Global Store Support Analyst

Imagine what you could do here! The people here at Apple don't just create products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Here on the Apple Store Online team, we are responsible for Apple's largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things. The Global Store Support (GSS) Helpdesk Coordinator is responsible for removing obstacles to the smooth operation of Apple 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 and you will engage with a dynamic group of people who share a passion for stores, innovation, and excellence within the Apple Retail community!

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.

Minimum Qualifications

• Strong analytical and proven problem-solving skills with the ability to handle multiple tasks concurrently, including projects of medium complexity
• Three or more years experience identifying trends, troubleshooting, documenting, raising, tracking, and resolving issues
• Able to develop and implement solutions that prevent issue recurrence
• Three or more years related experience (including combination of retail, contact center, and/or ticket response)
• Able and willing to work any schedule including Holidays, weekends, graveyard shift

Preferred Qualifications

• Contact center or retail experience is preferred
• Sonar ticketing platform experience preferred
• Knowledge of Apple products and office software
• Commitment to identifying and communicating creative and innovative ideas in a way that gains consensus and builds partnership
• Global problem solver who performs well in a fast-paced, ambiguous environment
• Actively seeks out opportunities to champion and celebrate inclusion and diversity

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote 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. Learn more about your EEO rights as an applicant .

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Client-provided location(s): Austin, TX

Job ID: apple-200614509-0157

Employment Type: OTHER

Posted: 2025-08-13T19:14:08