Technical support (Macos/IOS)

Key responsibilities

Provide technical support to client employees and contractors via phone, chat and/or email.

Provide high level of customer service and professionalism in accordance with client policies, practices, and expectations

Diagnose and troubleshoot technical issues according to client expectations.

Document issues, troubleshooting steps, and resolutions in ticketing system.

Advocate for the caller. Own the issue and facilitate technical support from the initial contact to resolution.

Escalate unresolved complex issues to appropriate support teams.

Key Qualifications

Excellent customer service skills

Strong troubleshooting and problem resolution skills, with the ability to probe, isolate and diagnose problems without scripted documentation

Excellent English-language oral and written communications skills

Excellent telephone, chat and email etiquette

Excellent time management and multi- tasking skills

Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment

Ability to maintain composure and customer-service focus in stressful situations

Motivation and ability to work as part of a distributed team

Conceptual understanding of IP networking and basic network troubleshooting skills

Conceptual understanding of multi-tiered and web-based information systems architecture

Experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and Apple TV

Experience troubleshooting macOS and iOS operating systems

Experience using an IT service management or CRM system for tracking technical support cases

Experience using a knowledge base system