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IS&T HelpLine Support Analyst

08/01/2018

Job Description

 

Proficiency in at least one of the following languages is preferred: Dutch, French, German, Italian, Spanish, Swedish, Turkish, Russian, and Mandarin.

 

The Information Systems & Technology (IS&T) team manages key business and technical infrastructure at Apple – how we take an order online, the experience with technology in our retail stores, how much network capacity we need around the world, and closing the books. IS&T does it all.

 

The IS&T HelpLine provides technical support to Apple’s employees, contractors, and vendors throughout the world, 24 hours a day, 365 days a year.

 

We support Apple’s products and services from hardware to software. We also support Apple’s world-class information technology infrastructure from the data and voice networks to each user’s Mac or iOS device… and everything in between. This is an extremely fast-paced and highly demanding internal help desk environment.

 

Key Qualifications

  • Extensive experience in customer support
  • Experience with macOS, iOS, and watchOS
  • Experience with data and voice network systems
  • Conceptual understanding of IP networking
  • Experience with IT service management or CRM system for tracking technical support cases
  • Experience with knowledge base systems
  • Excellent English language oral and written communications skills
  • Excellent telephone and email etiquette
  • Excellent interpersonal and problem solving skills to serve diverse customer base and deal effectively with issue escalations
  • Excellent time management and multitasking skills
  • Ability to work as part of a global team
  • Ability to handle a stressful support environment with multiple tasks to be completed in short periods of time, while at the same time keeping composed and in control
  • CCENT certification and a verifiable path for higher level Cisco certifications preferred
  • Proficiency in at least one of the following languages is preferred: Dutch, French, German, Italian, Spanish, Swedish, Turkish, Russian, Mandarin

Description

  • Answer and respond to incoming support requests (telephone, web, and chat) in a timely and efficient manner
  • Manage high priority IS&T issues and coordinate various support teams to drive issue resolution
  • Manage the priority of requests through regular review of outstanding requests
  • Review escalated requests for quality assurance through information accuracy and completeness
  • Keep caller informed with up-to-date status of escalated requests
  • Validate caller confirmation when closing support requests
  • Maintain ongoing knowledge of Apple internal and external products
  • Maintain communication among the team for any issues, customer problems, and application/procedural changes
  • Assist in writing and clarifying departmental procedures
  • Liaise with the regional HelpLine teams and other IS&T organisations
  • Recommend and implement approved changes to improve efficiency
  • Manage special projects as assigned by management
  • Administer system security
  • Meet service level agreements as defined with business units and the EMEIA IS&T HelpLine Team Leader
  • This is a 24 hours a day, 7 days a week, 365 days a year environment
  • Work 5-day weekly shifts that includes the 2 weekend days (Saturdays & Sundays), and bank holidays in rotation as agreed with the EMEIA IS&T HelpLine Team Leader

 

Education

  • Bachelor’s degree preferred

 

To apply for this position, please follow the link. For assistance on arrival in English, Italian, French and Spanish please contact our colleagues at EazyCity, www.eazycity.com.

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