Technical Support Admin Analyst

at  Apple

SUMMARY

Posted: Oct 15, 2024
Role Number:200573708
Imagine what you could do here! The people here at Apple don’t just create 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. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Join Apple, and help us leave the world better than we found it! The B&PS TSA team is looking for experienced individuals who are passionate about driving a great customer experience. TSA Analysts are critical to the success of Apple’s Maps Collection program and AppleCare’s global service partners and contact centers.

DESCRIPTION

The Technical Support & Administration team is responsible for providing technical support for Maps Collections field teams and systems as well as providing administrative support to grant access to tools and systems. In addition to this, the TSA team is responsible for administrative tasks such as, partner and individual access for GMACC and GSX, the removal of PII & PHI from AppleCare tools and systems, and ad-hoc provisioning for AC Contact Center. Additional Responsibilities: - Provide technical troubleshooting support for 3rd party equipment and software - Analyze issues reported and effectively triage to appropriate support teams - Work with support teams to drive systemic issues to closure - Inform customers of resolved issues in a timely manner - Ensure comprehensive completion of tool access and contract administrative requests - Perform and / or escalate PII removal requests to remove sensitive data from AppleCare systems

• Able to work Monday through Friday during the hours of 7am - 9pm CST. This schedule is subject to change based on business needs and the flexibility to work overtime is expected. This may include working evenings, weekends, or non-consecutive shifts.
• Experience providing maps collections systems support for field techs
• Experience working in SAP, GMACC, Core, & Radar
• Experience using data analysis tools (e.g., Excel, SQL, Snowflake) with familiarity with business intelligence software (e.g., Tableau, GBI).
• Experience supporting Business to Business customers

PREFERRED QUALIFICATIONS

• Ability to effectively develop trusted relationships with peers and cross-functional stakeholders.
• Excellent verbal and written communication skills and the ability to effectively communicate findings and recommendations to stakeholders.
• Excellent analytical and problem-solving abilities.
• Great sense of urgency and customer focus
• Ability to use balanced judgement, available tools, and resources to provide the best solutions
• Makes space to listen, learn, and amplify diverse perspectives and experience
• Actively seeks out opportunities to champion and celebrate inclusion and diversity

ADDITIONAL REQUIREMENTS

More

• 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.

• Able to work Monday through Friday during the hours of 7am - 9pm CST. This schedule is subject to change based on business needs and the flexibility to work overtime is expected. This may include working evenings, weekends, or non-consecutive shifts.
• Experience providing maps collections systems support for field techs
• Experience working in SAP, GMACC, Core, & Radar
• Experience using data analysis tools (e.g., Excel, SQL, Snowflake) with familiarity with business intelligence software (e.g., Tableau, GBI).
• Experience supporting Business to Business customer