Apple SME/Client Experience Manager

2 days ago


New York, New York, United States US Tech Solutions Full time
Job Title: Apple SME/Client Experience Manager

About the Role:

We are seeking a highly skilled Apple SME/Client Experience Manager to join our team at US Tech Solutions. As a key member of our team, you will be responsible for providing expert guidance to our technical support team and driving client experience initiatives.

Key Responsibilities:

  • Provide Apple SME guidance to our technical support team
  • Develop and implement client experience improvement initiatives
  • Consult with client executive leadership to develop training initiatives and innovation projects
  • Design, develop, and conduct new hire onboarding training
  • Lead both in-person and virtual training classes
  • Prepare training materials and videos, develop instructors, and lead classroom instructions
  • Assist in investigating and resolving complex installations and maintenance matters
  • Provide on-site field support to customers, including installation, servicing, and repairing systems and equipment
  • Resolve customer issues related to hardware installation, repair, upgrade, and maintenance
  • Ensure issues are referred to the appropriate personnel/service areas for follow-up, testing, and troubleshooting
  • Act as a liaison with customers on administrative and technical matters for assigned projects
  • Perform analysis and prepare reports on system problem trends and issues

Requirements:

  • 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 PCs/notebooks via imaging, SCCM, and standalone
  • Remote install software/hardware and support

Preferred Qualifications:

  • Associate degree in IT-related field (minimum)
  • Apple training/certification (preferred but not required)
  • Apple Store experience (preferred but not required)

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To learn more about US Tech Solutions, please visit www.ustechsolutions.com.

Equal Opportunity Employer:

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.



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