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Italian - Customer Support (Find My iPhone - Team) in Ireland

Apple

Changing the world is all in a day's work at Apple. If you love innovation, here's your chance to make a career of it. You'll work hard. But the job comes with more than a few perks. Every day, people do amazing things at Apple. What will you do? Heres your opportunity to do meaningful work by providing world class support to developers that have contributed to make Apple an iconic technology company. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. As an Agreement Administration Advisor you will be working in a fast paced, dynamic department. Agreement Administration Advisors are committed to providing support options, enrolment assistance, and resolution to our customers issues with all contractual support options Apple provides. Description: • Assist your peers worldwide within AppleCare by fielding questions about the AppleCare Protection Plan and other related support agreements. • Process contract maintenance requests using CRM and Sonar tools. Contract maintenance includes DOP updates, transfer of coverage/ownership, agreement refund requests, etc. • Field and escalate both written and voice requests for Lost Kits and Enterprise Administration issues. • Process customer contract maintenance requests received via fax or email from regions worldwide. • Collaborate with agents in Apples worldwide contact centers to resolve complex agreement issues via phone and chat. • Document / log support exceptions and issue resolution on a case-by-case basis using CRM tool. • Contact customers via phone or email in order to research and assist with agreement issues. • Provide support for Apple contracts including APP, ASL, APSS, and other Enterprise level agreements. • Work from home with resellers and service providers to ensure total resolution for our customers. • Be responsible for monitoring CRM worklist daily. Key Qualifications: •Be Fluent in English AND Italian •Diploma or Degree qualified •1-2 years of experience in a customer service/support environment, or equivalent experience. •Analytical and detail oriented •Strong communication skills (written and spoken) •Can identify opportunities for process improvement and develop solutions that target root causes •Can relate to and communicate with all types of situations and customers (internal and external)

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