Leader, Apple Help Desk

**Meet the Team**:
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 escalate 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
- 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 the technologies used in Mobile Device Management (MDM)
- 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**

WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do

U.S. employees have **access** to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment