Posted: Feb 21, 2024
Role Number:200539674
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. Our organization believes in the power of optimized support tools and infrastructure to drive world-class customer support. We're seeking a seasoned leader who is passionate about delivering results, adept at balancing task execution with identifying process improvement opportunities, formulating strategic plans, and leading teams and stakeholders to deliver impactful outcomes. AppleCare Engineering strives to discover opportunities that exist within Apple's products to drive product usability and reliability improvements. The Platform Support Response team is seeking candidates to fill the role of Support Engineer. The ideal candidate is passionate about using data-driven product feedback to help make products easier for customers to use.
Key Qualifications
Description
Responsibilities Include: Drive the understanding of customer experience opportunities with engineering and produce results by reducing the number of incoming calls to AppleCare. Analyze customer product feedback, case data, escalations and investigations to contribute to the success of our customer experience opportunity program. Partner with analysis and reporting teams to understand overall support impact of emerging issues then research, investigate, and provide high quality guidance on product issues to mitigate call volume. Report product issues to critical teams, hosts meetings as appropriate to present opportunities and respond to inquiries. Provides expert technical and customer support, status updates, issue resolution and other forms of assistance to customer support and other key partner groups. Build product feedback reports on a regular cadence to drive action with partners along with the creation of technical documentation and other deliverables to mitigate or resolve product issues in a timely manner.
Education & Experience
Bachelors degree preferred or equivalent experience
Additional Requirements