Product Support Engineer - Wallet and Apple Pay

Cupertino, CA 95014
  • Job Code
    200237936
Summary

Summary

Posted: Apr 20, 2021

Weekly Hours: 40

Role Number:200237936

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, an...Summary

Summary

Posted: Apr 20, 2021

Weekly Hours: 40

Role Number:200237936

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 craft 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. Join Apple, and help us leave the world better than we found it.

AppleCare is seeking an experienced project manager to assist with support engineering functions including support development for new functionality, new products, and market expansion to the wallet and Apple Pay platform. Within this role you will work cross functionally with Apple Pay Program Management, Operations, Engineering, and Product Marketing as well as with payment networks, issuers and acquirers to help define and deliver outstanding customer support. You will work in close partnership with the Business and Engineering teams, representing AppleCare and leading large-scale projects that support the best customer experience for Apple and its partners.

The applicant must have the ability to analyze data sets and extrapolate trends, efficiently communicating the customer impact and compelling resolutions to diverse audiences. Experience and subject matter expertise in financial servicing, digital wallet, and the mobile payments landscape is helpful, but not required.

This role is based out of Santa Clara Valley, CA or Austin, TX.

Key Qualifications

  • 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 English

Description
- 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 required

Education & Experience

B.A./B.S./M.S. in Engineering, Analytics, or Finance-related degree preferred, or relevant work experience

Additional Requirements

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Product Support Engineer - Wallet and Apple Pay

Apple, Inc.
Cupertino, CA 95014

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