Experience
Apple
Willow Grove, PA
September 2019-Present
Tier 1 iOS Technical Support
- Interact with customer in response to inquiries, concern, and request about products and services
- Diagnose and resolve technical issues involving internet connectivity, mobile applications, and more using available resources such as an article database system
- Solving problems over the phone using proper client verbiage and positive positioning
- Ability to adjust to constantly changing technology, processes, and team structure
Technical Specialist
- Address customer concerns and questions to provide them with relevant solutions
- Perform software troubleshooting and diagnosis on Apple software and hardware repairs on all devices
- Consult customers on Apple products suitability knowledge they require to assist them when choosing the correct Apple products
- Working with a team with up to 15 or more people in a fast-paced environment
Best Buy
North Wales, PA
October 2015-September 2019
Connected Devices Specialist
- Diagnosed computers and phones to resolve complications related to hardware and software
- Resolved customer issues over the phone by answering technical questions
- Ensured outstanding customer experience by addressing concerns, demonstrating empathy, and resolving problems on the spot