25 days old

CSS ASP Senior Specialist

Austin, TX
  • Job Code
    200133528
Summary

Summary

Posted: Dec 27, 2019

Weekly Hours: 40

Role Number:200133528

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish

The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that encourages 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

You're a problem solver and easily connect with customers and advisors! You exceed their expectations with your mentorship, knowledge, and passion for technology. You're enamored by the way things operate, and have the ability to innovate a solution when something goes wrong. You have excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage your time. You can multitask across systems and applications, analyze, isolate and resolve a variety of complex technical and administrative issues, and comfortably navigate a technical environment. You effortlessly engage, explaining step by step solutions with perseverance and an approach tailored to each individual customer. You're not only here to help fix administrative and technical issues, but also provide an incredible customer experience. If this sounds like you, you could be the next CSS Senior Specialist. We're committed to helping employees explore their potential

Key Qualifications

  • People management experience in a large or multi-site inbound contact center or fast paced environment leading frontline employees
  • Knowledge of contact center management tools, processes, procedures, and performance metrics with the ability to innovate and improve as needed
  • Experience with using technology to form team cohesiveness and establish rapport
  • Demonstrates passion for technology and the ability to coach to technical concepts
  • Forms relationships and seeks to understand what motivates individuals
  • Prioritizes mentoring needs and experience in developing employees to achieve excellent customer service results
  • Leads a standard for high-quality work by consistently meeting and exceeding performance goals
  • Ability to develop mentoring plans that incorporates observations and key performance trends
  • Strong and effective written and verbal communication skills with the ability to tailor your message to your audience
  • Solution oriented leader who demonstrates creativity and curiosity
  • Able to adapt and flex schedule to align with business needs

Description

The Senior Specialist is responsible for providing daily leadership and promoting the development of the CSS ASP Support Team. You are a customer-focused person with great time management skills and are responsible for the management of multiple email, chat, phone, and administrative deliverable queues. You are self-motivated, friendly and have a passion to support customers in an efficient and effective manner. You will manage the performance and develop Advisors through one-on-ones, check-ins, contact evaluations, and feedback in addition to providing support options, total resolution, and appeasement solutions to Apple customers, partners, and AppleCare Support Specialists. You will be required to work independently, under aggressive time commitments and will be responsible for communicating official positioning on company issues. You will identify and call out emerging product or customer/partner dissatisfaction issues. You will see opportunities for operational improvements and suggests improvement strategies. You will develop and maintain positive customer relations; coordinate with various functions within the ASP support space to ensure customer and partner requests are handled appropriately and in a timely manner. This position has authority to substantially affect the relationship between the company, our partners and customers, either from a financial standpoint, product standpoint, or experience

Education & Experience

Associates degree or higher preferred
2-3 years or more experience in Customer Service/Support environments or equivalent experience

Additional Requirements

  • Successful completion of initial training
  • SAP Knowledge
  • ACMT and ACiT certifications preferred
  • Experience with Radar, Central Station, and Sonar preferred


Posted: 2019-12-28 Expires: 2020-01-26

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CSS ASP Senior Specialist

Apple, Inc.
Austin, TX

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