Apple Support Business Analyst - Connect Support

Job Description

Summary

Posted: Nov 8, 2021 Role Number: 200297660 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. 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 Channel Service Support (CSS) AMR Analytics Team is seeking a highly motivated professional for the Business Analyst role for AppleCare Connect Support. The Analyst will manage daily inbound inquiries from channel partners and will work cross-functionally with internal teams. Additionally, this individual will be a resource in all process improvements the internal teams are currently working on. This role is also an opportunity for a dedicated self driven individual to enhance process knowledge, and apply analytical skills to deliver creative, valuable solutions to the Support and Business Development teams. This role will require a high degree of collaborative effort and working with other departments such as BizDev, Agreements Admin, partners, and CSS internal teams. This position will be located on-site in Austin, Texas.

Key Qualifications

Key Qualifications

• 5+ years experience at a Multi-National company in a Supply Chain role
• Strong communication skills both verbal and written
• Quick learner, adaptable and ability to multi-task
• Strong knowledge/aptitude of SAP
• Extraordinary cross-functional team engagement skills and experience
• Ability to maintain a positive attitude in a dynamic and fast-paced work environment
• Strong work ethic with a high degree of flexibility
• Strong analytical skills
• Multi-functional collaboration, strong drive and ability to influence partners (accountability without control)
• Experience with SAP preferred
• Experience with Excel and Keynote
• Own, analyze, research, and respond to escalations in a timely fashion
• Identify potential problems by analyzing tasks and escalations
• Focus on process improvements to reduce time to resolution and decrease escalation volume
• Manage expectations across various groups, including AA and BizDev teams
• Cross-train and serve as backup for other members of the team
• Provide data to management and internal stakeholders as requested
• Early morning or late evening meetings to sync up with global teams are required
• Great teammate with a positive attitude, solid sense of empathy and ability to be decisive

Description

Description - Achieve and maintain a comprehensive understanding of AppleCare Connect Support business, transaction handling, procedures, and systems - Partner with other AppleCare organizations to ensure business needs are addressed - Make sound decisions based on a mixture of analysis, experience, and judgment; proactively seek out expertise to assist in sound decisions - Collaborate with other teams such as Business Development to come up with new procedures to improve quality and customer satisfaction related to enrollments - Identify potential problems by monitoring trends in transaction errors or through analysis of reporting - Participate in user acceptance testing

Education & Experience

Education & Experience Bachelor’s Degree or equivalent required; Master's or higher degree in a related field a plus.

Additional Requirements

Additional Requirements

• Apple is an Equal 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. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.
• We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.