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You will serve as the primary technical contact for customers requiring assistance with Apple products and services, managing support across phone, email, and chat channels.
Responsibilities
Resolve customer technical issues and inquiries through effective problem-solving and clear communication.
Troubleshoot hardware and software issues across Mac OS, iOS, smartphones, and tablets.
Document ticket resolutions using clear and accurate technical writing in ServiceNow.
Research technical information across multiple tools while actively engaging with customers.
Self-manage and prioritize tasks in a changing environment while working flexible schedules including weekends and holidays.
Required Skills
2-5 years of experience with Mac OS X.
2-5 years of experience in written communication.
2-5 years of experience in time management.
Proficiency with ServiceNow for ticket management.
Technical troubleshooting experience with Mac OS, iOS, smartphones, and tablets.
Minimum typing speed of 40 WPM.
Ability to work a flexible schedule between 7:00 a.m. CST and 10:30 p.m. CST.
Preferred Skills
Experience with Jamf or Mac technician workflows.
Apple certifications or experience working in Apple stores.
