Product Insights Seed Analyst

Summary Posted: Aug 26, 2024 Role Number: 200565124 Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. We don’t just craft products - we build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that supports the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. The AppleCare Engineering and Software & Services group is looking for an analyst to provide the essential function of aggregating and categorizing customer feedback from Apple's software beta program and other sources. In this role, you will analyze the customer feedback in order to identify and drive attention to issues that can negatively impact Apple or the customer experience. You are analytical, detail oriented, and able to use critical thinking to resolve issues and find solutions within iOS, macOS, iCloud, and Apple branded applications and hardware. Inclusion is a shared responsibility, and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard, and inspired to do their best work. Our environment makes space to listen, learn, and amplify diverse perspectives and experience. Description Description Some of the tasks you will be responsible for include: - Read, analyze, and group beta seed and discussion forum feedback into related issues - Coordinate with Engineering Program Managers to ensure issues escalated to Engineering are clear and accurate - Review and validate the quality of issues prior to escalating to Engineering - Escalate trending and critical issues to Engineering Program Managers - Organize discussions with Engineering Program Managers - Create and maintain documentation - Develop and deliver training to new seed readers - Prioritize and load balance work for rotational seed readers - Assess and provide feedback on the quality of rotational seed reader work - Create and maintain reporting - Recreate issues on lab devices on-site as required - Build rapport and communicate effectively with a wide variety of business partners - Assist with projects as needed Minimum Qualifications Minimum Qualifications Minimum of 1 year as a Mac+ AppleCare Senior Advisor or equivalent Apple Retail Store experience Ability to work a 5x8 schedule Monday-Friday 7AM-6PM local time with flexibility to work one weekend day during peak season or urgent requests Bachelors degree and 1-2 years of work experience or 3-4 years equivalent work experience preferred Key Qualifications Key Qualifications Preferred Qualifications Preferred Qualifications Ability to collaborate with cross-functional partners across multiple teams Outstanding written and verbal communication skills Exhibits independence and out-of-the-box thinking Advanced judgment, negotiation, and problem-solving skills Strong organizational and multitasking abilities Passion for analyzing and managing data Outstanding time management skills Technical knowledge of Apple software and hardware, Windows/PC and Siri preferred Ability to independently navigate systems and tools Demonstrates flexibility and adaptability to changing work-flows and responsibilities Makes space to listen, learn, and amplify diverse perspectives and experiences Actively seeks out opportunities to champion and celebrate inclusion and diversity Education & Experience Education & Experience Additional Requirements Additional Requirements Pay & Benefits Pay & Benefits At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $31.11 and $46.65/hr, and your base pay will depend on your skills, qualifications, experience, and location. Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits. Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program. More Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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.