Technical Consultant - Abuja

Job Overview:

Our Client is a leading Gadgets leader globally, providing products, technical support, repairs, product assistance, and related customer solutions.

• Deliver the best possible service by exceeding customer expectations.
  
• Build ongoing customer relationships.
  
• Compile quotations and ensure timely customer follow-up.
  
• Follow up with the repair center and make service calls weekly as well as communicating repair status to the customer.
  
• Handle all OBF as per SOP.
  

• Assist walk in and booked customers with first line technical support and third party product connections, warranty repairs processing, data transfers and back ups.
  
• Record required detail onto the internal booking system and job card.
  
• Conduct technical product coaching when required.
  
• Escalate problems / issues that cannot be solved to the correct next level support employee.
  
• Process repair stock, with weekly reporting and documented escalations as per SOP.
  
• Work thru the collections report twice a week (Monday & Wednesday) to ensure all units waiting for collection are accounted for.
  
• Capture data accurately on System making sure all data is up to date in real time and status and information is entered immediately.
  
• Follow up with the repair center and make service calls weekly.
  
• Sign for all units received back from the Service center, immediately update on the system and place in a secure, dedicated “Collections” area.
  

• Propose total solutions.
  
• Convert walk in customers to purchasers.
  
• Keep ahead of the curve with regards to all product information.
  
• Conduct product training when required.
  
• Maintain certified as a technical support consultant.
  

• Keep up to date with all product knowledge changes.
  
• Attend VILT and NPI training as per adhoc schedule.
  
• Required to maintain Apple “expert” level.
  
• ACE Training, SEED and LMS trainings are essential.
  

• Perform stock takes when required.
  
• Maintain technical assets.
  
• Adhere to all company's policies and procedures to minimize risk.
  

• Advise all customers of the options available for device financing.
  
• Complete the procedure for applications and fulfillment of application in line with SOP’s.
  
• Advise every customer of the options to Trade in existing product.
  
• Process insurance claims in line with SOP’s.
  

• Complete all relevant paper work related to technical repairs.
  
• Adhere to all admin policies and processes related to the organization.
  
• Maintain housekeeping standards as per SOP.
  
• Maintain and adhere to all APR branding standards and the organization's merchandising standards.
  
• Maintain the technical floor area at required standards as per SOP.
  
• Keep up-to date with all product knowledge and training.
  

• Minimum of Bachelor's degree or equivalent qualification.
  
• 2–3 years of relevant experience in technical support, retail sales, customer service, or a similar customer-facing technical environment.
  
• Proven track record in sales within a highly customer-service-oriented environment.
  
• Strong technical troubleshooting and problem-solving skills.
  
• Experience providing first-line technical support and resolving customer technical issues.
  
• Good knowledge of computers, software, internet connectivity, data transfers and backups.
  
• Strong customer service and relationship-management skills.
  
• Good communication and interpersonal skills.
  

• Passion for Apple and technology
  
• Customer Focus
  
• Passion
  
• Getting things Done
  
• Teamwork
  
• Embracing differences
  
• Integrity
  
• Business awareness
  
• Negotiation
  
• Communication
  
• Persuasiveness
  
• Entrepreneurship & Innovation
  
• Flexibility