Technical Support Specialist

ABSI; Metro Manila; Remote; PHP 201,000 - 312,000; Full time

Job summary

ABSI is seeking an Apple Technical Support Advisor (L1) to deliver exceptional customer service and first-line technical support for Apple devices and services. You will diagnose basic issues, guide customers through solutions, and escalate when needed, all from a quiet, at-home workspace.

Responsibilities cover phone, chat, or ticket support, account guidance, and accurate documentation in CRM tools. Strong communication and problem-solving skills are essential for success in a fast-paced

Qualifications

• Strong verbal and written communication skills.
• Excellent analytical and active listening skills.
• Ability to diagnose basic issues and explain solutions clearly.

Responsibilities

• Answer incoming calls, chats, or tickets with empathy and clarity.
• Diagnose basic hardware, software, network, and account issues for Apple devices.
• Guide users with Apple ID recovery, iCloud storage management, and billing queries.
• Accurate logging and documentation of interactions and resolutions in CRM tools.
• Escalate complex issues to Tier 2/Senior Technical Advisors per guidelines.
• Educate users on device setup, feature usage, security best practices, and software updates.

Skills

Verbal communication

Written communication

Analytical thinking

Active listening

Education

High School Diploma or equivalent

Tools

CRM tools

Job description

As an Apple Technical Support Advisor (L1), you deliver exceptional customer service and technical support across Apple's ecosystem - including iOS, iPadOS, macOS, watchOS, iCloud, Apple ID, and subscriptions. You are responsible for diagnosing first-tier technical issues, walking customers through step-by-step solutions, and escalating complex inquiries to Level 2 support when necessary.

Key Responsibilities

• Customer Support: Answer incoming phone calls, chats, or tickets with empathy, patience, and clear communication.
• First-Line Troubleshooting: Diagnose basic hardware, software, network connectivity, and account issues for Apple devices (iPhone, Mac, iPad, Apple Watch, Apple TV).
• Account & Billing Guidance: Assist users with Apple ID recovery, two-factor authentication, iCloud storage management, and basic App Store/subscription billing queries.
• Documentation: Accurate logging and documentation of customer interactions, issue details, and resolutions in Apple's CRM tools.
• Escalation Management: Follow established guidelines to recognize complex or unresolved issues and elevate them efficiently to Tier 2/Senior Technical Advisors.
• User Education: Guide customers on device setup, feature usage, security best practices, and software updates.

Qualifications & Key Requirements

Education & Experience

High School Diploma or equivalent required; background in customer service or tech support preferred.

Technical Knowledge

Familiarity with Apple operating systems (macOS, iOS) and general network troubleshooting (Wi-Fi, Bluetooth).

Communication

Strong verbal and written communication skills; ability to explain technical concepts in plain language.

Problem Solving

Excellent analytical and active listening skills to diagnose issues efficiently.

Quiet workspace with high-speed internet (for At-Home Advisor remote positions).