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.

-   Extensive experience in customer support

-   Experience with Mac OS and iOS

-   Experience with data and voice network systems

-   Experience with IT service management or CRM system for tracking technical support cases

-   Experience with knowledge base systems

-   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 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

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

-   Bachelor's degree preferred

-   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 on-going 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 Help Line Team Leader

-   Work weekly shifts, bank holidays, and weekends in rotation as agreed with the EMEIA IS&T HelpLine Team Leader