About the position
At Apple, we believe that dedication, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire. By focusing on the smallest of details, we can make a huge impact with our customers! Building this environment starts with you! The Health Escalation Analyst team supports health regulated cases. They research, review, interpret, and analyze case notes to determine the root cause of the issue. Analysts work as liaisons between health advisors and the post market team. They ensure that cases are prepared for the Post Market Health Team to take over.
Responsibilities
- Proving step by step instructions for our Health Support Specialists
- Summary of resolution provided to the Post Market Health Team
- Data entry and tracking of case reviews
- Respond to health regulated cases
- Prepare cases for review and closure
- Analyze trends in the regulated product support line of business
- Identify any outlying issues and suggest actions for resolution
- Analyze Advisor behavioral and proficiency trends
- Provide customer support for unregulated & regulated Apple health products and software
- Foster a culture where everyone feels seen, heard and inspired to do their best work
Requirements
- Minimum of 2 years working on the AppleCare health team is required
- Ability to work Monday-Friday between the hours of 8AM-9PM Central time, with flexibility to work outside of those hours as needed
Nice-to-haves
- Listening to sensitive customer issues
- Attention to specific health details and the ability to resolve or advance in a timely manner
- Health Escalation and Analyst experience preferred
- Conducting research using all our available resources
- Analyzing and diagnosing customers technical issues
- Keeping records of customer interactions into appropriate work systems
- Providing clear and concise descriptions of all issues regarding regulated health products
- Create procedures and set expectations for redaction of sensitive customer information
- Ability to understand medical device regulations and requirements
- Makes space to listen, learn, and amplify diverse perspectives and experience
- Actively seeks out opportunities to champion and celebrate inclusion and diversity
