AppleAppleCare At-Home Advisor
May. 2013 - Aug. 2014Dublin, Ireland• Provided expert technical support and solutions to Apple users, addressing inquiries related to hardware, software, and services. • Developed and maintained a comprehensive understanding of Apple products and services to assist customers effectively. Stayed updated on the latest Apple products, features, and OS updates. • Documented all customer interactions and resolutions in Apple's CRM, ensuring a seamless customer experience and facilitating follow-ups when necessary. • Engaged customers through various channels including voice calls, chat, and email, ensuring all concerns were addressed promptly and effectively. • Worked closely with team members, supervisors, and subject matter experts to address complex technical issues and provide timely resolutions to customers. • Actively contributed feedback to Apple's product and service teams based on customer interactions, helping in product improvements and refining support processes. • Consistently met or exceeded KPIs, including customer satisfaction scores, resolution times, and case volume handling. • Maintained a distraction-free home office environment ensuring high-quality customer interactions and complied with Apple's privacy and security standards