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Product Support Engineer - Wallet and Apple Pay

Company: Apple
Location: Cupertino
Posted on: May 3, 2021

Job Description:

Product Support Engineer - Wallet and Apple Pay Santa Clara Valley (Cupertino),California,United States Support and Service + Minimum 5+ years of technical support experience + Deep knowledge and experience in supporting servicing processes and procedures + Experience in improving customer servicing solutions in partnership with vendor management, business analytics, and contact center operations + Passion for digging deep into a subject matter area + Ability to unify diverse teams and utilize outstanding influencing skills while collaboratively working towards results + Analytical and creative problem solver + Knowledge of Apple Pay and wallet features in iOS, macOS, and watchOS systems + Familiarity with Apple apps and the Apple product ecosystem + Ability to translate technical topics into customer-facing content + Outstanding communication and presentation skills, written and verbal, to all levels of an organization + Excellent verbal and written proficiency in EnglishDescription- Research, investigate, and provide high quality guidance on product issue escalations - Partner with business analytics and reporting teams to quantify overall support impact - Work with a global mentality to ensure in-region and out-of-region product issues are investigated and matched with the best possible response plan - Partner with Product Support Readiness to design issue classifications, reporting, and integrate historical product feedback - Streamline Advisor workflow and procedures in order to improve the customer journey - Provide technical expertise to Apple Support Advisors on troubleshooting, customer guidance, and resolution positioning - Collaborate with Apple Engineering and third party partners to investigate top issues, refine servicing models, and prioritize engineering solutions for wallet products and the Apple Pay platform - Share customer insights to improve quality, usability and reduce support costs - Identify areas for research and conduct investigative analysis to understand the underlying product issues - Some business travel is requiredEducation & ExperienceB.A./B.S./M.S. in Engineering, Analytics, or Finance-related degree preferred, or relevant work experienceAdditional RequirementsApple FooterApple 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 (Opens in a new window) . Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) . Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If youre applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area. Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) . Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .

Keywords: Apple, Cupertino , Product Support Engineer - Wallet and Apple Pay, Other , Cupertino, California

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