AppleCare Technical Support Tier1 Advisor職位描述：
POSITION OVERVIEW

Provide remote first level technical support to Apple Customers.
Promote Apple hardware, software and service offerings.
MAIN RESPONSIBILITIES
• Provide first level technical support to Apple Customers; create solutions to
technical/application client problems and queries
• Manage escalated issues, resolving where possible and routing to
appropriate resource group as appropriate
• Register customer information into Apple database/s; perform data entry
relating to all support activities
• Promote and process sales for Apple hardware, software and service
offerings
• Keep management aware of potential areas for product, service and
education sales
• General administration and phone support duties as required
• Ensure adequate support coverage by working evenings and weekends on a
rotating shift basis

EDUCATION
Diploma/Degree in IT or equivalent
EXPERIENCE AND SKILLS
Strong customer service and communication skills; prior experience
successfully supporting a broad range of customers.
Strong troubleshooting skills.
Technical proficiency, and ability to provide clear technical direction and
solutions to customers with varying levels of technical awareness.
Previous call centre experience will be preferred
Require to have fluent Mandarin with ability to speak, listen,read & write .
Fluent in English with ability to read & write is highly preferred.
*Fresh graduates from polytechnics and universities are welcome to apply*

職位概述
遠(yuǎn)程向蘋(píng)果客戶(hù)提供第一級(jí)技術(shù)支持
提高蘋(píng)果硬件、軟件和服務(wù)

主要職責(zé)
•向蘋(píng)果顧客提供第一級(jí)技術(shù)支持;創(chuàng)建解決方案到 技術(shù)/應(yīng)用程序客戶(hù)端類(lèi)問(wèn)題
和其他查詢(xún)需求
•管理升級(jí)問(wèn)題,盡可能解決或者轉(zhuǎn)接至適當(dāng)?shù)馁Y源組
•注冊(cè)客戶(hù)信息到蘋(píng)果數(shù)據(jù)庫(kù)/進(jìn)行數(shù)據(jù)輸入有關(guān)所有支持的活動(dòng)
•促進(jìn)和處理銷(xiāo)售蘋(píng)果硬件、軟件和服務(wù)
•使管理部門(mén)意識(shí)到潛在領(lǐng)域,產(chǎn)品,服務(wù)和教育的銷(xiāo)售機(jī)會(huì)
•完成一般性管理和電話(huà)支持工作
•確保適應(yīng)輪班制工作表，工作時(shí)間包括晚上和周末

教育
IT 相關(guān)類(lèi)大學(xué)本科/專(zhuān)科學(xué)位或同等學(xué)歷
經(jīng)驗(yàn)和技能
較強(qiáng)的客戶(hù)服務(wù)和溝通能力;有支持廣泛客戶(hù)的成功經(jīng)驗(yàn)
較強(qiáng)的故障排除技能
技術(shù)熟練,能夠提供清晰的技術(shù)方向,解答順應(yīng)客戶(hù)水平提供不同級(jí)別的解決方案
具備呼叫中心經(jīng)驗(yàn)者優(yōu)先
要求具備良好的普通話(huà)聽(tīng)， 說(shuō)，讀， 寫(xiě)能力。英文流利者優(yōu)先考慮
*應(yīng)屆大學(xué)本科/專(zhuān)科院校畢業(yè)生歡迎申請(qǐng)*