and inspired to do their best work. We celebrate diversity and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally-protected characteristics.
Equal Opportunity: Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.
E-Verify: Apple participates in the E-Verify program in certain locations, as required by law.
Reasonable Accommodation: Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.
Drug-Free Workplace: Apple maintains a drug-free workplace.
Join us at Apple and be a part of a team that values innovation, diversity, and inclusivity while providing exceptional support to our customers. Your passion for technology and dedication to customer service can make a significant impact as an Apple Support College Advisor.