AppleCare Support Advisor

2 weeks ago

Dublin, Dublin City, Ireland Apple Inc. Full time

At Apple, we believe that dedication, an inclusive environment, and innovation fuel the ultimate customer experience. We believe that each interaction is an opportunity to listen, build trust, and create a personalised experience for our customers. Creating this customer experience starts with you You are a problem solver who easily connects with customers. You exceed customer expectations with your guidance, knowledge, and passion for technology. You are curious about why things work the way they do and are committed to using a methodical problem-solving approach to find solutions for hardware, software, and services issues. You have excellent verbal and written communication skills, as well as the ability to prioritise tasks and manage your time. You can multitask across systems and applications, with the persistence to understand, investigate, isolate, and resolve various customer issues. You authentically guide the conversation with people of all skill levels, explaining step-by-step solutions tailored to each individual customer, which helps to strengthen the customer's relationship with Apple. You enjoy overcoming challenging situations, finding resolutions, and providing an incredible customer experience. If this sounds like you, you could be the next AppleCare Support Advisor

Description

At Apple, we believe that our diverse backgrounds, perspectives, and passions help us create the ideas that move all of us forward. As an AppleCare Support Advisor, your influence is critical in supporting many products and services. We'll rely on you to use your problem solving expertise and relationship building skills creatively and passionately —in combination with our documented processes and procedures—to meet our customers' needs in a way that reminds them that behind our great products are amazing people who care about their experiences. We'll train you to be the best. 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. Our environment makes space to listen, learn, and amplify diverse perspectives and experience. We're committed to helping employees explore their potential. 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.

Minimum Qualifications
  • Able to read, write, and speak fluently in Italian
  • Aptitude for problem solving & relationship building skills with an eagerness to learn and take on new challenges
  • Able to quickly search for, consume, and apply information, ensuring a high level of attention to detail and accuracy
  • Successful completion of all trainings and certifications as required for this role
  • Able to communicate clearly and effectively, both written and verbally with customers
Key QualificationsPreferred Qualifications
  • Passion for customer service and ownership of the customer experience
  • Experience supporting customers
  • Maintains a positive attitude and growth mindset by displaying resiliency and expertly navigating difficulties or obstacles
  • Ability to create mutual understanding while navigating challenging situations
  • Able to effectively adjust guidance to the needs of diverse individuals, treating everyone with respect
  • Able to communicate clearly and effectively with customers while accurately documenting notes
  • Able to self-manage, effectively manage time, multitask, organize, and prioritize while working independently in a fast-paced, constantly changing environment
  • Thrives on a team where expertise is shared and feedback is valued
  • Minimum of 2 years professional customer service expertise, or contact center sales/support, or training, or equivalent experience
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