ISCS iCloud Site Support Engineer

Sacramento, California, United States
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number:200177099
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. An Internet Services iCloud Site Support Engineer possesses a broad range of experience with iCloud, Apple ID and the support tools for AppleCare support advisors. He/She should be familiar with all internal policies and procedures that apply to advisors and stay up-to-date as these policies and procedures change. This person should also be able to work with iCloud engineers in an effort to resolve complex customer issues. This position can be located in Elk Grove or Austin.

Key Qualifications

  • Excellent verbal and written communication skills
  • Familiarity with iCloud and Apple ID
  • Experience with iCloud support tools and processes
  • Ability to expertly work toward resolution of customer issues
  • Experience managing multiple priorities
  • Ability to thrive in a dynamic, customer service-oriented environment
  • Expert-level knowledge of iCloud features as well as support tools and processes used in supporting iCloud customers
  • Desire and ability to convey compassion through written communication with internal and external customers
  • Ability to modify pre-written customer responses with appropriate tone, grammar, and spelling
  • Inventive when seeking answers to complex issues and unafraid to generate creative solutions within the limits of Apple’s ability to offer them
  • Possess good judgment when balancing customer satisfaction with business needs
  • Ability to work cross-functionally with a team approach to accomplishing goals and effectively communicate service concepts and system implications to proposed business practices
  • Work on special projects as requested
  • Adhere to work schedules as provided by the Apple Scheduling team
  • Ability and willingness to work a variety of scheduled shifts, including evenings, weekends, and holidays

Description

You will gather data, analyze, escalate, track, and report on issues that affect the different aspects of iCloud and support. You will interact directly and independently with Tier 2 advisors, developers, engineers and functional specialists to understand our business problems and processes in order to bring resolution to issues and identify gaps and areas of opportunity. You will build, submit, and post iCloud customer support updates to our internal support web pages. You will contribute to the development of customer support process documents. You will also perform occasional user acceptance testing for application changes, bug fixes, and new feature implementations associated with iCloud. This position may also include all Customer Service responsibilities and activities required to support our customers. These activities include technical troubleshooting, billing inquiries and resolution, and refunds as well as other post-sales activities and problem solving.

Education & Experience

BA or BS preferred, or equivalent experience

Additional Requirements