Apple Payments & Wallet Support Advisor

At Apple, we believe that dedication, an inclusive environment, and innovation fuel the ultimate customer experience. We believe that each interaction is an opportunity to listen, build trust, and create a personalized experience for our customers. Creating this customer experience starts with you! You are a problem solver who easily connects with customers. You posses the ability to respond with empathy. You exceed customer expectations with your guidance, knowledge, and passion for technology. You are curious about why things work the way they do and are committed to using a methodical problem-solving approach. You have excellent verbal and written communication skills, as well as the ability to prioritize tasks and manage your time. You can multitask across systems and applications while speaking with the customer with the persistence to understand, investigate, isolate, and resolve various complex technical and non-technical issues. You authentically guide the conversation with people of all skill levels, explaining step-by-step solutions tailored to each individual customer, which helps to strengthen the customer's relationship with Apple. You enjoy overcoming challenging situations, finding resolutions, and providing an incredible customer experience. If this sounds like you, you could be the next AppleCare Payments & Wallet Support Advisor!

Description

At Apple, we believe that our diverse backgrounds, perspectives, and passions help us create the ideas that move all of us forward. As an AppleCare Payments & Wallet Support Advisor you will be providing world-class customer service to Apple's customers through phone, email or chat. Your mastery of the customer experience is critical in supporting many of our popular products, including Apple Wallet, Apple services, operating systems and hardware products. We'll rely on you to use your customer relationship skills, technical expertise, and passion-in combination with our documented processes and procedures-to meet our customers' needs in a way that reminds them that behind our great products are amazing people who care about their experiences. We'll train you to be the best. Inclusion is a shared responsibility, and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard, and inspired to do their best work. We make space to listen, learn, and amplify diverse perspectives and experiences. This position comes with competitive pay, great benefits, eligibility to participate in our company stock plan, time off, an employee discount, and dedicated resources to support your ongoing growth and career development.

Minimum Qualifications

• Minimum of 2 years professional technical troubleshooting expertise and customer service, or contact center sales/support, or training, or equivalent experience
• Passion for customer service and understanding why owning the customer experience is critical
• Ability to read, write, and speak fluently in English
• Maintains a positive attitude and growth mindset by displaying resiliency and expertly navigating difficulties or obstacles
• Ability to connect with customers and respond with empathy while navigating challenging situations
• Able to communicate clearly and effectively with customers while accurately documenting notes
• Aptitude for building problem solving skills with an eagerness to learn and take on new challenges
• Able to quickly search for, consume, and apply information, ensuring a high level of attention to detail and accuracy
• Knowledge of customer services practices and principles
• Able to effectively adjust guidance to the needs of diverse individuals, treating everyone with respect
• Able to self-manage, effectively manage time, multitask, organize, and prioritize while working independently in a fast-paced, constantly changing environment
• Thrives on a team where expertise is shared and feedback is valued
• Embraces continuous learning
• Flexible to work between the hours of 7:00 a.m. and 10:30 p.m. local time, including weekends and holidays, with the possibility to flex up or down in hours depending on business needs
• Successful completion of all trainings, testings, and certifications required for this role

• Experience supporting customers in person or via phone, email, or chat
• Professional technical troubleshooting expertise and customer service, or contact center sales/support, or training, or equivalent experience