Senior Advisor - Apple SME/Client Experience Manager

Senior Advisor – Apple SME/Client Experience Manager
66 Hudson Boulevard, New York, NY 10001

Must be US citizen or Green card Holder

Responsibilities

• Provides Apple SME guidance to America’s technical support team.
• Client Experience manager focuses on colleague service experience with support team. Using analytical and subjective data to develop client experience improvement initiatives.
• Working directly with client executive leadership, consults and develops training initiatives and innovation projects.
• Design, develop and conduct new hire onboarding training.
• Strong communications and presentation skill requirement. Must be able to lead both in person and virtual training classes.
• Prepares training materials and videos, develops instructors, leads classroom instructions.
• Assists in investigating and resolving complex installations and maintenance matters of significance.
• Provides on-site field support to customers including installation, and servicing and repairing systems and equipment. Verifies and approves operational quality of system equipment.
• Resolves customer issues in the areas of hardware installation, repair, upgrade, and maintenance.
• Instructs customers in the operation and maintenance of systems/equipment.
• Ensures issues are referred to the appropriate personnel/service areas for follow up, testing and troubleshooting.
• Acts as a liaison with customers on administrative and technical matters for assigned projects.
• Performs analysis and prepares reports on system problem trends and issues.

Basic Qualifications

• 5+ years of Apple field support experience
• Ticket and asset management
• Strong hardware/software installation, support, and troubleshooting
• Demonstrated background in Mac OS and iOS support.
• Configuring new PC’s/notebooks via imaging, SCCM and standalone
• Remote Install software/hardware and support

Preferred Education and Training

• Associate degree in IT related field (minimum)
• Apple training/certification (preferred but not required)
• Apple Store experience (preferred but not required)

Work Environment

• Office environment
• Walk up kiosk.
• May require weekend work for Critical and High Priority support only.
• Will require shift work/On-call coverage.