Order Support Specialist (English)

Austin, Texas, United States
Apple Retail


Weekly Hours: 40
Role Number:200189297
At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and inspire – and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with you. The Order Support Specialist has a wide range of responsibilities focused on fulfilling customer expectations and/or notifying them of changes, alerting manager to any slowdowns in delivering customer service, and improving the overall customer service experience. This position is located onsite at the Apple campus in Austin, TX.

Key Qualifications

  • Normally requires 1 year of experience in the Retail Contact Center support environment with a strong working knowledge of business processes, policies, and procedures
  • Demonstrates a passion for excellent customer service
  • Ability to multi-task and navigate multiple, different work streams and tools
  • Strong organizational skills required
  • Excellent written and verbal communication skills
  • Communicates effectively in a both verbal and written format concurrently with multiple customers or partners
  • Demonstrates flexibility and adaptability to an ever-changing work-flows and responsibilities
  • Advanced judgment and problem solving skills
  • Adept at navigating ambiguous and complex situations
  • Acute attention to detail
  • Ability to work quickly and efficiently under deadline pressure
  • Extraordinary follow through and organizational ability
  • In-depth knowledge of Online Store policies and procedures


As an Order Support Specialist, you will work under tight time commitments to handle complex support issues and ensure first call resolution and customer satisfaction for Apple's customers. You will ensure that customer issues escalated to work lists are responded to within one working day, develop creative solutions to complex customer problems, identify and highlight emerging customer issues, and submit feedback on the customer-handling process. You will also find opportunities for operational improvements and suggest service improvement strategies/tactics to improve the customer experience. The role may also include processing incoming requests from customers for changes in shipment disbursement: package re-routes, address corrects, hold for pickup or return to sender.

Education & Experience

BA/BS preferred or equivalent experience

Additional Requirements

  • Flexibility to work between the hours of 7:00a.m. CST and 10:00 p.m. CST, including weekends and holidays, with the possibility to flex up or down hours depending upon business needs