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Job Summary

As an Agreement Administration Advisor you will be working in a fast paced, dynamic environment. The Agreement Administration Support Advisor is responsible for answering questions and providing prompt, reliable and accurate assistance to Apple customers and partners regarding contractual support agreements. Candidates should be able to navigate a variety of support tools while maintaining effective communication and ensuring the highest level of quality in every interaction. This is a work from home position and we can consider candidates from cities across the US-you do not need to live in the city this is posted in to be considered.

Key Qualifications

Minimum of 2 years of customer support experience.

Requires strong organizational and multitasking skills.

Requires strong written and verbal communication skills

Familiarity with Mac OS X.

Must demonstrate strong typing skills, 40-50 wpm

Requires ability and willingness to work non-standard business hours including evenings, weekends, and holidays

At Home Qualifications

A quiet workspace, ergonomic chair, and desk

High-speed Internet service (5 megabits download and 1 megabit upload) from a reliable provider

Description

•Serve as a point of contact for Apple, Apple’s customers and our partners by answering questions and providing assistance in resolving contract issues for customers. •Process contract maintenance requests received via internet chat using a variety of internal tools from regions worldwide. •Handles requests to speak to management regarding exception requests or customer satisfaction issues. •Provide support for Apple contracts including Enterprise level agreements. •Process and manage day to day chat business efficiently and ensure service levels are met and key performance indicators are met. •Ability to make sound decisions by identifying issues which require escalation, report issues and problems by following the appropriate escalation channels.

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