Advocate vacancy in Austin USA

Global Store Support Helpdesk Coordinator
SummaryPosted: Dec 13 2023
Weekly Hours: 40
Role Number:200527865


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
Key Qualifications
Strong analytical and proven problem-solving skillsAble and willing to work any schedule including Holidays weekends graveyard shiftAbility to identify trends troubleshoot document raise track and resolve issuesAble to develop and implement solutions that prevent issue recurrenceBroad-minded with scrupulous attention to detailAbility to handle multiple tasks concurrently including projects of medium complexityExcellent interpersonal skills both verbal and written that can be applied at all levelsCommitment to identifying and communicating creative and innovative ideas in a way that gains consensus and builds partnershipContact center or retail experience is preferredSonar ticketing platform experience preferredGlobal problem solver who performs well in a fast-paced ambiguous environmentKnowledge of Apple products and office softwareMakes space to listen learn and amplify diverse perspectives and experiencesActively seeks out opportunities to champion and celebrate inclusion and diversity


Description
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
Education & Experience
Bachelor’s degree or five years’ related experience (including combination of retail contact center and/or ticket response)


Additional Requirements
Additional Requirements