Channel Service Support AMR - Support Specialist

Job Description

Summary

Posted: Jul 13, 2022 Weekly Hours: 40 Role Number: 200387372 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. As a part of the Worldwide AppleCare organization, the Channel Support Specialist holds a key position responsible for handling Apple’s Authorized Service Channels via Apple Authorized Service Providers (AASPs), iPhone Carrier networks, and more to ensure flawless execution of post sales service for Apple customers. Success is defined as having a support infrastructure that provides rapid, reliable and effective responses to critical issues and drives program direction. We work collaboratively with a team of peers, in close alignment with the Channel Service Regional ASP and Carrier Management teams to deliver against overall strategies and reports to the Channel Support Manager. This role is located onsite in Austin, Texas.

Key Qualifications

Key Qualifications

• Operations experience in a fast-paced environment.
• Fluent in written and verbal communication in English.
• Experience working for a Carrier, Authorized Service Provider or Apple Retail store preferred.
• Intermediate/advanced expertise with industry standard tools (e.g. Mac software, Excel, SAP, etc.) ACMT certification a plus.
• Strong data analysis capability, presentation creation and delivery skills.
• Ability to build, implement and achieve realistic, aggressive goals
• Make decisions in a timely manner, sometimes with incomplete information under tight deadlines and pressure
• Actively seek input and feedback, listens, takes action and keeps others informed in a timely manner
• Anticipates areas of conflict, manages disagreement, seeks solutions and works toward resolution
• Demonstrates leadership, creativity, innovation, initiative and informed, data driven decision-making
• Available for moderate travel requirements when conditions permit.

Description

Description You will support the service channel, clarification and simplification of Apple’s business processes for AASPs and iPhone Carriers via regular interaction/communication through e-mail, phone calls and potentially on-site visits. You will lead service events and escalations, screening and processing of issues in a timely fashion and report back to partners. You will develop expertise in Apple's various transaction systems (GSX, SAP, ACBI, Partner Central, etc.) and provide mentorship to AASPs and Carriers. Responsibilities will also include writing and/or editing existing procedures for implementing service strategies and translating data to information and providing executive-ready deliverables. You will also focus on building partnerships and work collaboratively across other organizations within and outside of AppleCare, i.e. Contact Center, Finance, Executive Relations, AppleCare Channel Chat Support, Execution, Logistics, etc.

Education & Experience

Education & Experience Bachelor’s degree and a minimum of 2 years of related experience, or equivalent related work experience

Additional Requirements

Additional Requirements