Technical Customer Support Representative

The Technical Customer Support Representative interacts with customers to provide and process information in response to inquiries, concerns, and requests about Apple products. Specifically, the Technical Customer Support Representative partners with internal and external stakeholders to provide high quality, effective, and timely customer support, including troubleshooting photo booth issues, providing end user training, and addressing customer satisfaction concerns., · Answers incoming calls and emails from customers experiencing technical issues and documents all pertinent end user information.

· Performs root-cause analysis on technical issues and provides quality troubleshooting with patient step-by-step instructions to resolve problems.

· Remotely connects and disconnects from photo booths.

· Tracks replacement parts and orders

· Tracks projects and tickets in issue tracking system.

· Meets productivity and volume of work targets.

· Maintains functional knowledge of all APB products, including functions of the photo booths, photo booth parts, and common photo booth technical issues.

· Installs new systems and performs upgrades, both remotely over the phone and on site

· Transfers files and updates content.

· Provides complete and timely feedback for all work, including but not limited to call logs, checklists, client correspondence, and escalation of any issue.

· Responsible for following up with existing customers regarding installations, service calls, testing systems and special problems to ensure promises and expectations are met.

· Collaborates with the customer support team, the Technical Customer Support Manager, and other departments to make recommendations for corrective actions.

· Collaborates with management to investigate suspected problems the photo booths may be encountering that would cause loss of revenue at locations.

· Provides one-on-one end-user photo booth training, as needed.

· Assists supervisors in monitoring and supporting the photo booth networks.

· Maintains the APB knowledge base

Do you have experience in Root cause analysis?, * technical and customer service : 2 years (preferred)