Production Support Analyst

Austin, TX
  • Job Code
    200081309
Summary

Summary

Posted: Jul 23, 2019

Weekly Hours: 40

Role Number: 200081309

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

Do you love digging deep into details and resolving challenging issues? Do you have a real passion for providing an extraordinary customer experience? The People Business Process Re-engineering (BPR) Production Support team is looking for you! You're a problem solver and easily connect with customers! You exceed their expectations with your guidance, knowledge, and real passion for technology. You're intrigued by the way things operate, and have the ability to figure out how technology works when things go wrong. You can multitask across systems and applications, analyze, isolate and resolve a variety of complex issues, and comfortably navigate a technical environment. You effortlessly engage, explaining step by step solutions with patience and an approach tailored to each individual customer. You're not only here to help fix technical issues, but also provide an incredible customer experience.

The People Production Support Analyst is responsible for providing professional, accurate and timely support to Apple employees, vendors and partners, related to our People systems. You will be responsible for tier 2 support, troubleshooting, documenting, resolving, raising and tracking escalated issues. You will partner with the IT organization to resolve immediate issues and identify resolve root cause.

This position is on site in Austin, Texas

Key Qualifications

  • Self-motivated and ability to work as part of a global team
  • Excellent written and verbal communication skills
  • Ability to maintain composure and customer-service focus in stressful situations
  • Strong troubleshooting, critical thinking and problem solving skills
  • Confident decision-making using sound judgement
  • Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment
  • Strong organizational skills
  • Excellent time management and multi-tasking skills
  • Experience in HR processes and systems
  • Experience with using a CRM system for tracking technical support cases
  • Experience utilizing knowledge base system

Description

In this role you will work with end users, IT professionals, HR professionals and other members of the People BPR team, you will provide technical support via telephone, chat, email, and ticketing system. You will perform impact assessment and troubleshooting while documenting problems, fixing, and resolutions. You'll manage escalated support cases through resolution. Responsibilities include:
- Triaging critical issues from Helplines or end users
- Analyzing issues to determine immediate resolution or working with IT to resolve root cause
- In depth analysis and auditing of data
- Participating in user acceptance testing for system releases
- Participating diverse projects, enhancements and support roll out of new employee systems
- Manage small projects resulting from identified issues

Education & Experience

Minimum of BA/BS or equivalent is required.

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Production Support Analyst

Apple, Inc.
Austin, TX

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