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'll 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 solve issues to keep Cisco employees online and productive.
Your Impact
Lead a team of talented Apple technical advisors supporting global Cisco employees 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 education and other timebound tasks
Display excellent leadership abilities and exude positivity as you engage your team and other Cisco employees during their support journey
Be a team player, a coach and support resource for your team
Monitor and report trending issues
Stay up to date with Apple technology through internal training opportunities and monitoring technical publications and industry trends
Communication, teaming and alignment with your global peer leaders is critical 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 elevate 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
#WeAreCisco
Sign up to receive notifications of similar jobs
#J-*****-Ljbffr