Technical Customer Support Representative
Our Company:
Apple Industries is a proud third-generation business, carrying forward over 40 years of innovation and dedication to creating unforgettable photo experiences. Our Faceplace line of digital photo booths engage and delight thousands of consumers - each and every day - by celebrating and commemorating the “moment.”
Faceplace photo booths deliver an immersive and interactive experience, using high-resolution cameras, vibrant LED lighting, dynamic backgrounds and other innovative features.
Our award-winning line of Faceplace products includes The Marvel Adventure Lab, The Disney Photo Booth, The Movie Photo Booth, PHOTOMA, MLB, NHL & Nascar PHOTOMAS, and much more!
We also offer an Out of Booth Experience (OOBE) where customers can view and download their photos digitally and share them across social media and/or buy products.
Position Description and Overview:
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, processing customer orders and repairs, and addressing customer satisfaction concerns.
Key Responsibilities:
- 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 Apple 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 Apple Photo Booth Knowledgebase
Minimum Work Experience / Knowledge:
- At least 2+ years of technical and customer service experience (call center customer service experience, technical help desk or deskside support experience)
- 2+ years’ experience with Windows operating systems and applications
- 2+ years’ experience with network troubleshooting
- Experience with one or more scripting languages and XML
- BS/CS or equivalent experience.
- Basic knowledge of database structure, remote access and networking, with the ability to increase this knowledge
- Clear and effective written and verbal English communication skills
- Strong work ethic, time management, organizational and analytical problem-solving skills with the ability to prioritize
- Strong interpersonal skills
- Self-motivated with the ability to meet deadlines