Job Description

Job Overview: Our Client is a leading Gadgets leader globally, providing products, technical support, repairs, product assistance, and related customer solutions. They are seeking to hire a Technical Consultant to provide customer technical support by troubleshooting and resolving technical issues, including configuring internet connections and software issues. The role also involves providing training and assistance to the organization's clients, as well as exceptional and professional quality support service. Key Responsibilities: 1. Customer Service Deliver the best possible service by exceeding customer expectations. Build ongoing customer relationships. Compile quotations and ensure timely customer follow-up. Follow up with the repair center and make service calls weekly as well as communicating repair status to the customer. Handle all OBF as per SOP. 2. Technical Support Assist walk in and booked customers with first line technical support and third party product connections, warranty repairs processing, data transfers and back ups. Record required detail onto the internal booking system and job card. Conduct technical product coaching when required. Escalate problems / issues that cannot be solved to the correct next level support employee. Process repair stock, with weekly reporting and documented escalations as per SOP. Work thru the collections report twice a week (Monday & Wednesday) to ensure all units waiting for collection are accounted for. Capture data accurately on System making sure all data is up to date in real time and status and information is entered immediately. Follow up with the repair center and make service calls weekly. Sign for all units received back from the Service center, immediately update on the system and place in a secure, dedicated “Collections” area. 3. Sales Targets Propose total solutions. Convert walk in customers to purchasers. Keep ahead of the curve with regards to all product information. Conduct product training when required. Maintain certified as a technical support consultant. 4. Product Knowledge and Trainings Keep up to date with all product knowledge changes. Attend VILT and NPI training as per adhoc schedule. Required to maintain Apple “expert” level. ACE Training, SEED and LMS trainings are essential. 5. Stock Management Perform stock takes when required. Maintain technical assets. Adhere to all company's policies and procedures to minimize risk. 6. Affordability - Device Finance, Insurance, Trade-in, Screen & Battery Replacement Advise all customers of the options available for device financing. Complete the procedure for applications and fulfillment of application in line with SOP’s. Advise every customer of the options to Trade in existing product. Process insurance claims in line with SOP’s. 7. Operations & Trainings Complete all relevant paper work related to technical repairs. Adhere to all admin policies and processes related to the organization. Maintain housekeeping standards as per SOP. Maintain and adhere to all APR branding standards and the organization's merchandising standards. Maintain the technical floor area at required standards as per SOP. Keep up-to date with all product knowledge and training. Job Requirements: Minimum of Bachelor's degree or equivalent qualification. 2–3 years of relevant experience in technical support, retail sales, customer service, or a similar customer-facing technical environment. Proven track record in sales within a highly customer-service-oriented environment. Strong technical troubleshooting and problem-solving skills. Experience providing first-line technical support and resolving customer technical issues. Good knowledge of computers, software, internet connectivity, data transfers and backups. Strong customer service and relationship-management skills. Good communication and interpersonal skills. Key Competencies Passion for Apple and technology Customer Focus Passion Getting things Done Teamwork Embracing differences Integrity Business awareness Negotiation Communication Persuasiveness Entrepreneurship & Innovation Flexibility