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
• Installation, troubleshooting and use of an array of macOS or iOS applications
• 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 macOS and iOS applications such as Microsoft Office 365
• Experience with the technologies used in Mobile Device Management (MDM)
• Technical proficiency, with an innate ability to acquire new technical skills and apply these new skills to your support role.
• 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

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

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 receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco's flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco's Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

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 with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

---