Help Desk Representative
1 week ago
Gait Apple Premium Reseller is looking for a dedicated and knowledgeable Help Desk Specialist to join our team. As an Apple Premium Reseller, we provide exceptional service to our customers, offering a wide range of Apple products and accessories. The Help Desk Specialist will play a crucial role in providing technical support and assistance to our customers, ensuring their Apple devices and software function smoothly. This position requires a passion for Apple products, excellent communication skills, and the ability to troubleshoot and resolve technical issues efficiently.
Responsibilities- Provide support for all IOS devices, professionally engaging customers.
- Connect customers with technicians, understand their requirements, and share repair guidelines and policies.
- Guide customers to optimal solutions, create job cards, and deliver devices.
- Answer service center calls, diagnose devices, estimate repairs, and troubleshoot software issues.
- Discover and address customer needs, providing technical support and accurate information.
- Serve as the first point of contact for technical assistance, escalating unresolved issues as needed.
- Follow up with customers, ensuring prompt, courteous, and effective service.
- Prioritize services, communicate completion times and expenses, and document issues accurately.
- Translate customer-reported problems into actionable work orders for technicians.
- Ensure services meet quality standards, invoice customers, and resolve complaints.
- Maintain customer records, respond to support queries, and diagnose software and hardware issues.
- Inform customers of service changes and device readiness, consult technicians on repairs, and offer cost-saving alternatives.
- Greet and direct customers to technicians as needed.
High school diploma or equivalent.
Communication Skills:Good verbal and written communication skills in the local language. Basic proficiency in English or other languages may be beneficial.
Basic Computer Skills:Familiarity with using computers for order processing, email, and basic software applications.
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