Application and Network Response Analyst

Summary

Posted: Jan 17, 2025

Role Number:200587402

At Apple, we believe that dedication, an inclusive environment, and innovation fuel the ultimate customer experience. We believe that each interaction is an opportunity to listen, build trust, and create a personalized experience for our customers. Creating this customer experience starts with you! 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! Application and Network Response (ANR) is part of the WW Support Services team (under Business & Partner Support [B&PS]). As an analyst for this team you will support advisor and manager platforms and supplier networks. You will also help to support sustaining strategies for support improvements across our feedback and ticket channels.

Description

Keeping AppleCare's worldwide contact centers running smoothly is at the forefront of what we do. AppleCare Contact Center Operations is looking for an enthusiastic, independent person to join our AMR Application and Network Response team. As an ANR Analyst, you will be point of contact for issues affecting tools and their respective network setups and configurations. Inclusion is a shared responsibility, and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard, and inspired to do their best work. Our environment makes space to listen, learn, and amplify diverse perspectives and experience. We're committed to helping employees explore their potential. Responsibilities of the role include: - Participate and lead meeting with global stakeholders in Support Enablement and Business & Process Support - Network with peers and senior internal personnel in areas of expertise to gain knowledge and share best practices - Present to senior leadership regularly and as needed - Regularly attend staff meetings and engage in discussion topics - Meet with Product Owners and IS&T business partners to drive issue resolution on a weekly basis - Break-fix support for tools used by Advisors, managers, and above such as Core, Enso, GBI Portal, MMT, and Safeview - Sustaining support for systems such as TDO, Slack, and PII, as well as other applications onboarded through the Support Intake Process - Outage management for lower-level application and network issues - Advisement to stakeholders on how to update support methods - Support for internal and supplier-side issues

Minimum Qualifications

• One plus year of experience working within Business and Partner Support Organization(s), including Apple Business Support, iOPs (Customer Advocacy or Carpe Facto), AppleCare Partner Relations, Customer Relations, Apple Product Verification and iOS activations, or SSL
• Ability to work independently and successfully navigate ambiguity
• Strong attention to detail with an ability to articulate findings succinctly

Preferred Qualifications

• Communicate effectively with peers and leadership to discuss process and procedures, new initiatives, stay aligned and gain agreement; talk through and resolve differences of opinion and personality conflicts in an effective and professional manner
• Effectively deliver feedback to peers and management
• Makes space to listen, learn, and amplify diverse perspectives and experiences

Additional Requirements

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• Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.