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 CSS Retail Chat Advisor - Austin, Texas, United States

Job information
Posted by: Apple 
Hiring entity type: Retail 
Work authorization: Not Specified for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Customer service & support
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 200189460 / Latpro-3754011 
Date posted: Sep-11-2020
State, Zip: Texas, 78729


CSS Retail Chat Advisor

Austin , Texas , United States

Support and Service


Posted: Sep 10, 2020

Weekly Hours: 40

Role Number: 200189460

Do you have a passion for problem-solving? Do you love helping others by sharing your technical knowledge? Do you have a commitment to excellence for both internal & external customers? Channel Service Support is seeking a retail chat support advisor who can provide our service partners with consistent, seamless, positive Apple experiences throughout the repair life cycle. Channel Service Support (CSS) provides global logistical, technical, system and administrative support to all repair channels including, Apple Retail, Apple Authorized Service Providers (AASPs), AppleCare Contact Center, Distributors, Telco Carriers and Enterprise.

Key Qualifications

  • Ability to work independently or as part of a team and demonstrate leadership qualities
  • Experience in resolving technical issues including hardware & diagnostic issues
  • Ability to manage and analyze escalations with real-time resolution
  • Ability to communicate effectively with internal and external stakeholders of varying levels
  • Ability to maintain composure and focus while troubleshooting and solving technical issues
  • Takes responsibility for tasks and decisions as documented in all processes and procedures
  • Meet and exceed organizational performance goals including partner satisfaction, service
  • level agreements, quality and turn around times
  • Anticipates potential problems and works proactively to provide and implement solutions to
  • a wide range of issues, most with cross-functional aspects
  • Strong organizational skills necessary with ability to multitask and prioritize
  • Ability to see "the bigger picture"
  • Ability to thrive in a multi-cultural and dynamic environment


This role is to provide frontline chat support for Apple retail stores, primarily store personnel whom manage-service repairs. As a support advisor, you will assist with various escalations along the repair life cycle including repair handling and hardware troubleshooting. Successful CSS advisors also identify, document & escalate emerging issues and process gaps.

Education & Experience

BS/BA preferred or equivalent industry experience/certifications

Additional Requirements

  • Technical certifications for Mac & iOS
  • Strong written and verbal communication skills required
  • Ability to learn on the fly via on the the job training
  • Experience with Repair Central, Mobile Genius, Central Station & Sonar preferred Flexibility with your schedule as work hours are based on business needs
  • SAP knowledge is a plus


See job description


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