Senior Advisor – Apple SME/Client Experience Manager
66 Hudson Boulevard, New York, NY 10001

Must be US citizen or Green card Holder

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

Preferred Education and Training

Work Environment

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