Global Store Support Helpdesk Coordinator

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.