Job Description

Title: Apple SME/Client Experience Manager

Responsibilities
•Provides Apple SME guidance to America's technical support team.
•Client Experience manager focuses on colleague service experience with support team. Using analytical and subjective data to develop client experience improvement initiatives.
•Working directly with client executive leadership, consults and develops training initiatives and innovation projects.
•Design, develop and conduct new hire onboarding training.
•Strong communications and presentation skill requirement. Must be able to lead both in person and virtual training classes.
•Prepares training materials and videos, develops instructors, leads classroom instructions.
•Assists in investigating and resolving complex installations and maintenance matters of significance.
•Provides on-site field support to customers including installation, and servicing and repairing systems and equipment. Verifies and approves operational quality of system equipment.
•Resolves customer issues in the areas of hardware installation, repair, upgrade, and maintenance.
•Instructs customers in the operation and maintenance of systems/equipment.
•Ensures issues are referred to the appropriate personnel/service areas for follow up, testing and troubleshooting.
•Acts as a liaison with customers on administrative and technical matters for assigned projects.
•Performs analysis and prepares reports on system problem trends and issues.

Basic Qualifications
•5+ years of Apple field support experience
•Ticket and asset management
•Strong hardware/software installation, support, and troubleshooting
•Demonstrated background in Mac OS and iOS support.
•Configuring new PC's/notebooks via imaging, SCCM and standalone
•Remote Install software/hardware and support

Preferred Education and Training
•Associate degree in IT related field (minimum)
•Apple training/certification (preferred but not required)
•Apple Store experience (preferred but not required)

Work Environment
•Office environment
•Walk up kiosk.
•May require weekend work for Critical and High Priority support only.
•Will require shift work/On-call coverage.

About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. US Tech Solutions

Job Tags

Remote job, Work alone, Shift work, Weekend work,

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