HelpLine Technical Support Analyst, Employee Experience & Productivity

Apple’s IS&T HelpLine team supports employees, contractors, and vendors worldwide with responsive technical assistance across Apple products and services. In this onsite Cary, NC role, you will work within a fast-paced environment, helping resolve cases from the first contact through completion.

As a HelpLine Technical Support Analyst focused on Employee Experience and Productivity, you will provide hands-on support for hardware and software issues, troubleshoot using established procedures, and coordinate with internal partners to move urgent problems toward resolution.

What you’ll do

• Deliver technical support to Apple employees and contractors through telephone, chat, email, and a ticketing system.
• Conduct impact assessment and troubleshoot according to established procedures, while documenting the issue, troubleshooting steps, and final resolution.
• Own support cases by advocating for the caller and facilitating technical support from initial contact to resolution.
• Handle hierarchical and functional critical issues.
• Collaborate with the HelpLine, Infrastructure Services, and IS&T management teams using email, chat, telephone, and in person.

What you bring

• At least 1 year of experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and/or Apple TV.
• Strong troubleshooting and problem resolution skills.
• A conceptual understanding of IP networking and basic network troubleshooting skills.
• Experience using an IT service management or CRM system to track technical support cases.
• Experience using a knowledge base system.

Technologies you may work with

• Hardware and software technical support
• IP networking
• IT service management or CRM systems
• Knowledge base system
• Retail POS, web-based information systems architecture, and multi-tiered information systems architecture

Pay and benefits

The base pay range for this role is $33.63 to $50.51/hr, and base pay will depend on skills, qualifications, experience, and location.

• Comprehensive medical and dental coverage
• Retirement benefits
• Discounted products and free services
• Reimbursement for certain educational expenses, including tuition
• Opportunity to become an Apple shareholder through Apple’s discretionary employee stock programs
• Eligible for discretionary restricted stock unit awards
• Option to purchase Apple stock at a discount through the Employee Stock Purchase Plan
• May be eligible for discretionary bonuses or commission payments, as well as relocation

Preferred qualifications

• Familiarity with Retail POS and other retail IT systems
• Conceptual understanding of multi-tiered and web-based information systems architecture
• 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 a customer-service focus in stressful situations

Location

Cary, NC (onsite)

Application deadline

Apple accepts applications to this posting on an ongoing basis.