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For your reference, we have included the original job posting below.
Helpline Retail Support Analyst
Job Number:
26859093
Company Name:
Apple
Job Category:
Information Technology
Helpline Retail Support Analyst
Requisition Number 5583743 Job title Helpline Retail Support Analyst Location Uxbridge
Country United Kingdom
City Uxbridge
State/Province Greater London
Job type Full Time
Job description The EMEA (Europe, Middle East & Africa) Helpline provides first and second level technical support for hardware, software (including business systems), network, telephone and retail systems issues to 7,500 Apple-internal users. We are looking for a Retail Support Analyst to join our team.
Responsibilities:
. responds to technical support requests submitted via email, telephone, web form or iChat in a courteous, accurate and timely manner and logs all incoming requests in a problem ticketing system
. diagnoses, troubleshoots and resolves 1st and 2nd line IT problems; prioritises and escalates issues to next level support as required
. acts as the main point of contact for all Apple retail store support issues at the EMEA Helpline
. liaises with Helpline teams in the US and Asia-Pacific to coordinate and escalate high-priority problems internationally
. performs user administration tasks including password resets on internal systems such as email, voicemail and others
. follows up on open / escalated issues according to service level agreements
. creates new and updates existing documentation to ensure the team's technical knowledge base and processes are consistent and kept up-to-date
. recommends and implements approved procedural changes to improve support quality, efficiency and customer experience
. produces reports on support call volume, call drivers, turnaround time and other metrics
. reduces the volume of retail support requests by implementing user education and SME programs
Requirements:
. experience working in IT, preferably in a technical support or customer service role, demonstrating attention to detail and strong analytical and problem-solving skills
. previous experience with Apple Retail POS systems required
. enthusiasm about Apple technology, up-to-date knowledge of Apple hardware and software, including the latest release of Mac OS X
. Apple Certified Support Professional (ACSP) certification a plus
. familiarity with network, backup, server administration and remote access (VPN) technologies a helpful advantage
. excellent interpersonal and communication skills, both verbal and written
