Customer Support
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Customer Support
Ref No.: 18-02743
Location: Cupertino, California
Position Type:Right to Hire
Start Date: 03/15/2018
Title: Senior Customer Support/Analytics
Type: 6 Month Contract to Hire
Location: Cupertino, CA

Job Description:

This is support of non-technical and technical users to high-level curated dashboards. Please note: this role is focused on INTERNAL support, not outside user support. The ideal candidate will work cross functionally with the marketing, sales, and engineering teams to provide support of iTunes data analytics. This person will shape the way we handle internal support, handle process and program management experience, and user documentation.

Key Qualifications:
- Excellent communication skills, both written and oral, including the ability to convey complex requirements in a clear, concise and credible manner
- Strong prioritization and project management skills, including timely and proactive communications of timelines, status, issue escalation
- Strong out-of-the-box thinking and a curious mind
- Perform root cause and impact analysis to investigate issues and make recommendations for potential solutions
- Ability to deliver high quality results while working in a fast paced & dynamic environment
- Strong SQL knowledge
- Extreme attention to detail and ability to self-manage work
- Customer focus and relentless passion for supporting a diverse and growing set of users and needs
- Desire to find creative and flexible solutions to tackle complex processes

Day to day:
- Administer user permissions and facilitate user access reviews
- Log support queries and requests, assist in creation of a functional knowledge base
- Facilitate organization and resources for support for new datasets, tool features
- Develop creative solutions and help implement automation to scale support systems and processes
- Present findings to stakeholders, internal teams, important players within Apple

Education:

Bachelor's degree or equivalent work experience in Analytics, Management Sciences, Business Information Systems, or related fields.