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Mac Helpline Support
You will serve as the primary technical contact for customers requiring assistance with Apple products and services, managing support across phone, email, and chat channels.
Responsibilities
- Resolve customer technical issues and inquiries through effective problem-solving and clear communication.
- Troubleshoot hardware and software issues across Mac OS, iOS, smartphones, and tablets.
- Document ticket resolutions using clear and accurate technical writing in ServiceNow.
- Research technical information across multiple tools while actively engaging with customers.
- Self-manage and prioritize tasks in a changing environment while working flexible schedules including weekends and holidays.
Required Skills
- 2-5 years of experience with Mac OS X.
- 2-5 years of experience in written communication.
- 2-5 years of experience in time management.
- Proficiency with ServiceNow for ticket management.
- Technical troubleshooting experience with Mac OS, iOS, smartphones, and tablets.
- Minimum typing speed of 40 WPM.
- Ability to work a flexible schedule between 7:00 a.m. CST and 10:30 p.m. CST.
Preferred Skills
- Experience with Jamf or Mac technician workflows.
- Apple certifications or experience working in Apple stores.