Senior Advisor - Apple SME/Client Experience Manager at Glow Networks Dallas, TX
Senior Advisor - Apple SME/Client Experience Manager job at Glow Networks. Dallas, TX. Job Description Job Description Senior Advisor – Apple SME/Client Experience Manager 66 Hudson Boulevard, New York, NY 10001 Must be US citizen or Green card Holder Responsibilities • Provides Apple SME guidance to America’s technical support team. • Client Experience manager focuses on colleague service experience with support team. Using analytical and subjective data to develop client experience improvement initiatives. • Working directly with client executive leadership, consults and develops training initiatives and innovation projects. • Design, develop and conduct new hire onboarding training. • Strong communications and presentation skill requirement. Must be able to lead both in person and virtual training classes. • Prepares training materials and videos, develops instructors, leads classroom instructions. • Assists in investigating and resolving complex installations and maintenance matters of significance. • Provides on-site field support to customers including installation, and servicing and repairing systems and equipment. Verifies and approves operational quality of system equipment. • Resolves customer issues in the areas of hardware installation, repair, upgrade, and maintenance. • Instructs customers in the operation and maintenance of systems/equipment. • Ensures issues are referred to the appropriate personnel/service areas for follow up, testing and troubleshooting. • Acts as a liaison with customers on administrative and technical matters for assigned projects. • Performs analysis and prepares reports on system problem trends and issues. Basic Qualifications • 5+ years of Apple field support experience • Ticket and asset management • Strong hardware/software installation, support, and troubleshooting • Demonstrated background in Mac OS and iOS support. • Configuring new PC’s/notebooks via imaging, SCCM and standalone • Remote Install software/hardware and support Preferred Education and Training • Associate degree in IT related field (minimum) • Apple training/certification (preferred but not required) • Apple Store experience (preferred but not required) Work Environment • Office environment • Walk up kiosk. • May require weekend work for Critical and High Priority support only. • Will require shift work/On-call coverage. Apply tot his job