Senior Tech Support Lead - iOS/macOS & Devices
ABSI
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Job summary
ABSI in the Philippines is seeking an Apple Tech Support Lead to guide a technical support team, resolve advanced Apple product issues, and uphold top-tier customer experiences. The role emphasizes leadership, mentoring, and performance management to sustain high CSAT and NPS scores.
You will mentor staff across iOS/macOS/watchOS/tvOS support, collaborate with product and engineering teams, and drive continuous process improvements while maintaining data confidentiality and service level
Qualifications
- 3+ years in technical support roles, with leadership experience.
- Proven expertise troubleshooting Apple products and services (iOS/macOS/watchOS/tvOS).
- Strong communication to explain complex tech to non-technical users.
- Comfortable with KPI tracking and performance analytics.
- Experience with support tools (Zendesk, ServiceNow, Jira, Freshdesk).
Responsibilities
- Lead and mentor a team of technical support specialists.
- Act as escalation point for complex issues.
- Coach and conduct knowledge-sharing sessions and onboarding.
- Monitor KPIs (response times, FCR, backlog) and provide improvement plans.
- Collaborate with engineering/product teams to address customer pain points.
- Document best practices and maintain knowledge base content.
Skills
Tools
Job description
ABSI in the Philippines is seeking an Apple Tech Support Lead to guide a technical support team, resolve advanced Apple product issues, and uphold top-tier customer experiences. The role emphasizes leadership, mentoring, and performance management to sustain high CSAT and NPS scores.
You will mentor staff across iOS/macOS/watchOS/tvOS support, collaborate with product and engineering teams, and drive continuous process improvements while maintaining data confidentiality and service level
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