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SalaryAbout the role
As an Apple Repair Technician for Jigsaw24, a leading Apple Authorised Service Provider (AASP), you will be responsible for the diagnosis and repair of all supported Apple Hardware which must meet both Jigsaw24 and Apple’s stringent key performance indicators (KPI’s). With a key focus on attention to detail, quality and providing our customers with the best support services in the UK.
Key activities and Responsibilities:
- Process* and update all repair records for incoming customer Apple products on Jigsaw24’s internal system (ServiceNow)
- Process and update all repair records for incoming customer Apple repair parts on Apple’s external system (GSX)
- Provide parts to Apple Repair & Device Technicians
- Process and update all repair records for returning Apple repair parts on Apple’s external system (GSX)
- Process and update all repair records for returning customer Apple products on Jigsaw24’s internal system (ServiceNow)
- Complete thorough diagnosis of customer reported issues for all supported Apple products*
- Fitting of repair parts & completion of the full relevant diagnostic suite following diagnosis for all supported Apple products**
- Complete all relevant ATLAS (Apple Technical Learning Administration System) training in a timely manner upon release of new course material
- Maintain and update all repair records within Jigsaw24’s internal system (ServiceNow) and Apple’s external system (GSX) with a high sensitivity for data accuracy. Including;
- Setting accurate expectatins of diagnosis turnaround time (TAT)
- Setting accurate expectatins & maintaining repair TAT
- Building qutes for repair (where required)
- Prcessing repairs (in/out of warranty)
- Prviding regular and accurate updates on repair progress for Jigsaw24’s customer facing managed services teams to be used externally
- Organising your workload efficiently, ensuring there is a clear priority for diagnosis & repairs
- Ensuring operational compliancy and a pleasant working environment for both staff and visitors
- Communicate effectively with team members and customer facing managed services teams
- Ad-hoc configurations to new customer purchases and existing equipment
- The ability for flexing into other teams within the department where required
- The ability to maintain composure and customer focus while troubleshooting and solving technical issues
- Process including but not limited to; taking booking in photo’s, initial damage assessment & preparing correct labelling
**May include Mac, iPad, iPhone & other Apple devices
Skills and Knowledge:
- Flexible to meet the changing needs and varying deadlines of the business
- Good analytic skills and ability to prioritise tasks in a busy environment
- Able to work to customer service measures, metrics & KPI’s within a service targeted environment
- Previous Computer or Mobile phone repairs
- Previous use of ServiceNow is advantageous
- Experience with an AASP is advantagous
Who are Jigsaw24
We put people first in a culture that’s reflected throughout our whole business. By respecting each person as an individual, we create an inclusive, supportive atmosphere that feels like a family and inspires everyone to follow their own path. All while delivering great customer service, celebrating our diversity and doing more to minimise our impact on the environment.
We truly believe our commitment to people, sustainability, and excellence is the driving force behind our success.
Benefits at Jigsaw24
You will receive a wide range of benefits working at Jigsaw24 including:
- 26 days holiday
- Health cover including access to GP anytime, annual reinbursements for optical and dental to name a few as well as counselling and wellbeing services
- WorkBYTRAM discounted travel scheme
- Cycle2work
- Travel to work loan
- Free on-site parking
- Staff purchase scheme on fantastic Apple products and more
- Unlimited bistro coffee and tea facilities
- Enhanced family friendly policies
- Pension scheme
- Electric Vehicle scheme
- Life cover
We are always on the lookout for hungry people who want to realise their potential. It’s not just about filling existing vacancies – it’s about what you can achieve. As a business, we never stand still. In fact, we encourage our people to follow their own path and help us improve how we all work. To find out more please visit our “about us” section on our website by clicking here
From our office decor to the range of benefits we have to offer, we try to foster an inspiring, collaborative environment that makes everybody feel welcome. And as we continue to grow, we’re determined to hold true to our values and ever since we started trading, our culture has been based on delivering great customer service and providing solutions based on technical excellence.
