Enterprise Support Advisor (German)
AppleCare Cork
Permanent Positions

Overview
As an AppleCare Advisor you would be a Technical Support Expert who respond
to and manage technical requests from high profile customers and strategic accounts.
Primary functions include working with Apple's customers over the phone and
email to assist with complex problem isolation, documentation and resolution, using
judgment within defined practices and procedures.
You will interact with various business units within Apple (most notably
engineering and Apple SE / CE teams), to maximize Customer Satisfaction and enhance
the Customer Experience.

Responsibilities

• Research, investigate and provide high quality responses to technical enquires
• Report to Corporate Support Engineering teams via Bug tracking tools, emerging
issues and/or complex technical issues in order to find resolution and to provide
product technical feedback to Engineering teams.
• Be a resource to provide guidance for complex technical issues and ensure rapid
identification of emerging issues, for professional solutions.
• Assist in product readiness process as appropriate and needed
• Review of technical materials such as submitted articles, training materials, etc.
• Assist in reporting of technical issues and in keeping the manager well informed.
• Maintains an on-going expert knowledge of diverse technologies.
• Flexibility to take on additional roles and responsibilities as they develop
• Use of call management and bug reporting tools.
• Technical training delivery.
Skills and Attributes
• Fluent German and English essential.
• Third major language an advantage.
• Excellent people interaction skills and communication skills, both verbal and
written.

Experience and Education

Experience is not essential but the following would be a distinct advantage:
• A third level technical qualification or equivalent work experience.
• Knowledge of Diagnostic Methodologies and strong ability to isolate and
troubleshoot technical issues.
• Minimum of 2 years experience in a similar environment.
• In-depth knowledge / interest of two or more key technology areas:
o Networking
o Directory services
o File sharing protocols
o Web services
o Fibre Channel technology
o SAN technology
o Video editing and post-production
o Music editing and mixing
o Photo editing, processing, printing and management
If you are interested in applying for this position, please forward your application to
Marine Rommens, Recruiter, Apple

Click here to apply