tanishasystems
Boston, MA
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Job Description :
Job Description
Job Role: HelpLine Tier 1 Support
Location: Elk Grove, CA (Onsite) - 5 days a week
Key Skills - Mac OS, Mac technician, Apple certs, worked in Apple stores, Apple Certified
Role Summary
Helpline Tier 1 Support team will be the first point of contact for customers seeking assistance with products, services and technical issues. You will be responsible for accurate resolution of customer issues and inquires through effective communication and problem solving skills.
Summarized view of skill:
Strong customer relationship skills with excellent communication abilities, where the candidate have worked with customers/consumers directly.
Mac Troubleshooting skills
ServiceNow experience ( this is the platform these folks will work on)
Comfortable in strong tech writing skills ( Used for ticket resolution update )
Key Qualifications:
Minimum 2 years professional technical troubleshooting expertise or proven technical ability
Experience supporting customers via phone, e-mail, chat, and / or in person
Passion for customer service and ownership of the customer experience, including comprehensive issue resolution
Able to effectively tailor communication and style to differing audiences
Able to self-manage and work independently in a fast-paced, constantly changing environment
Thrives on a team where expertise is shared and feedback is welcome
Effective time management, including ability to multitask, organize and prioritize
Able to research and grasp technical information across multiple tools while talking with customers
iOS, Smartphone, Tablet, PC or Mac experience
Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges
Makes space to listen, learn, and amplify diverse perspectives and experience
Actively seeks out opportunities to champion and celebrate inclusion and diversity
Description:
As a telecom customer, we believe our diverse backgrounds, perspectives, and passions help us create the ideas that move all of us forward.
As a Support Advisor, your voice is critical in supporting many of our popular products, including iPhones, iPads, MacBooks, iMacs, and more.
As our customers first point of contact, you ll be the friendly voice of the Customer, providing world-class customer service, troubleshooting, and technical support.
We ll rely on you to listen to our customers and use your technical expertise, creativity, passion, and our documented troubleshooting flow to meet their needs and remind them that behind our great products are amazing people.
We ll train you to be the best. 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.
We re committed to helping employees explore their potential. 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.
Additional Requirements
Available to attend required training on a fixed schedule that may include weekends.
Flexible to work between the hours of 7: 00 a.m. CST and 10: 30 p.m. CST, including weekends and holidays, with the possibility to flex up or down hours depending upon business needs.
Successful completion of a pre-employment assessment and background check
Successful completion of initial training
Meet all expectations of the role within the first 120 days of employment.
Able to meet minimum typing speed of 40 WPM while talking with customers
Skills:
Written Communication 2-5 years Is Required
Mac OS X 2-5 years Is Required
Time Management 2-5 years Is Required
Communication Skill 2-5 years Is Required
Problem Solving 2-5 years Is Required
iOS2 5 years Is Required
Qualification and Skills:
Apple Certified Support Professional
Cisco CCNA certification
CompTIA A+ certification
Knowledge of ITIL standard methodologies such as the difference between Incident, Problem, and Change
Tanisha Systems, founded in 2002 in Massachusetts-USA, is a leading provider of Custom Application Development and end-to-end IT Services to clients globally. We use a client-centric engagement model that combines local on-site and off-site resources with the cost, global expertise and quality advantages of off-shore operations. We deliver Custom Application Development, Application Modernization, Business Process Outsourcing and Professional IT Services from office locations in USA and India.
About Tanisha Systems, Inc.
Tanisha Systems services clients in Government, Banking & Financial Markets, Insurance, Healthcare, Retail & Consumer Goods, Energy & Utilities, Life Sciences, Telecom, Manufacturing and Transportation Industries around the globe. Our engagement model provides a flexible operational environment that empowers our clients with the right levels of control.
Want to read more about Tanisha Systems? Visit us at
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Client : Tanisha Systems
             

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