18 days old

AppleCare Agreements Analyst

Austin, TX
  • Job Code


Posted: Jan 17, 2020

Weekly Hours: 40

Role Number:200140739

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 supports 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 Channel Service Support (CSS) is looking for an ambitious Analyst to support Agreement activities in our Analytics team. The ideal candidate will utilize his or her eye for business, process knowledge and analytical skills in order to deliver creative, valuable solutions to the Agreements team.

The successful candidate will be responsible for supporting AC+ and AppleCare Solutions enrollment issue escalations and administrative tasks related to Agreements, with a main focus on analysis of AppleCare agreements/warranties processes and systems. This position will require a high degree of collaborative effort and multi-functional work with other groups. This role is expected to operate with a high degree of initiative, creativity, and leadership within division or department policy guidelines using independent judgment in achieving assigned objectives

The Business Analyst will play a key role in producing measurable improvements for the CSS teams by preserving and improving the customer experience, identifying solutions and mitigating risks. This will be achieved through process mapping, root cause analysis, process improvement recommendations, execution of operational strategies, and providing data-driven models to support the decision-making process.

The Business Analyst must be adept in the use of statistical tools and techniques to be able to identify process gaps, recommend solutions to allow for data-driven decision making, and have the ability to clearly and concisely articulate findings to senior leadership. A passion for driving quality is a must

Key Qualifications

  • 3-5 years of comparable work experience
  • Experience with SAP preferred
  • Strong to advanced knowledge of Excel
  • Experience in reporting, data mining, and ad hoc analysis
  • Strong written and verbal communication skills
  • Adaptive and flexible to changing technologies, process and environments
  • Ability to work and make decisions with minimal supervision
  • Teammate, reliable, and dependable
  • Strong leadership skills & project management experience a plus
  • Exemplary professional demeanor, resourcefulness, flexibility, and self-motivation
  • Ability to maintain a positive attitude in high stress/fast paced work environment
  • Ability to work non-standard business hours such as evenings or weekends as required


Achieve and maintain a comprehensive understanding of AppleCare business, transaction handling, procedures, and systems. Examine and analyze transactions and case history to resolve Agreement issues and escalations. Make sound decisions based on a mixture of analysis, experience, and judgment; proactively seek out expertise to assist in sound decisions

Identify potential problems by monitoring trends in transaction errors or through analysis of reporting. Isolate and identify gaps and errors in system functionality as it relates to business process and programs. Work multi-functionally with other Apple departments to ensure business needs are addressed. Provide data as required by management for periodic status reporting

Meet minimum team standards and understand the goals of the CSS organization; actively participate in the achievement of those goals. Establish, document, stage and transition processes as needed. Ensure detailed implementation of new processes and procedures by validating completion of training materials and process documents

Accurately scope out length and difficulty of tasks and components of projects. Break work down into process steps, anticipating and adjusting for problems and roadblocks. Recognize and act on opportunities for automation, integration and standardization of global processes. Participate in user acceptance testing

Education & Experience

BA/BS degree or equivalent experience required
MBA or Masters a plus

Additional Requirements

Posted: 2020-02-05 Expires: 2020-03-05

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AppleCare Agreements Analyst

Apple, Inc.
Austin, TX

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