Excellent customer service skills
· Strong troubleshooting and problem resolution skills with the ability to probe, isolate, and diagnose problems without scripted documentation
· Excellent English-language oral and written communication skills
· Excellent time management and multi-tasking skills
· Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment
· Ability to maintain composure and customer-service focus in stressful situations
· Motivation and ability to work as part of a distributed team
· Conceptual understanding of IP networking and basic network troubleshooting skills
· Conceptual understanding of multi-tiered and web-based information systems architecture
· Experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and Apple TV
· Experience troubleshooting macOS and iOS operating systems
· Experience using an IT service management or CRM system for tracking technical support cases
· Experience using a knowledge base system
Certifications(Must):
• Apple Certified Macintosh Technician (ACMT)
• Apple Certified iOS Technician (ACiT)