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Apple & HelpLine Analyst Employee Experience Productivity Saudi Arabia, Riyadh Region, Riyadh 5740792
13.06.2024
Description
As an IS&T Analyst, you will provide technical support via telephone, chat, email, and ticketing system for Apple employees and contractors. You''ll perform impact assessment and troubleshooting according to established procedures, while documenting problems, troubleshooting steps, and resolutions. You'll manage support cases and advocate for the caller by “owning” the issue and facilitating technical support from the initial contact to resolution. You will handle hierarchical and functional critical issues, while communicating with the HelpLine, Infrastructure Services, and IS&T management teams via email, chat, telephone, and in person.
Minimum Qualifications
- 1 year of experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and Apple TV
- Strong troubleshooting and problem resolution skills
- Conceptual understanding of IP networking and basic network troubleshooting skills
- Conceptual understanding of multi-tiered and web-based information systems architecture
- Experience using an IT service management or CRM system for tracking technical support cases
- Experience using a knowledge base system
- Familiarity with Retail POS and other retail IT systems
Preferred Qualifications
- Motivation and ability to work as part of a distributed team
- Good interpersonal communications and customer service skills
- Excellent English-language oral and written communications skills
- Excellent telephone and email etiquette
- Excellent time management and multi-tasking skills
- Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment
- Ability to maintain composure and customer-service focus in stressful situations
Education & Experience
Bachelor's degree or equivalent work experience preferred.
Additional Requirements
- - This position is located at the Apple campus in Elk Grove, CA; onsite work is a requirement.
- - Work hours are variable. This is a 24/7, 365 days per year environment
- - Weekend and holiday work required at times
Pay & Benefits
- At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $24.00 and $36.20/hr, and your base pay will depend on your skills, qualifications, experience, and location.Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
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.
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