My name is Kaleb Motter. I am 19 years-old and currently working for Apple Inc. as a AppleCare Technical Support Adviser for the iOS department.
As an AppleCare Technical Support Advisor, I have to opportunity to assist customers with issues they experience with their iPhones, iPads, and iPods. I use probing skills to identify the root cause of their issues and detailed troubleshooting to help resolve the issues. I use every resource made available to me to help assist the customer. I maintain a good rapport with my customers and provide exceptional support while still remaining valuable to the company. I display courtesy and strong interpersonal skills with all customer interactions. I maintain my composure and patience in the face of difficult customer situations. I research issues on various computer systems and databases to resolve technical issue. When I come across new solutions to issues, I coordinate with my team in order to ensure that everyone is utilizing the latest resolution methods.
Worked as a iOS mail specialist as part of a pilot program. I took escalations from other advisors to assist in setting up and troubleshooting mail accounts on the iOS devices. I was a resource for other advisors to go to if they were unable to find a solution to the issues at hand. I worked with customers that were often upset or frustrated. I utilized empathy and assurance with customers to provide them with excellent support.
At USA Drug, I worked as a pharmacy cashier. I helped customers fill their prescriptions both in person and over the phone. Relied heavily on my customer support skills to help customers that were frustrated. Worked with insurance companies to help get the best service possible for the customer
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