Leader, Apple Help Desk
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Meet the Team
As the leader of the Sydney-based Apple Support Team, you'll lead a passionate team of Apple Technical Advisors responsible for world-class troubleshooting and technical support experiences designed from the ground up for Apple users at Cisco.
You will partner with your global peer leaders while also working in tandem with Cisco's Engineering and Knowledge Management teams as well as fellow leaders across the globe all working to address issues to keep Cisco employees online and productive.
Your Impact
* Lead a team of talented Apple technical advisors supporting global Cisco employees remotely (via chat and phone)
* Maintain team schedules and monitor queues to ensure appropriate staffing
* Monitor team dashboards as well as quality of calls and chats ensuring an excellent user experience
* Coach and mentor your team to encourage continuous improvement
* Ensure on time completion of required up-skilling courses and other tasks
* Lead with positivity and heart as you engage your team and other Cisco employees during their support journey
* Be a team player, a mentor and support resource for your team
* Stay up-to-date with Apple technology through internal training opportunities and monitoring technical publications, industry trends and report on trending issues
* Communication, teaming and alignment with your global peer leaders to ensure consistency in support experiences and performance expectations
* Collaborate with the Knowledge Management team to improve support content for advisors and end users
* Communicate with engineering teams to find solutions and escalate issues
* As needed, join your team and engage global Cisco employees via chat and phone to support technical issues on their Mac. Issues such as:
* MacOS or iOS upgrades and setup
* Authentication and password reset
* Network connectivity and VPN
* Mobile Device Management (MDM) enrollment
* Installation, troubleshooting and use of an array of macOS or iOS applications
* Facilitate hardware repair
* Question everything-look for opportunities to improve processes, outcomes and user experiences.
Minimum Qualifications
* Ability to read, write, and speak fluently in English
* A minimum of two years leading a technical support or customer service-focused team.
* A minimum of two years of professional technical troubleshooting expertise is required.
* Experience monitoring and coaching team members through the use of Key Performance Indicators (KPIs), Net Promoter Score (NPS) or Customer Satisfaction (CSAT) metrics
* Experience in customer service or technical troubleshooting via phone and chat.
* Ability to work independently, multitask and prioritize tasks.
* Ability to convey technical ideas and troubleshooting information to a nontechnical audience.
* Experience in the use, set up and troubleshooting of macOS and iOS in a business environment
* Experience with macOS and iOS applications such as Microsoft Office 365
* Experience with the technologies used in Mobile Device Management (MDM)
* Technical proficiency, with an innate ability to acquire new technical skills and apply these new skills to your support role.
* Excellent (English) oral and written communication skills.
* Flexible to work between the hours of 7:00 a.m. and 7:00 p.m AEST in a hybrid work setting.
Preferred Qualifications
* Ability to read, write, and speak fluently in Japanese, Korean, and/or Mandarin
* Apple IT Certifications
* Experience with IT Ticketing Systems
Why Cisco?
At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.
Seniority Level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Software Development
Location and Salary
Sydney, New South Wales, Australia A$90,000.00-A$110,000.00
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