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Mac Helpline Support

You will serve as the primary technical contact for customers requiring assistance with Apple products and services, managing support across phone, email, and chat channels.

Responsibilities

  • Resolve customer technical issues and inquiries through effective problem-solving and clear communication.
  • Troubleshoot hardware and software issues across Mac OS, iOS, smartphones, and tablets.
  • Document ticket resolutions using clear and accurate technical writing in ServiceNow.
  • Research technical information across multiple tools while actively engaging with customers.
  • Self-manage and prioritize tasks in a changing environment while working flexible schedules including weekends and holidays.

Required Skills

  • 2-5 years of experience with Mac OS X.
  • 2-5 years of experience in written communication.
  • 2-5 years of experience in time management.
  • Proficiency with ServiceNow for ticket management.
  • Technical troubleshooting experience with Mac OS, iOS, smartphones, and tablets.
  • Minimum typing speed of 40 WPM.
  • Ability to work a flexible schedule between 7:00 a.m. CST and 10:30 p.m. CST.

Preferred Skills

  • Experience with Jamf or Mac technician workflows.
  • Apple certifications or experience working in Apple stores.
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