Wireless Lead

Summary

Posted: Feb 6, 2020

Weekly Hours: 40

Role Number: 200060894

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. This position is responsible for driving 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 and supporting product launches of wireless devices.

Key Qualifications

  • 5+ years of experience in a customer service, carrier sales role or enterprise environment provisioning
  • Strong written and verbal communication skills
  • Ability to work independently
  • Willingness to operate in a dynamic environment
  • Mastery of content and decision ownership
  • Ability to lead, develop and coach
  • Proactive work ethic, strong relationship-building skills, sharp analytical skills
  • Record of innovation, responsibility and critical thinking
  • Proficient in supporting cellular provisioning for Apple Watch and eSIM
  • Working knowledge of wireless networks such as LTE, GSM, UMTS and CDMA and 5G
  • Understanding of VoLTE (Voice over LTE) and WiFi calling technologies
  • Ability to balance client critical issues efficiently
  • Experience developing and/or working in a case/ticketing system


Description

Oversee the operational day-to-day workflow to provision cellular service requests to support corporate employees and groups with specific cellular needs. Manage wireless service providers for all day-to-day technical support and troubleshooting to resolve issues. Mentor and lead team members to achieve established goals and objectives Drive results and hold team accountable. Serve as 'go-to' person who will make valuable contributions in complex situations. Proactively implement process improvements to mitigate risk Influence change out of scope of work Act as subject matter expert in technical Wireless concepts Work closely with Engineering teams to provide activation support during pre-launch and post- launch phases of testing for new wireless features and technologies. Collaborate with Development team on technical direction to improve the user experience on the Apple Wireless Builds the FAQ instructions for end users on improvements and new product offerings

Education & Experience

BS/BA (or equivalent work experience).

Additional Requirements


Back to top