What are the responsibilities and job description for the AppleCare Developer Support Escalation Specialist position at Apple?
Summary
Posted:
Role Number:200594509
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 create products - they create the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspire the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. 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. Join Apple, and help us leave the world better than we found it!
The AppleCare Partner Relations team is searching for an individual to fill the role of AppleCare Developer Support Escalation Specialist. This role involves working cross-functionally to resolve complex Developer issues that have been escalated from within AppleCare, Developer Relations Partner Managers, App Store Operations, and other internal teams. Developer Support Escalation Specialists will need to leverage an in-depth understanding of the Developer program and experience, and use that knowledge to determine a path to resolution. They will partner with Apple organizations and systems needed to handle escalations and improve the overall experience.
Description
In this role you will be independently performing the following functions.
- 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
Minimum Qualifications
- 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.
Key Qualifications
Preferred Qualifications
- BA/BS degree plus 3-5 years of relevant experience
- Participation in a Career Experience or rotational role with WW Developer Relations
Education & Experience
Additional Requirements
Pay & Benefits
- At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $64,700 and $97,000, and your base pay will depend on your skills, qualifications, experience, and location.
Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
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.
Salary : $64,700 - $97,000
