苹果（中国）招聘AppleCare Technical Support Tier1 Advisor

Provide remote first level technical support to Apple Customers.
Promote Apple hardware, software and service offerings.
MAIN RESPONSIBILITIES
• Provide first level technical support to Apple Customers; create solutions to
technical/application client problems and queries
• Manage escalated issues, resolving where possible and routing to
appropriate resource group as appropriate
• Register customer information into Apple database/s; perform data entry
relating to all support activities
• Promote and process sales for Apple hardware, software and service
offerings
• Keep management aware of potential areas for product, service and
education sales
• General administration and phone support duties as required
• Ensure adequate support coverage by working evenings and weekends on a
rotating shift basis

EDUCATION
Diploma/Degree in IT or equivalent
EXPERIENCE AND SKILLS
Strong customer service and communication skills; prior experience
successfully supporting a broad range of customers.
Strong troubleshooting skills.
Technical proficiency, and ability to provide clear technical direction and
solutions to customers with varying levels of technical awareness.
Previous call centre experience will be preferred
Require to have fluent Mandarin with ability to speak, listen,read & write .
Fluent in English with ability to read & write is highly preferred.
*Fresh graduates from polytechnics and universities are welcome to apply*

职位概述
远程向苹果客户提供第一级技术支持
提高苹果硬件、软件和服务

主要职责
•向苹果顾客提供第一级技术支持;创建解决方案到 技术/应用程序客户端类问题
和其他查询需求
•管理升级问题,尽可能解决或者转接至适当的资源组
•注册客户信息到苹果数据库/进行数据输入有关所有支持的活动
•促进和处理销售苹果硬件、软件和服务
•使管理部门意识到潜在领域,产品,服务和教育的销售机会
•完成一般性管理和电话支持工作
•确保适应轮班制工作表，工作时间包括晚上和周末

教育
IT 相关类大学本科/专科学位或同等学历
经验和技能
较强的客户服务和沟通能力;有支持广泛客户的成功经验
较强的故障排除技能
技术熟练,能够提供清晰的技术方向,解答顺应客户水平提供不同级别的解决方案
具备呼叫中心经验者优先
要求具备良好的普通话听， 说，读， 写能力。英文流利者优先考虑
*应届大学本科/专科院校毕业生欢迎申请*