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GERMAN TECHNICAL SUPPORT AGENT

 

Company:

APPLE OPERATIONS EUROPE
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Job Reference Number

13866021

Client ID:

RI/
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Posted On:

Aug 10 2009

Location:

CORK
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Job Type:

Permanent

Salary:

NEG
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Benefits:
  • SPORTS & SOCIAL CLUB
  • SUBSIDISED CANTEEN
  • STAFF DISCOUNTS
  • SHARE OPTIONS
  • GYM / GYM MEMBERSHIP
  • CAR PARKING
  • VHI
German Technical Support Agent
AppleCare Cork
(Permanent Position)

Overview

You will provide technical support and customer service to consumer customers. You will be required to follow standard diagnostic procedures with an emphasis on handling the most frequently asked questions as quickly and effectively as possible, recognise more complex problems and escalate accordingly.

Responsibilities


  • To provide basic to moderately complex support to Apple customers on Apple products, systems, peripherals and software
  • Logging of calls from customers onto an Apple database and following escalation procedures to resolve problems or issues.
  • To provide and maintain strong, professional relationships with all of Apple’s customers and show empathy for the customers at all times
  • All times, the agent will demonstrate a high level of customer service when helping a customer and if necessary, to escalate “hot” issues to a more experienced agent.
  • To make themselves available to receive calls for a minimum of 80% of their on-line time
  • To provide feedback on a daily basis to the team leader new emerging issues that have been discovered


Skills and Attributes

You should:

  • Be a fluent German speaker as appropriate with fluent English
  • Be a confident and enthusiastic communicator
  • Have strong organisational and administrative skills
  • Be a self-starter who is motivated and innovative
  • Have a high stress tolerance

    Experience and Education

    Experience is not essential but the following would be a distinct advantage:
  • Previous call centre experience
  • An appreciation of the IT environment, preferably with Apple products
  • A high level of computer literacy
  • A knowledge of hardware principles
  • Experience of working in a pressurised environment which is target driven
  • Minimum Leaving Certificate but, a strong “hands-on” background in a similar environment may suffice
Be a fluent German speaker as appropriate with Please forward your CV to Linda Cotter, HR Department – cotter.linda@euro.apple.com as soon as possible.