Every single day, people do amazing things at Apple. What will you do? At Apple, new ideas have a way of becoming great products, services and customer experiences very quickly. Bring passion and dedication to your job and there’s no telling what you could accomplish.

The Channel Support team provides front line support for the Service Providers, iPhone Carriers & Apple Retail Stores who in turn support our end customers and is a lynch-pin for other Apple functions including Planning & Procurement, Logistics, Field Service, Engineering & Finance. This role would see yoy.

• Technically minded with the ability to understand, converse and provide solutions to an IT literate audience.
• Ability to see “the bigger picture”.
• Fluent in German and English.

Description

You will handle customer concerns from our channel partners and provide information on a range of issues, both technical and operational. Interaction and communication with our partners will be primarily via e-mail and chat. Individuals on the team will need to handle queries from start of issue right through to final resolution.

In addition, a Channel Support Advisor is expected to escalate systemic and technical issues, drive internal process improvement initiatives, develop internal documentation, all while adhering to service level agreements for chat and email cases.

Key Responsibilities

• Demonstrates effective, clear and professional written and oral communication.
• Screen and process all customer issues in a timely fashion.
• Identify potential problems by monitoring tasks and critical issues, or through analysis of reporting.
• Works cross functionally with many other Apple departments to ensure business needs are addressed and customer happiness achieved.
• Cross train, and serve as backup for other members of team.
• Maintains acceptable performance metrics such as customer satisfaction, productivity, first contact resolution, and attendance.
• Takes responsibility for tasks and decisions as documented in all processes and procedures.
• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed