Changing the world is all in a day's work at Apple. If you love innovation, here's your chance to make a career of it. You'll work hard. But the job comes with more than a few perks.
Help Apple to continually improve the experience with our products. The ideal candidate is passionate about using data-driven product feedback to help Apple make our products better, and through this, reducing the cost of support for future products. This person is also an expert at quickly identifying the top customer issues and solutions and then creating simple and effective self-help resources. Mastery of Simplified Chinese required.
•Strong problem-solving and critical thinking skills.
•Proficiency with authoring technical documentation for a variety of audiences.
•Analytical thinker who thrives on data collection, analysis, and strategic decision making based on quantitative results.
•Simplified Chinese skills required.
Provides expert technical and customer support, status information, issue resolution and other forms of assistance regarding escalations from contact centers.
Maintains an effective and timely response process to provide technical solutions for customers with escalated issues, and an accountable method for responding to Requests for Assistance using time lines delineated in Service Level Agreements with Apple’s contact centers worldwide.
Determines and coordinates technical support resources on a global basis and implements appropriate interventions such as education and research to resolve or mitigate current or anticipated issues.
Responds to technical escalations that are obtained from exception processes
Works with Apple Engineering, third party companies and conducts independent research in the lab as necessary, providing expert, high level troubleshooting and issue isolation for escalated issues.
Acts as a task force leader by coordinating, planning, and implementing special technical projects which may require providing work direction to other employees.
Reports top ranked product issues to Engineering and Product Marketing, prioritizing as necessary.
Hosts meetings as appropriate to present, track, and respond to customer issues.
Partners with New Product Readiness to identify potential issues in product development phases, and to insure that issues found in previous releases of product have been addressed in newer versions. Also provides information of requested new product features from customers as appropriate.
Assumes New Product Readiness responsibilities for certain key areas.
Develops and deploys fixes or workarounds to support personnel, and in some cases, directly to customers with escalated issues.
Conducts seminars utilizing specific areas of technical expertise to enhance the skills of other Product Support Engineers.
Normally requires BS degree (CS or EE preferred) or equivalent experience, plus 5-8 years of experience in technical support.
Extensive knowledge of mobile telephony, cellular networks, wifi networks, and carriers are a plus.
Mandarin competency a plus.
Apple is an Equal Employment Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities.