15 days old

Wireless Analyst

Cupertino, CA
  • Job Code


Posted: May 17, 2019

Weekly Hours: 40

Role Number: 200060894

Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.

This position is responsible for processing Apple's Wireless Support day to day activities, with a goal of optimizing customer service to internal employee wireless users, collaborating with wireless carrier partners, supporting product launches of wireless devices. Adheres to the operation is in accordance with the established procedures and practices. Performs work flow though ticketing system. We are looking for someone with strong problem-solving, analytical, and interpersonal skills, who has experience working with wireless carriers

Key Qualifications

  • - BS/BA (or equivalent work experience)
  • - 6+ years experience in a customer service, carrier sales role or enterprise environment provisioning
  • - Working knowledge of of wireless networks such as LTE, GSM, UMTS and CDMA and familiar with 5G
  • - Understanding of VoLTE (Voice over LTE) and WiFi Calling technologies
  • - Proficient in supporting cellular provisioning for the Apple Watch and eSIM
  • - Ability to clearly and effectively communicate in English
  • - Ability to analyze, troubleshoot and resolve issues of varying complexity with minimal supervision
  • - Ability to manage client escalations effectively
  • - Experience developing and/or working in a case/ticket management system
  • - Domestic or International billing experience a plus
  • - Leading a team in a Wireless role a Plus

- Manages the operational day-to-day workflow to provision cellular service requests to support corporate employees and groups with specific cellular needs
- Manages wireless services providers for all day-to-day technical support and troubleshooting to resolve issues
- Orders the following equipment from the carriers: Mobile Devices, Mobile Equipment, Data Cards and SIM Cards
- Works closely with Engineering teams to provide activation support during pre-launch and post-launch phases of testing for new wireless features and technologies
- Collaborates with engineering and carrier personnel to troubleshoot issues during pre-and post launch testing
- Collaborates with the Development team on technical direction to improve the user experience on the Apple Wireless website
- Creates FAQ instructions for end users on enhancements and new product offerings
- Manages the Wireless International Loaner Program
- Interfaces regularly with wireless services providers to resolve issues, gather information, and handle account activities/performance
- Works on special project assignments to provide diverse wireless services to other organizations
- Builds and manages relationships with key users and administrators ensuring high levels of customer satisfaction and beneficial service delivery

Education & Experience
- BS/BA (or equivalent work experience)

Additional Requirements

  • This position requires strong customer service, problem-solving, analytical, and verbal and written communication skills; Technical knowledge of wireless devices and carrier provisioning systems; Knowledge of help desk processes and best practices; Ability to work with and solve simple to complex wireless issues for internal customers at all levels of the organization; Demonstrated ability to collaborate effectively with wireless providers and inspire action and problem resolution

Posted: 2020-02-06 Expires: 2020-03-06

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Wireless Analyst

Apple, Inc.
Cupertino, CA

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