Shared Services Support Agent, Chinese Language

Austin, Texas, United States
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number:200153948
The SP&O Shared Services team provides support to our channel partners who have a wide variety of tools they use to interact with Apple. We believe that hard work, creativity and innovation fuel the ultimate user experience and help Apple grow. We believe each customer interaction is an opportunity to delight, engage, and inspire. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you!

Key Qualifications

  • Experience in supporting customers via email or chat and using an ticket or IT service management system for tracking technical support cases
  • Outstanding follow through, strong work ethic, great attention to detail, and exceptional customer focus
  • Effective time management including ability to multi-task, organize, and prioritize
  • 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
  • Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges
  • Resourcefulness and flexibility to adapt to Apple’s changing business needs

Description

Serve as first point of contact support for Apple sales systems. Troubleshoot access and system issues by having a comprehensive practical and theoretical understanding of the applications that help channel resellers sell and support Apple products Support sales team by developing and maintaining positive customer relations with customers (channel partner staff), which can substantially affect service and/ or product revenue(s) Report and escalate issues through appropriate channels, effectively communicating information with the applicable team(s) to ensure constant improvement of processes and support Consistently provides prompt, reliable, and accurate information to users Identify opportunities for improvement to customer experience May participate in projects and testing efforts related to support Typical issues might include login ID retrieval, account update, content feedback, FAQ related questions, providing registration instructions and escalating issues to Apple technical and/or business teams

Education & Experience

Additional Requirements

  • BA/BS preferred, or equivalent experience
  • Must be bilingual in Chinese and flexible and willing to work weekends, some holidays and rotating on-call schedule
  • Mac experience
  • Some travel may be required