Support Communication Specialist

Austin, Texas, United States
Marketing

Summary

Posted:
Weekly Hours: 40
Role Number: 200093714
Home Office: Yes
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. We’re looking for an experienced Communications Specialist who is enthusiastic about customer experience and wants to help shape how we interact with our partners. You’ll be writing for new initiatives, as well as maintaining existing program and process copy. You’ll primarily work alongside program managers and business teams, collaborating to create amazing employee experiences. You’ll also team with leadership, app owners, and others to ensure a successful product for both our business and our customers. The Support Communications team is a global team impacting a broad array of internal customers (including Vendor Partners) to support AppleCare’s mission of providing the world’s best customer support. This position can be located At Home; Austin, TX.; or Elk Grove, CA.

Key Qualifications

  • Effective written and verbal interpersonal skills
  • Ability to tailor your message to your audience
  • Strong history in adhering to written and visual style guides
  • Provide innovative marketing, design, presentation support, and consultation as necessary
  • Drive best practices and innovation in the production of online resources
  • Ability to lead, think, and act strategically, understand business challenges, and formulate effective plans to improve results
  • Ability to influence and build partnerships at all levels
  • Identify appropriate communications channels and help develop new channels
  • Flexibility that enables professional, efficient reaction to directional change, often reprioritizing on short-notice
  • Ability to achieve demanding deadlines with minimal supervision
  • Support program managers as needed with communication strategy and roadmap for initiatives
  • Ability to quickly grasp technical concepts or procedures and make them easily understandable
  • Requires an ability to quickly learn and use new technology and software applications
  • Knowledge of Photoshop, Illustrator, or other image optimizing applications
  • Flexibility to work cross-site including unique hours to host calls globally
  • Flexibility and ability to travel as required
  • Demonstrate commitment to innovation
  • Passion for extraordinary customer service
  • Experience in designing and implementing web applications with Javascript, HTML5, CSS, and web services integration is a plus
  • Multimedia experience is a plus
  • 5 or more years of corporate, internal or executive communications experience

Description

You will help lead Apple Support communications for our AMR region. The role responsibilities can include message strategy, being a project liaison, assisting with strategic communication planning for numerous processes and product changes, and helping with the creation of multiple communications such as emails, keynotes, multimedia scripts, and Wiki pages. You will be vital in helping to identify, plan, and drive business goals and strategies through numerous communication and change management methods. You are charismatic, passionate about communications and change management, and who is unflappable in the face of competing goals. You have experience in crafting, editing, and curating content for a global audience with a breadth of experience, and a strong familiarity with support centers is desired. The Support Communication team is central to supporting and maintaining a strong culture. We keep Apple Support informed, on what's new, what's changing, and what's coming next. We connect people to what’s essential. We help manage through change, and ensure Apple’s values are reinforced throughout our messaging. We inspire confidence in Apple, our products, and our people.

Education & Experience

BA/BS degree in Communication, Technical Writing, English Composition, Journalism, Marketing, or related field is preferred.

Additional Requirements

  • Cross-cultural agility
  • Written Communications
  • Planning
  • Managerial Courage
  • Humility
  • Individuals with formal communications background preferred