Global Store Support Helpdesk Coordinator - Austin, United States - Apple

Apple Austin, United States

4 weeks ago

Description

Global Store Support Helpdesk Coordinator

Austin,Texas,United States

Apple Retail

The Global Store Support (GSS) Helpdesk Coordinator is responsible for removing obstacles to the smooth operation of Retail stores by rapidly responding to escalated tickets, ensuring that we meet our goal of providing Apple customers with an industry-leading, extraordinary experience.

In particular, the Coordinator is responsible for providing our Retail teams with excellent customer service via telephone and email-based inquiries.

Occasionally we participate in multiple simultaneous support projects, you will engage with a dynamic group of people who share a passion for stores, innovation, and excellence within the Apple Retail community Inclusion is a shared responsibility, and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard and inspired to do their best work.

Key Qualifications

Strong analytical and proven problem-solving skills

Able and willing to work any schedule including Holidays, weekends, graveyard shift

Ability to identify trends, troubleshoot, document, raise, track, and resolve issues

Able to develop and implement solutions that prevent issue recurrence

Broad-minded, with scrupulous attention to detail

Ability to handle multiple tasks concurrently, including projects of medium complexity

Excellent interpersonal skills, both verbal and written, that can be applied at all levels

Commitment to identifying and communicating creative and innovative ideas in a way that gains consensus and builds partnership

Contact center or retail experience is preferred

Sonar ticketing platform experience preferred

Global problem solver who performs well in a fast-paced, ambiguous environment

Knowledge of Apple products and office software

Makes space to listen, learn, and amplify diverse perspectives and experiences

Actively seeks out opportunities to champion and celebrate inclusion and diversity

Description

You are highly analytical, detail-minded, technically savvy, and should possess a broad understanding of business goals and a keen ability to interpret the meaning of data and its potential impact to the business.

You will possess excellent communication skills, and be adept at addressing all levels of management. Critical and creative thinking are important. You will also have experience either in a triage-based environment, or working independently while supporting the Retail organization.

You will need a flexible schedule and be able to work varied hours and days including weekends, holidays and overnights.

Responsibilities include:

Provide excellent service to field and corporate partners globally, serving as a resource for all support-related questions received via email, phone, and other methods for Apple Retail Stores.
Collaborate with Retail and store strategy teams globally to identify, document, analyze and report emerging issues, trends, and key email and call drivers. Drive results to acquire both short-term and long-term resolution and prevention. Work with key partners to improve communication, training, and employee decision-making.
Identify policy, process and procedure opportunities to improve store efficiencies and reduce call and email volume to support teams globally. Partner with cross-functional teams to ensure all aspects of support projects are communicated, supported, and delivered to the highest standards.
Partner with all corporate support teams to create a consistent, customer-focused support experience for all stores globally. Determine process, procedures, and service level agreements.
Contribute to and evolve a corporate and field communication vehicle that reports call and email volumes, issues, and trends working to improve awareness, increase education, and reduce store issues.
Partner with peers and the field to maintain awareness of global initiatives, compliance, systems, technology, and current day climate within stores.
Demonstrate an excellent working knowledge of store systems, processes, and business model. Use knowledge to support stores explaining policies, procedures, and processes to the store teams.
Other duties as assigned.

Education & Experience

Bachelor's degree or five years' related experience (including combination of retail, contact center, and/or ticket response)

Additional Requirements

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Apple is an equal opportunity employer that is committed to inclusion and diversity.

We take affirmative action to ensure equal opportunity for all applicants without regard to race,color,religion,sex,sexual orientation,gender identity,national origin,disability,Veteran status,or other legally protected characteristics.

Learn more about your EEO rights as an applicant (Opens in a new window) .

Apple will not discriminate or retaliate against applicants who inquire about,disclose,or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

If you're applying for a position in San Francisco,review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.

Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) .

Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .

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