Summary Posted: Aug 8, 2023 Role Number: 200494421 The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.
AppleCare Engineering is looking for an extraordinary person to provide project management and technical support for consumer and professional applications. This individual will exemplify AppleCare's expert technical support paired with outstanding customer service for Apple's software apps. This person is a problem solver, who understands the big picture for Apple in terms of customer experience, can take charge, handle simultaneous projects, and works well in a team environment. This person represents AppleCare as the liaison between Apple’s contact centers, Engineering, Product Marketing, and Operations in order to provide the best possible customer support experience. Key Qualifications Key Qualifications Minimum 5 years experience in technical support or related area. High technical savvy, including ability to analyze a variety of client-side and server-side logs Strong quantitative and qualitative analytical skills Demonstrated ability to manage a high workload and multiple responsibilities within strict deadlines Impeccable interpersonal skills, including the ability to adapt communication style to meet the needs of different audiences Demonstrated ability to properly isolate, diagnose, and solve complex account systems or cloud-computing services Excels at building and maintaining relationships with different audiences. Creativity, curiosity, and drive: Consistently thinks out of the box to increase efficiency and frequency of achieving your goals, and in overcoming challenges and hurdles. Strong organization skills and attention to detail. Excellent communication and presentation skills, written and verbal, to all levels of an organization. Leadership and influence: A passion for inspiring, motivating, and influencing others in the quest to achieve mutual goals. Description Description You will serve as the direct owner for the end-to-end Support Experience worldwide for one or more feature-sets within iCloud, Apple ID, iMessage, FaceTime, or Game Center. We respond to critical issues from Apple Support teams worldwide, delivering immediate workarounds and resolutions as well as driving root cause fixes for issues. We analyze data and trends to find opportunities for improving the overall customer experience and support. You will work closely with Apple's Support organizations, Engineering, Systems Administrators/SRE, Legal, and Marketing to implement our analysis' recommended changes.
Identify efforts and drive them without managerial oversight
Work closely with readiness partners for upcoming features/changes in your area(s) of responsibility, and work closely with multiple multi-functional teams to provide timely, actionable data and feedback related to new product launches.
Provide oversight and guidance of escalation queue handling to Site Support Engineering Response
Serve as a key stakeholder to the contact center for any documentation, training, and tools necessary to support your product area(s). Education & Experience Education & Experience BS/BA or equivalent work experience Additional Requirements Additional Requirements Technical proficiency with Apple's software and services a plus (or alternatively, experience with consumer cloud services, such as Google Workspace, Microsoft OneDrive Personal Cloud, etc) Familiarity with bug/issue management tools a plus Ability to read and understand client and server logs a plus
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