Job Description
Job Description
Job Description
Senior Advisor – Apple SME/Client Experience Manager
66 Hudson Boulevard, New York, NY 10001
Must be US citizen or Green card Holder
Responsibilities - Provides Apple SME guidance to America’s technical support team.
- Client Experience manager focuses on colleague service experience with support team. Using analytical and subjective data to develop client experience improvement initiatives.
- Working directly with client executive leadership, consults and develops training initiatives and innovation projects.
- Design, develop and conduct new hire onboarding training.
- Strong communications and presentation skill requirement. Must be able to lead both in person and virtual training classes.
- Prepares training materials and videos, develops instructors, leads classroom instructions.
- Assists in investigating and resolving complex installations and maintenance matters of significance.
- Provides on-site field support to customers including installation, and servicing and repairing systems and equipment. Verifies and approves operational quality of system equipment.
- Resolves customer issues in the areas of hardware installation, repair, upgrade, and maintenance.
- Instructs customers in the operation and maintenance of systems/equipment.
- Ensures issues are referred to the appropriate personnel/service areas for follow up, testing and troubleshooting.
- Acts as a liaison with customers on administrative and technical matters for assigned projects.
- Performs analysis and prepares reports on system problem trends and issues.
Basic Qualifications
- 5+ years of Apple field support experience
- Ticket and asset management
- Strong hardware/software installation, support, and troubleshooting
- Demonstrated background in Mac OS and iOS support.
- Configuring new PC’s/notebooks via imaging, SCCM and standalone
- Remote Install software/hardware and support
Preferred Education and Training
- Associate degree in IT related field (minimum)
- Apple training/certification (preferred but not required)
- Apple Store experience (preferred but not required)
Work Environment
- Office environment
- Walk up kiosk.
- May require weekend work for Critical and High Priority support only.
- Will require shift work/On-call coverage.
Job Tags
Remote job, Work alone, Shift work, Weekend work,