Senior Technical Support Advisor
Transcom Worldwide
07.2020 - 05.2023
- Handled high volume of inbound calls and emails daily, educating customers on the differences and similarities of Apple products from tech specs, compatibility and feature; Documented all customer interactions and complaints into Apple’s CORE system and authorized appeasements when necessary
- Implemented Apple’s troubleshooting strategies, utilizing internal knowledge base, user guides and diagnostic tools; reduced customer support issues by 40% and increased customer satisfaction by 20%
- Submitted complex technical issues to Site Support Engineering (SSE) through RTAs, facilitating in-depth research and analysis to resolve critical customer issues
- Scheduled and honored follow-up commitments, effectively relaying additional information and updates to customers, ensuring a seamless and satisfactory resolution process
- Mentored iOS T1 trainees during their nesting period, providing real-time feedback on best practices and areas of improvement; accelerated skill development and improved trainee performance by 40% within the first month
- Continued learning of new products and features with self-guided training modules in AppleLearn, passing all required assessments for iOS T1, MAC T1 and iOS T2 with a score of 80% or higher.