Work from Home Tech Agent: Apple Inc.

[tam2005]

Position Description:

At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, impress, engage and inspire. We focus on all the small details to have the biggest impact!

The primary responsibility of the AppleCare HBA Technical Customer Service Representative is to answer inbound customer inquiries and to troubleshoot issues for resolution while ensuring the customer receives a world-class experience. Our representatives will utilize excellent decision-making, judgment and communication skills to respond to calls from customers.

The ideal candidate must live in the Elk Grove or surrounding area (preferably within 25 miles of the Apple Elk Grove facility) and must be passionate about Apple products and technology! In addition to Apple product knowledge, Windows experience is a huge plus. Qualified candidates must have strong understanding of technical concepts, must be self-motivated and interested in working independently in a home office environment. Must be able to adapt and be flexible to changing technologies, processes and environments.

Scope of Responsibilities/Expectations
• Analyze and resolve a wide variety of complex technical customer issues
• Exercise multi-tasking skills when managing multiple systems and applications
• Proactively utilize strong problem solving skills in order to deliver customer focused solutions

There are many things to consider when deciding if being a home-based agent is the right decision for you. Consider the following questions:
Do you have a private workspace in your house with a door, where ambient noise can be minimized during work hours?
Do you have a workspace with a desk and desk chair? Does this workspace allow for the proper installation of your technical equipment?
Do you have, or are you willing to get, an analog phone line that can be dedicated to contact center calls? (monthly allowance provided by Apple)
Do you have, or are you willing to get, internet service meeting minimum system requirements? (monthly allowance provided by Apple)
Are you a self-starter who is comfortable in an environment remote from co-workers and managers?
Are you able to be in the Apple office for a pre-scheduled office day and as required based on business need?


Specific Knowledge/Skills
• Ability to converse with customers and troubleshoot technical issues via phones
• Ability to work independently and self motivated
• Demonstrates strong verbal and written communication skills
• Ability to navigate in the Windows environment
• Experience in high tech customer service
• Flexibility to work varied shifts on a 7-day schedule