HelpLine Tier 1 Support

Role Summary

• Helpline Tier 1 Support team will be the first point of contact for customers seeking assistance with products, services and technical issues. You will be responsible for accurate resolution of customer issues and inquires through effective communication and problem solving skills.

Summarized view of skill:

• Strong customer relationship skills with excellent communication abilities, where the candidate have worked with customers/consumers directly.
• Mac Troubleshooting skills
• ServiceNow experience ( this is the platform these folks will work on)
• Comfortable in strong tech writing skills ( Used for ticket resolution update )

Key Qualifications:

• Minimum 2 years professional technical troubleshooting expertise or proven technical ability
• Experience supporting customers via phone, e-mail, chat, and / or in person
• Passion for customer service and ownership of the customer experience, including comprehensive issue resolution
• Able to effectively tailor communication and style to differing audiences
• Able to self-manage and work independently in a fast-paced, constantly changing environment
• Thrives on a team where expertise is shared and feedback is welcome
• Effective time management, including ability to multitask, organize and prioritize
• Able to research and grasp technical information across multiple tools while talking with customers
• iOS, Smartphone, Tablet, PC or Mac experience
• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges
• Makes space to listen, learn, and amplify diverse perspectives and experience
• Actively seeks out opportunities to champion and celebrate inclusion and diversity

Description:

• As a telecom customer, we believe our diverse backgrounds, perspectives, and passions help us create the ideas that move all of us forward.
• As a Support Advisor, your voice is critical in supporting many of our popular products, including iPhones, iPads, MacBooks, iMacs, and more.
• As our customers’ first point of contact, you’ll be the friendly voice of the Customer, providing world-class customer service, troubleshooting, and technical support.
• We’ll rely on you to listen to our customers and use your technical expertise, creativity, passion, and our documented troubleshooting flow to meet their needs and remind them that behind our great products are amazing people.
• We’ll train you to be the best. This position comes with competitive pay, great benefits, eligibility to participate in our company stock plan, time off, an employee discount, and dedicated resources to support your ongoing growth and career development.
• We’re committed to helping employees explore their potential. Inclusion is a shared responsibility, and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard and inspired to do their best work.

Additional Requirements

• Available to attend required training on a fixed schedule that may include weekends.
• Flexible to work between the hours of 7: 00 a.m. CST and 10: 30 p.m. CST, including weekends and holidays, with the possibility to flex up or down hours depending upon business needs.
• Successful completion of a pre-employment assessment and background check
• Successful completion of initial training
• Meet all expectations of the role within the first 120 days of employment.
• Able to meet minimum typing speed of 40 WPM while talking with customers

Skills:

• Written Communication 2-5 years Is Required
• Mac OS X 2-5 years Is Required
• Time Management 2-5 years Is Required
• Communication Skill 2-5 years Is Required
• Problem Solving 2-5 years Is Required
• iOS2 5 years Is Required

Qualification and Skills:

• Apple Certified Support Professional
• Cisco CCNA certification
• CompTIA A+ certification
• Knowledge of ITIL standard methodologies such as the difference between Incident, Problem, and Change