Apple Support Real Time Operations Analyst

Job Description

Summary

Posted: Jun 25, 2019 Weekly Hours: 37.5 Role Number: 200068932 Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. If you bring passion and dedication to your job, there's no telling what you could accomplish. Apple Support Real Time Operations (RTO) is the "first responders" group for the wider Apple Support Operations organization. Functions of RTO include monitoring the global Contact Center infrastructure in real time and executing actions to improve performance, coordinating problem resolution across various Operations teams, IS&T and the Business, and troubleshooting Apple equipment and tool issues for our internal AHA population. RTO Analysts must have a strong and diverse skill set. They are responsible for assisting Advisors and leadership from both internal and external partners with work-impacting issues, technical troubleshooting, access requests, staffing reviews and general tickets. In addition, RTO Analysts monitor real time call routing and manage queues for Apple Support organization, and provide informed recommendations to management regarding contact center performance.

Key Qualifications

Key Qualifications

• Integrity and passion for providing high-quality customer interactions.
• You are able to work effectively with business leadership and global teams.
• You have the ability to lead and influence peers, support groups, and various management levels towards impactful results.
• You have thorough understanding of business goals and call center metrics.
• You have history of analyzing and interpreting real time and historical data to identify and execute strategies for issue resolution.
• You are ambitious and able to prioritize tasks, think creatively, resolve issues and work autonomously with limited guidance.
• Ability to handle various tasks concurrently, with experience in muti-channel support in systems that deliver simultaneous chats, emails, calls and tickets.
• Experience with creation and development of processes and procedures.
• Native Japanese speaker with good verbal and written communication skills in English.
• Flexibility to work between the hours of 7:00am and 11:00pm SGT, including weekends and holidays.
• Knowledge of Home Network Topology and VPN Networks is a plus.
• Experience with troubleshooting macOS is a plus.
• Minimum two years of experience in customer service and support within contact center environment is preferred.

Description

Description RESPONSIBILITIES INCLUDE: ■ Co-ordinating issues to resolution such as; - Connectivity and downtime issues experienced by at-home Advisors. - System and tool issues that require escalations to IS&T. - Manage critical issues, engaging with various groups and keeping the business informed via alerts. ■ Operations ticket triage and handling. ■ Real-time monitoring of Apple Support queues and routing for calls, chats and emails, with the understanding how specific queue mertrics impact the contact center business. ■ Real-time calculations of staffing metrics and the ability to take actions to improve conditions via various staffing tools. ■ Management of two-factor processes and compliance to ensure security across our partner network. ■ Changes to Advisor configuration and access via Maestro and ability to spot potential gaps and execute strategies to address in real time. ■ Handling inbound escalations and contacts to the department via chat, email, phone and ticket. ■ Provide supplemental queue performance information, ad hoc analysis, and recommendations to business leadership as needed.

Education & Experience

Education & Experience Bachelor's degree preferred. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Additional Requirements

Additional Requirements

• The people here at Apple don’t just build 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.