Applecare Developer Support Escalation Specialist
| Company | Apple |
|---|---|
| Location | Austin, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
Requirements
- Experience working with cross-functional teams and organizations.
- Project or process management experience
- Capable of working independently and consistently using independent judgment to resolve cross-functional issues that may be unique, new, or not clearly documented in general resources.
- Deals well with ambiguity and navigating new or undefined situations.
- Excellent verbal and written communication skills, with proficiency in English.
- Strong relationship management skills, with the ability to build relationships across multiple teams and use various resources to research issues and determine solutions.
- Competence in effectively tailoring communication and style to differing audiences.
- Effective time management, including ability to multi-task, organize, and prioritize, across multiple assignments, requests, systems and tools.
- A passion for helping to resolve issues, and provide the pinnacle of customer experience.
- Ability to effortlessly engage, explaining step-by-step solutions with patience and an approach tailored to each individual Developer.
- Capable of discerning when issues are out of scope and need escalation to other organizations or need additional input and approval from higher level decision makers.
- Can resolve complex problems and escalations that require a broad understanding of the functional teams involved and where to find answers.
- Experience working with sensitive data and high-level access to systems and tools.
- Analyze, isolate and resolve a variety of complex issues, and comfortably navigate a technical environment.
- Able to research and analyze information across multiple tools while talking with customers.
- Experience in Developer Support and proficient with Special Review and Developer Support processes and handling.
Responsibilities
- Resolving escalations from AppleCare Partner Relations Developer Support Advisors
- High profile partner management requests or issues
- Legal escalations or cases with high levels of media visibility
- Interact with tools and systems that may contain sensitive data or permissions
- Transactions that involve grey areas, or are not documented, requiring high levels of independent judgment and advanced program knowledge
- Projects involving Advisor procedure development and specialized support issue analysis
- Identify trending issues and collaborate with Content Strategy to determine Developer Support process updates or prepared responses
- Triage and/or manage WW Developer Relations Support Radars and Help Central Tickets
- Support Developer events as needed
- Support in testing Developer systems issues or new features in both production and testing environments
Preferred Qualifications
- BA/BS degree plus 3-5 years of relevant experience
- Participation in a Career Experience or rotational role with WW Developer Relations