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Apple Apple Support Communities Senior Moderator in Austin, Texas

Apple Support Communities Senior Moderator

Austin,Texas,United States

Support and Service

  • Working knowledge of Apple’s operating systems and Apple hardware

  • Must be a customer focused person who is self motivated, friendly and has a passion for online communities and social media

  • Excellent customer interaction skills

  • Excellent written communication

  • Excellent communication and interpersonal skills

  • Efficient, self-directed and detail-oriented work habits

  • Familiarity with basic web technologies a plus

Description

• Removes, edits and relocates posts that are against the Apple Support Communities terms of use • Resolves escalations from the Moderation team • Focuses on improving the quality of moderation • Corresponds with customers who require redirection • Works with the Community Manager to devise and implement strategies to improve the customer experience for users of Apple Support Communities • Works to correct behavior of disruptive community members • Posts within the community, engaging with the community to encourage community member interaction • Works with Community Manager to devise and implement strategies to improve level of participation on Apple’s discussion forums • Resolves global community member account challenges • Reports key community details to our partners • Manage our relationship with Up and Comer community members

Education & Experience

Normally requires BS degree plus 1-3 years experience in a customer service/support environment or equivalent experience.

Additional Requirements

  • Requires excellent communication skills, both written and verbal. Must be able to relate and communicate to all types of customers, stakeholders and situations. Requires excellent organizational skills as well a strong technical aptitude. Position will require working weekends and non-standard hours.

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