Channel Support Advisor - Italian

Summary
Every single day, people do amazing things at Apple. What will you do? At Apple, new ideas have a way of becoming phenomenal products, services and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.

The Channel Support team provides front line support for the Service Providers, iPhone Carriers & Apple Retail Stores who in turn support our end customers and is a lynch-pin for other Apple functions including Planning & Procurement, Logistics, Field Service, Engineering & Finance. This role would see you responding to technical support issues and administrative queries.

Description
The Channel Support Advisor will take escalations from Apple Service Providers, iPhone Carriers and Apple Retail Stores and provide information on a range of issues, both technical and operational. Interaction/Communication with Apple Service Providers, iPhone Carriers and Apple Retail Stores is currently managed primarily via e-mail and chat, however, some outbound calling may be required. Individuals on the team will need to handle queries from start of issue right through to final resolution. This role can cover a 7-day operation, meaning weekends may form part of your shift pattern.

In addition, a Channel Support Advisor is expected to escalate systemic and technical issues, drive internal process improvement initiatives, develop internal documentation, all while adhering to service level agreements for chat and email cases.

Key responsibilities:
- Demonstrates effective, clear and professional written and oral communication.

- Screens and processes all customer issues in a timely fashion.

- Identifies potential problems by monitoring tasks or escalations, or through analysis of reporting.

- Works cross functionally with many other Apple departments to ensure business needs are addressed and customer satisfaction achieved.

- Cross trains, and serves as backup for other members of team.

- Maintains acceptable performance metrics such as customer satisfaction, productivity, first contact resolution, and attendance.

- Takes responsibility for tasks and decisions as documented in all processes and procedures.