Deep product knowledge through professional user support
First non-Tech Support Advisor promoted to SPS (T4) in the EU Creative Media team. Resolved complex hardware-software conflicts for professional Logic Pro and Final Cut Pro users.
Senior tier. Mentored junior advisors and resolved advanced cases across iTunes Store, App Store, Apple Music, and Apple TV.
Apple Care Excellence Award 2018 — results, teamwork, innovation. Yearly average CSAT 92%, monthly up to 100%.
Professional user support for Logic Pro and Final Cut Pro. This role built on my Fine Art background in AV installations — bridging creative practice with technical problem-solving.
Working individual cases — technical issues, how-to questions, user feedback — offered a perspective distinct from both end-users and designers. Each case revealed how people actually navigate interfaces: their assumptions, workarounds, and points of friction.
Design relevance
Hundreds of edge cases build intuition for user flows, error states, and the gap between intended and actual use. This informs how I approach interaction design — grounded in real behaviour, not assumptions.
Integrated in a global team. Case-based work means deep exposure to interface logic, diverse use cases, and the patterns that emerge when professional tools meet real-world conditions.
This page describes role and learnings; internal processes and materials are not disclosed.