About My Role:
As a technical support representative, I specialized in providing quick and efficient technical support and service to customers calling Apple Support for assistance with iOS, Mac, and other Apple products (i.e., iPhone, iPad, Mac, Apple Watch, etc.).
Duties:
- Ensured superior customer experience by managing call flow, addressing customer concerns, guiding through general troubleshooting steps, providing education on product usage, and resolving cases during the first call in a timely and empathetic manner.
- Responsible for creating support cases for accurately documenting each assigned customer interaction in the proper systems, and transferring cases to the appropriate department for escalations that resolve inquiries/issues when necessary, amongst other assigned duties.
- Remained up to date on the latest technological advancements and solutions applicable to company products.
Highlights:
- Promoted from Level 1 Tier 1 Tech (iOS Products) to Level 2 Tier 1 Tech (All Products) after 2 weeks.
- Promoted to Level 3 Tier 1 Trainer after 1 month.
- Previously reported monthly average customer survey rating: 3.9/5
- Previously reported total number of calls taken in a single shift: 25
