AppleCare Support Engineering - Apple Account Response DRI

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You will closely monitor top support issues after product launch, identifying gaps across all global Support tiers and leveraging available support tools and resources to better support new features. As DRI, you also own responding to escalations from Apple Support teams worldwide, delivering workarounds and resolutions, and driving root cause fixes for issues. You thrive on analyzing data and trends to identify opportunities and making recommendations for improving the overall customer experience, working closely with Apples Support organizations, Quality Assurance, Engineering, Systems Administrators, and Marketing.Bachelors degree, or equivalent experience, with 8 years of applicable professional experienceA high technical acumen, including the ability to analyze a variety of client-side and server-side logs.Strong quantitative and qualitative analytical skills, fueled by the tenacity to resolve problems quickly.Demonstrated ability to manage a high workload and multiple responsibilities within strict deadlines.Excellent organizational skills.Impeccable communication skills, including the ability to adapt communication style to meet the needs of different audiences.Capable of determining direction and creating processes for teams supporting customer issues related to Apple AccountDemonstrated ability to properly isolate, diagnose, and troubleshoot complex account systems or cloud-computing services.An acute understanding of all Apple products, especially Apple’s online services, and Internet businesses in general.Familiarity, or previous support of, Apple Account or iCloud related customer issuesKnowledge of web technologies, including HTML, JavaScript, and XML.Project management or related experienceExperience reviewing server side logs to identify root cause of technical issues

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