Community Specialist

Tokyo, Tokyo-to, Japan
Support and Service

Summary

Posted:
Weekly Hours: 37.5
Role Number:200135480
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. The people here at Apple donʼt just craft products - they build the kind of wonder thatʼs revolutionized entire industries. Itʼs the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. Apple Support Communities (ASC: discussionsjapan.apple.com) is Apple's official user-to-users' support forum, where customers can exchange technical questions and answers about Apple products, and services 24 hours per day, 365 days per year. One of the key roles of the specialist is to ensure that registered members follow the rules of participation and Terms of Use (ToU). Also the specialist monitors the ASC site based in Tokyo to ensure it maintains positive customer experiences and provides technical support. This role requires you to work 5 days/week, 37.5 hours/week. The work time/workdays may change based on business needs (see Additional Requirements).

Key Qualifications

  • Excellent written communication in Japanese and English
  • Excellent technical knowledges and customer support experiences for 3+ years
  • Excellent customer interaction skills
  • Excellent verbal communication and interpersonal skills
  • Efficient, self-directed and detail-oriented work habits
  • Working knowledge of Mac OS X and Apple Hardware
  • Familiarity with internet/web technologies such as SEO, SMO
  • Proficient in English speaking
  • Localization/Internationalization experiences a plus
  • Project management skill/knowledges a plus

Description

- Provide technical solutions to registered members with the Apple-provided tool. - Use the Apple-provided tool to review, edit, and/or remove content that violates the ToU. The specialist may also suspend or ban the author from participating to ASC. - Correspond with community members who require redirection, and correct their disruptive behaviors. - Work with other community moderators, specialists, and Apple to devise and implement strategies to improve members' experiences and increase their participations. - Engage with community members and maintain a healthy environment for all participants to ask and answer questions. - Partnering with global team members in US, JAPAC, EMEIA to proceed your daily activities.

Education & Experience

Additional Requirements

  • - This role requires 5 days/week, 37.5 hours/week. The work time/workdays may change based on business needs.
  • - Work at Tokyo office, but work from home is a possible option (1-2 days/week)
  • Work from Home Requirements:
  • - A quiet workspace, ergonomic chair, and desk
  • - High-speed Internet service (5 megabits download and 1 megabit upload) from a reliable Internet Service Provider