Customer Support Operations Analyst

Austin, Texas, United States
Corporate Functions

Summary

Posted: Nov 28, 2018
Weekly Hours: 40
Role Number: 114410679
At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. This position will focus on operational excellence of systems and processes used by contact center advisors and Apple customers to conduct Sales and Support related activities. We are looking for an individual who brings passion and creativity to what they do and wants to deliver Apple-class solutions to our business partners. The individual will establish and maintain strong working relationships with in-region and global business partners to lead day-to-day operational support activities as well as long-term strategic efforts.

Key Qualifications

  • Ability to collaborate with various lines of business and technology partners to identify needs, risks and drive solutions.
  • Writing and verbal skills, to communicate information effectively to our business partners, senior leaders, and technical staff.
  • Ability to excel in a complex and dynamic environment where ambiguity may exist.

Description

An essential function of this role will be to serve as an advocate for business partners, facilitating various efforts between them and IS&T teams. The Customer Systems Operations Analyst will maintain a solid focus on ensuring stability, availability and operational readiness of Customer Systems technologies including, but not limited to: Customer Relationship Management tools, telephony, chat, email and contact center management applications. RESPONSIBILITIES INCLUDE: Drive efforts to address highly impactful issues, including coordination of post-mortem discussions with IS&T and business teams, while leading identified action items to completion. Develop and enact support plans to be used during periods of peak system utilization such as holiday periods, new product launches and other key business events. Support and leadership of P0/P1 critical incidents impacting tier one applications, including recurring communications to partners throughout the lifecycle of in-scope incidents. Find opportunities to improve technology resiliency and drive related solutions to meet and exceed business needs based upon forecasted volumes and system utilization. Provide clear, concise and relevant written and oral communications at the appropriate technical level of audience members.

Education & Experience

BS/BA degree preferred Professional certification in one or more of the following areas: project management, business analysis and IT management. Significant technical certifications and or experience in place of professional certifications.

Additional Requirements

  • At least 5 years experience supporting contact center functions, processes and technologies
  • Minimum 5 years of experience leading support initiatives, projects, business associates and external vendor partners