Apple Support Communities Senior Moderator

Austin, Texas, United States
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number:200161639
The Senior Moderator will focus on our relationship with Up and Comer community members in Apple Support Communities. They will support global community member accounts and partner closely with community stakeholders. They will engage with the community and maintain a healthy environment for community members to interact with each other. They will resolve escalations from the Moderation team and partners, and they will have an active role in improving the quality of moderation.

Key Qualifications

  • Working knowledge of Apple’s operating systems and Apple hardware
  • Must be a customer focused person who is self motivated, friendly and has a passion for online communities and social media
  • Excellent customer interaction skills
  • Excellent written communication
  • Excellent communication and interpersonal skills
  • Efficient, self-directed and detail-oriented work habits
  • Familiarity with basic web technologies a plus

Description

• Removes, edits and relocates posts that are against the Apple Support Communities terms of use • Resolves escalations from the Moderation team • Focuses on improving the quality of moderation • Corresponds with customers who require redirection • Works with the Community Manager to devise and implement strategies to improve the customer experience for users of Apple Support Communities • Works to correct behavior of disruptive community members • Posts within the community, engaging with the community to encourage community member interaction • Works with Community Manager to devise and implement strategies to improve level of participation on Apple’s discussion forums • Resolves global community member account challenges • Reports key community details to our partners • Manage our relationship with Up and Comer community members

Education & Experience

Normally requires BS degree plus 1-3 years experience in a customer service/support environment or equivalent experience.

Additional Requirements

  • Requires excellent communication skills, both written and verbal. Must be able to relate and communicate to all types of customers, stakeholders and situations. Requires excellent organizational skills as well a strong technical aptitude. Position will require working weekends and non-standard hours.