Global Contact Delivery Support Analyst
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Job Location:
Austin, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
20 days ago
Vacancies:
1 Vacancy
Job Summary
The AppleCare Contact Delivery Support team serves as the central hub for AppleCare. Our primary objective is to facilitate seamless and efficient connectivity for customers seeking assistance. We are actively seeking a proactive and analytical problem-solver to join our team as a CDS this role you will be a guardian of the customer experience acting as a monitor an expert troubleshooter and a key operational partner. You will dive deep into data to identify system-level issues impacting our contact delivery lead incident response efforts to drive rapid resolution and collaborate across the organization to build a more resilient support ecosystem. This is a role for someone who thrives on making a tangible immediate impact in a dynamic global environment.
- 3 years of experience in a relevant role such as Support Operations Technical Support NOC Analyst or Systems Analyst.
- Strong understanding of core contact center metrics (e.g. Service Level AHT Occupancy) and the operational levers that influence them.
- Demonstrated experience with data visualization tools (Tableau GBI etc)
- Proven ability to work in a fast-paced ambiguous environment taking ownership of issues and driving them to resolution with minimal supervision.
- Experience in an incident management or technical troubleshooting capacity.
- Excellent communication and presentation skills with the ability to convey complex technical information clearly and concisely to both technical and non-technical audiences.
- Exceptional attention to detail and the ability to manage multiple competing priorities effectively.
- Experience with contact center telephony and routing platforms (Genesys Amazon Connect etc.).
- Experience in data analysis and querying. Proficiency in SQL
- Familiarity with programming or scripting languages for data analysis (Python R).
- Experience working in a large-scale global enterprise environment.
- Bachelors degree in a technical or analytical field or equivalent experience.
Required Experience:
IC
Key Skills
- IT Experience
- Problem Management
- Desktop Support
- Citrix
- Mobile Devices
- Windows
- Customer Support
- Help Desk
- Operating Systems
- Technical Support
- Troubleshooting
- Application Support
About Company
Ask Siri to name the most successful company in the world and it might respond: Apple. And it's not just out of familial pride. Apple consistently ranks highly in profit, revenue, market capitalization, and consumer cachet. In 2018, the company became the first reach a trillion dollar ... View more
