Job Description

Summary

Posted: Apr 6, 2020

Weekly Hours: 40

Role Number: 200163997

Home Office: Yes

You're a problem-solver and easily connect with customers! You exceed their expectations with your guidance, knowledge, and real passion for technology. You're enamored by the way things operate, and have the ability to figure out how technology works when things go wrong. You have excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage your time. You can multitask across systems and applications, analyze, isolate and resolve a variety of complex technical issues, and comfortably navigate a technical environment. You effortlessly engage, explaining step by step solutions with patience and an approach tailored to each individual customer. You're not only here to help fix technical issues, but also provide an incredible customer experience. If this sounds like you, you could be the next Apple Pay At Home Advisor. We're committed to helping employees explore their potential. This is an at home position and you can live in any city across the US. You do not need to live in the city this is posted in to be considered.

Key Qualifications

Minimum 2 years professional technical troubleshooting expertise or shown advanced 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 welcomed
Effective time management including ability to multi-task, 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

Description

We expect everything from an Advisor that our customers do and we want Apple to be a reflection of the world around us. As an Apple Pay Advisor, you'll be supporting payment solutions on many of our popular products, from iPhones to iPads to MacBooks to desktop Macs. As our customers' first point of contact, you'll be the friendly voice of Apple, 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, and passion to meet their needs - and remind them that behind our great products are amazing people. Because we believe our individual backgrounds, perspectives, and passions help us create the ideas that move all of us forward. We'll train you to be the best. As an Apple Pay Advisor, you will provide basic to complex technical support for customers using Apple Pay on associated components including all Apple hardware and software products. You will be working with Apple's customers over the phone to assist with problem isolation and resolution, using your best judgment within Apple's defined practices and procedures. You will also: - Research and resolve Apple Pay related customer inquiries including pre-sales and post-sales technical support needs - Troubleshoot issues across macOS, iOS, and watchOS - Create and track technical escalations while you retain customer issue ownership in order to provide timely follow up with customers - Navigate a variety of support tools while maintaining effective communication and ensuring the highest level of quality in every interaction - Collaborate with cross-functional groups and external financial partners to resolve standard to slightly complex billing issues - Maintain an ongoing skilled knowledge of diverse technologies 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.

Education & Experience

Additional Requirements

- Available to attend approximately 1-2 weeks of 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
- Able to meet minimum typing speed of 40 WPM while speaking with customers
At Home Requirements
- A quiet workspace, ergonomic chair, and desk
- High-speed Internet service (10 megabits download and 3 megabits upload) from a reliable provider

This job was posted on Thu Apr 09 2020 and expired on Wed Apr 29 2020.

Minimum $10K /yr

$27K /yr Average

Maximum $121K /yr

Tasks

Communicate with other staff to resolve problems with individual students.

Observe students to detect and report unusual behavior.

Supervise, train, and evaluate residence hall staff, including resident assistants, participants in work-study programs, and other student workers.

Provide emergency first aid and summon medical assistance when necessary.

Make regular rounds to ensure that residents and areas are safe and secure.

Mediate interpersonal problems between residents.

Enforce rules and regulations to ensure the smooth and orderly operation of dormitory programs.

Determine the need for facility maintenance and repair, and notify appropriate personnel.

Collaborate with counselors to develop counseling programs that address the needs of individual students.

Develop and coordinate educational programs for residents.

Develop program plans for individuals or assist in plan development.

Provide requested information on students' progress and the development of case plans.

Confer with medical personnel to better understand the backgrounds and needs of individual residents.

Administer, coordinate, or recommend disciplinary and corrective actions.

Answer telephones, and route calls or deliver messages.

Counsel students in the handling of issues such as family, financial, and educational problems.

Hold regular meetings with each assigned unit.

Compile information such as residents' daily activities and the quantities of supplies used to prepare required reports.

Chaperone group-sponsored trips and social functions.

Order supplies for facilities.

Oversee departmental budget.

Supervise students' housekeeping work to ensure that it is done properly.

Process contract cancellations for students who are unable to follow residence hall policies and procedures.

Accompany and supervise students during meals.

Supervise the activities of housekeeping personnel.

Assign rooms to students.

Provide transportation or escort for expeditions, such as shopping trips or visits to doctors or dentists.

Direct and participate in on- and off-campus recreational activities for residents of institutions, boarding schools, fraternities or sororities, children's homes, or similar establishments.

Sort and distribute mail.

Inventory, pack, and remove items left behind by former residents.

Skills

Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Speaking - Talking to others to convey information effectively.

Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.

Coordination - Adjusting actions in relation to others' actions.

Persuasion - Persuading others to change their minds or behavior.

Negotiation - Bringing others together and trying to reconcile differences.

Service Orientation - Actively looking for ways to help people.

Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Time Management - Managing one's own time and the time of others.

Knowledge

Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Personnel and Human Resources - Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.

Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

Psychology - Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.

Sociology and Anthropology - Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins.

Therapy and Counseling - Knowledge of principles, methods, and procedures for diagnosis, treatment, and rehabilitation of physical and mental dysfunctions, and for career counseling and guidance.

Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Public Safety and Security - Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.

Law and Government - Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.

Communications and Media - Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.