http://jobs.apple.com/index.ajs?method=mExternal.showJob&RID=44301
Requisition Number 4756245
Job title Data Analyst for AppleCare
Location Santa Clara Valley
Country United States
City Cupertino
State/Province California
Job type Full Time
Job description The AppleCare Support Analyst is responsible for providing accurate an actionable data and analysis to the AppleCare Support business in its goal to provide Apple customers with an industry-leading, world- class support experience. In particular, the analyst assesses ongoing support quality, new program effectiveness, and evaluates product feedback captured in customer systems.
The candidate must be highly analytical, detail- oriented, technically savvy, and should possess a broad understanding of business goals, and a keen ability to determine the precise meaning of data and it's potential impact to the business. The candidate must be proficient in SQL and have experience with other reporting/ analytics tools. The candidate must possess excellent communication skills, and be comfortable presenting to all levels of executives. The ideal candidate will also have experience in a contact center environment.
Responsibilities include:
-Performing and developing strategic analysis to help support AppleCare business goals.
-Producing data-driven analysis to solve business problems.
-Engage in business initiatives to ensure the impact of changes will be measurable.
Qualifications include:
-Strong analytical skills and intuition.
-Broad-minded, with scrupulous attention to detail.
-Understanding of statistical measures.
-Ability to manage multiple tasks concurrently, including complex projects.
-Outstanding communication skills, both verbal and written.
-A strong academic record and 5+ years of experience (or an advanced degree).
-Advanced SQL skills and an understanding of the benefits and drawbacks of other reporting/analytics tools.
-Contact center experience preferred
-SAS or other statistical tools