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Product Support Engineer - Wallet and Apple Pay

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 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

Full time
Cupertino, CA

Published on 04/15/2021

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