**Job Summary:**

· As a telecom customer, we believe our diverse backgrounds, perspectives, and passions help us create the ideas that move all of us forward.

· As a Support Advisor, your voice is critical in supporting many of our popular products, including iPhones, iPads, MacBooks, iMacs, and more.

· As our customers’ first point of contact, you’ll be the friendly voice of the Customer, providing world-class customer service, troubleshooting, and technical support.

**Responsibilities:**

Helpline Tier 1 Support team will be the first point of contact for customers seeking assistance with products, services and technical issues. You will be responsible for accurate resolution of customer issues and inquires through effective communication and problem solving skills.

Summarized view of skill:

· Strong customer relationship skills with excellent communication abilities, where the candidate have worked with customers/consumers directly.

· Mac Troubleshooting skills

· ServiceNow experience ( this is the platform these folks will work on)

· Comfortable in strong tech writing skills ( Used for ticket resolution update )

Key Qualifications:

· Minimum 2 years professional technical troubleshooting expertise or proven technical ability

· Experience supporting customers via phone, e-mail, chat, and / or in person

· 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 welcome

· Effective time management, including ability to multitask, organize and prioritize

· Able to research and grasp technical information across multiple tools while talking with customers

· iOS, Smartphone, Tablet, PC or Mac experience

· Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges

· Makes space to listen, learn, and amplify diverse perspectives and experience

· Actively seeks out opportunities to champion and celebrate inclusion and diversity

Job Type: Full-time

Pay: $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 4 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Help desk: 3 years (Required)
• Mac OS: 2 years (Required)

Ability to Commute:

• Elk Grove, CA (Required)

Ability to Relocate:

• Elk Grove, CA: Relocate before starting work (Required)

Work Location: In person