Mac Sales & Support Agent (Call Center)

A to Z Technical Solutions Ltd

Posted at : March 9, 2018

Years of Experience :
2 years
Career Level :
Job Status :
Full time
Salary Range :
5000-10,000 Sudanese Pound
Vacancies :
2 vacancies
Job Type :
Location :
Sudan/Khartoum /Arkaweet
Education level :
High school or equivalent
Gender :
Industry :

     - Customer Service

Job role :

     - Information Technology/Software

Speciality :

     - Computer Science

Job Description :


Listening & Understanding American Accents
Speaking Clearly, Quickly and Comfortably in English
Being able to READ quickly and UNDERSTAND quickly emails in the English language.
Typing Speed Minimum of 35 WPM in English



The Mac Sales & Support Agent will work as a Customer Service Representative for our online e-commerce support and must possess excellent customer service skills, sales skills, multi-tasking skills, be highly motivated, and respond to inquiries and communicate clearly, tactfully, and effectively using all mediums of communication. This role also supports staff duties including greeting and assisting customers on the phone, processing payments, answering phones and routing as appropriate, and front desk duties.

Daily Duties:

  • Reply high amounts of email inquiries with efficiency (eBay / Amazon )

  • Provide apple products, services, and information to clients

  • Identify customer needs to achieve satisfaction

  • Resolve problems that customers may be facing in a kindly manner

  • Escalate issues to the IT Manager when needed.

  • Handle complaints professionally and provide a solution based on procedures and policies. 

  • Follow communication procedures and policies

  • Be the first point of contact for all service related inquiries via phone and email

  • Coordinate product returns, exchanges, and corresponding refunds

  • Coordinate warranty service repair tickets.

  • Monitor feedback and service performance metrics on eBay and Amazon accounts

  • Provide advanced technical support via phone or email

  • Coordinate shipping damage claims online

  • Maintain monthly quality control performance reports

Job Schedule: 4:00pm - 1:00am (6 Days / Week)

Remarks: Resume must be attached
Required Education: High school or equivalent
Job Type: Full-time



  • Previous experience in providing IT related customer service

  • Must be very familiar with Apple Computers and Mac OS X

  • Ability to comfortably and clearly communicate with clients via phone and email

  • Strong troubleshooting and critical thinking skills

  • Ability to prioritize and multitask, fast typing speed is a plus!

  • Deadline and detail-oriented

  • Required language: Very Strong English Listening & Understanding / Speaking / Writing / Typing to a variety of English Accents.

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About the company

Thank you for considering a career with A to Z Technical Solutions Ltd. 

We are local technical solutions company focusing on enterprise businesses development. We provide a variety of services including but not limited to:

- App Development (iPhone & Android)
- Web Development
- Network & Infrastructure Consulting
- IT Outsourcing
- Custom Business Software 

We are always looking for great talent to add to our team, and we prefer skills & talent vs the number of college degrees. If you are interested and would like to join our team, apply today!