Title Apple Certified Mac Technician
Categories Full Time, Retail, Service
Location Graphite West
Summary

Principal Duties

  • Excites customer with knowledge, integrity and commitment to an excellent service experience
  • Performs software, data retrieval and hardware repairs on Apple computers and mobile devices
  • Contributes to the entire service department through the flexibility to jump in where needed and the Knowledge of the procedures of many roles
  • Stays current on technology and procedures
  • Resolves issues requiring SPS or TSPS chats, cs codes, parts ordering and customer outreach for their’s and other’s queues
  • Completes warranty and out of warranty repairs according to Apple and Tekserve standards of excellence
  • Understands Apple Customer Satisfaction and Service Excellence metrics and how repair strategies affect them

Accountabilities

  • Maintains 75% utilization
  • Manages the customer’s experience to ensure they are delighted
  • Completes tasks consistently that contribute positively to Apple metrics
  • Maintains a high degree of quality while successfully completing repairs on or ahead of time
  • Keeps all required certifications current. Pursues voluntary certifications

Accountabilities

  • Apple Certified Macintosh Technician Certification
  • Minimum of one year experience as an Apple computer repair technician in a high-volume repair environment
  • Must be able to work weekends and evenings
  • Excellent customer-facing skills including conflict resolution and outreach
  • Extensive user experience in Apple operating systems
  • Excellent oral and written communication skills
  • Possesses strong analytical abilities and is capable of working methodically towards the completion of all repairs
  • Works well within a team
  • Understands the responsibility we have for protecting our customer’s privacy and property
  • Is able to prioritize and balance competing needs
  • Possesses a sense of urgency and enjoys a fast-paced environment
  • Maintains a positive and flexible outlook
Posting Date Mar 21, 2017
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