Apple Support Specialist

United States·Mc LeanRemotemid

SalesSales Operations Specialist

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Quick Summary

Key Responsibilities

A+, Network +, Security + Job Performance Metrics Billable utilization of 75% or higher CSAT score of 98% or higher. Complete and accurate case notes Benefits and Perks Medical,

Technical Tools

SalesSales Operations Specialist

This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. Candidates with proximity to one of our Centers of Excellence are preferred (Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS).

Responsibilities

~1 min read

→Work to complete reactive and/or proactive support cases, providing exceptional support and consultation to clients via phone, email, and chat support tickets.
→Contact clients and vendors on behalf of Ntiva or our clients.
→Articulate and share technical findings with management and clients in clear, concise, and understandable terms.
→Respond to escalations from clients and technicians.
→Work with team to ensure appropriate escalation and efficient resolution of issues.
→Provide streamlined communication to management regarding escalated issues.
→Facilitate a consistent customer experience by clearly documenting all troubleshooting steps and relevant interaction.
→Ensure compliance with company best practices and procedures as well as legal and regulatory standards.
→Creation/review of internal documentation, knowledge base articles, and new tools/utilities
→Maintain proficiency in key technology areas through intentional, ongoing learning.
→Work flexible hours as business needs dictate.
→Participate in regular team meetings.
→Keep management apprised of any issues related to the department.
- →Workstation hardware support
- →MacOS and iOS operating systems
- →Mobile Device Management (Addigy, preferred)
- →Microsoft Office 365 applications and online services
- →Other third-party applications and peripheral

2+ years of Apple support experience
1+ years of Help Desk experience
This role involves extended periods of sitting or standing and regular use of computers and office equipment
Apple Certified Support Professional (ACSP)
Strong problem-solving capabilities
Strong organizational and time-management skills, managing multiple cases of varying difficulty from multiple clients.
Strong attention to detail and accuracy
Strong communication skills
Understand the business impact of technical problems and solutions.
Capability to manage and troubleshoot issues arising from the integration of Microsoft and Apple ecosystems, ensuring seamless operation and user experience.

Ability to communicate professionally, in English, both written and orally
Ability to write business correspondence and process procedures
Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Nice to Have

~1 min read

Bachelor’s Degree in IT/MIS
Experience working for a Managed Services Provider
Apple retail experience
Familiarity with network devices such as firewalls and switches.
Any of the following certifications: A+, Network +, Security +

Billable utilization of 75% or higher
CSAT score of 98% or higher.
Complete and accurate case notes

What We Offer

~3 min read

✓Medical, Dental and Vision coverage for employee and family

✓401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)

✓Group Term Life and Accidental Death and Dismemberment coverage (company provided)

✓Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)

✓Health Savings Account (HSA) Options / PPO Options

✓Employee Assistance Program

✓Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays

✓Education Reimbursement Program

✓Generous Employee Referral Program - cash bonus for successful referrals!

✓Dynamic Recognition and Rewards

✓Clear Promotion and Advancement Tracks

✓Work with Industry-Leading Talent

Location & Eligibility

Where is the job

Mc Lean, United States

Remote within one country

Who can apply

About this job

Pay per year: $52,000–$65,000 a year; In line with the $58,240 median for Sales Operations Specialist jobs on Jobera (89 salaries).
Who can apply: United States
Posted: Today
Employer: has 16 open jobs on Jobera.