AppleCare Product Specialist and Senior Technical Advisor
Sep 2014 - Dec 2015
Responsible for handling a wide range of incoming calls about Apple products and procedures. Handling and responding to end-users’ requests through multiple contact channels (phone, e-mail, chat). Providing primarily constructive consulting to Tier 1 CSSs in order to assist them handling end users’ cases. Taking over cases from Tier 1 CSSs and handling questions on all aspects of customer experience. Maintaining solid customer relationships by handling their questions and concerns with speed and professionalism. Also, in charge of resolving all interactions positively and to the customers complete satisfaction. Performing data entry and using software programs. Also, requires research skills to troubleshoot end users’ problems.