Kristen Vockel
Applecare Level 4 Support Advisor @Apple
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WORK HISTORY
Applecare Level 4 Support Advisor @Apple
Austin, TX, US
Scored 91% on the Advisor Progression Exam from Level 3 to Level 4 at the end of Q2 of Fiscal Year 2026.• Complete all ongoing AppleCare training modules with 80% proficiency or above, including legal and regulatory training for North America, Australia, New Zealand, and Europe.• Skillfully troubleshoot technical issues and appropriately handle safety concerns for almost all Apple hardware for the above markets.• Adeptly address technical and billing issues with most Apple-owned apps, services, and subscriptions, as well as billing issues for third-party apps billed through Apple.• Educate customers on software and hardware features, service agreements, and repair/service options for iPhones, iPods, iPads, Apple Watches, Mac computers, Apple TVs, and audio accessories.• Help customers review Apple Account information, including subscriptions, one-time purchases, and payment methods, assisting with unrecognized and/or disputed charges when necessary.• Provide feedback on educational materials and internal resources for AppleCare Advisors, as well as other Advisors\' performance.• Educate Advisors on best practices for troubleshooting and adhering to Apple policies during incoming consultations.• Take ownership of complex issues within my scope of support or when a customer\'s support experience hasn\'t met Apple\'s standards, escalating to Site Support Engineering through Request for Technical Assistance tickets when necessary.
EDUCATION
Questrom School of Business, Boston University
MicroMasters through BUx, Digital Transformation Leadership
NYU Stern School of Business
Bachelor of Science - BS, Marketing
SKILLS
ABOUT KRISTEN VOCKEL
With both undergraduate and graduate coursework in various business disciplines, and over a decade’s worth of technical support and other customer service experience, I have become passionate about delivering excellence in product and service performance. This passion and the skills that I have developed over my career have also helped me navigate and understand the complexities of the American healthcare system, becoming one of my special interests for the past four years in addition to my current professional engagements.*Not currently seeking financial planning services.
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