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MacOS Helpline Tier1 Analyst

4 months ago

Elk Grove, United States Protco Full time

Position: MacOS Helpline Tier1 Analyst


End Client: Apple


Location: Elk Grove, CA, United States (On-site)


Type: Full-Time


Overview:


In collaboration with our partner company, working with Wipro, we are on the lookout for a dedicated and proficient MacOS Helpline Tier1 Analyst to support our esteemed end client, Apple. This full-time role is an outstanding opportunity to contribute to the renowned service standards Apple is known for, by providing first-tier technical support to its employees, contractors, and vendors.


Compensation: $87,000 annually. ($42/hr)


Role Responsibilities:


- Deliver timely and accurate technical support via telephone, chat, and email, adhering to the high customer service standards of Apple.

- Conduct thorough impact assessment and troubleshooting, documenting issues, steps, and outcomes effectively.

- Manage support cases from initiation to resolution, ensuring a seamless support experience and appropriate escalations when necessary.

- Meet or surpass KPIs related to Customer Satisfaction Surveys (CSAT), Average Call/Chat Duration (ACD), Quality Assurance Scores, among others.


Essential Qualifications:


- Demonstrated expertise in diagnosing and resolving a wide range of issues within the Mac OS environment.

- Familiarity with built-in macOS tools such as Disk Utility, Activity Monitor, and Terminal for troubleshooting.

- Proficient troubleshooting skills with the capacity to remain calm under pressure.

- Understanding of IP networking basics and capability in network troubleshooting.

- Experience in technical support for Macs, iOS devices, Apple Watch, and Apple TV.

- A team player with superior interpersonal and communication skills.

- Fluent English proficiency with excellent oral and written communication skills.

- Expertise in telephone and email etiquette, with a focus on customer satisfaction.

- Familiarity with IT service management or CRM systems for technical support case tracking.


Preferred Qualifications:


- Pursuing or holding Cisco CCNA certification.


Applicant Requirements:


- Must be a U.S. citizen or Green Card holder.


Equipment Provided:


- MacBook Pro 16” (M series model)

- 27” LG Display (USB-C or HDMI compatibility required)

- iPad (10th gen or newer)

- Apple Wireless Keyboard w/Numeric Keypad

- Choice of Apple Magic Mouse or Apple Wireless Trackpad

- Poly-Blackwire 5220 USB-C Headset

- USB-C to lightning cable for device charging


Application Process:


We invite interested candidates to express their interest by submitting an application here and/or sending an updated resume to info@protco.org, highlighting relevant experiences and qualifications aligned with the role's demands. This is your chance to be part of a dynamic team, working directly with Wipro to support Apple, leveraging your expertise to make a tangible impact.