US-Technical Expert

Apple•Santa Clara, CA

1d•Onsite

About The Position

As a Technical Expert in Apple Retail, you use extensive functional troubleshooting skills to help customers and inspire excitement about Apple products and services. You perform repairs on iPhone and other Apple products as needed, explain repair options, and educate customers about Apple products and services. You exemplify a skilled technician and share knowledge across the team. You maintain current knowledge of Apple products, services, and Genius Bar repair processes and procedures to support efficient, high-quality repairs. You support customers with care and empathy, troubleshoot and resolve select hardware and software concerns, and help customers understand relevant products, services, and ways to buy. You work with team leaders to identify recurring repair problems and other service concerns, and provide feedback to Apple. You may also support customer-facing activities on or off the sales floor. You contribute to an inclusive environment, respect differences, remain curious, and demonstrate Apple’s values of inclusion and diversity in your daily work. The schedule is based on business needs and may include nights, weekends, and public holidays, subject to local laws and approved accommodations.

Requirements

Experience in retail or sales, or related work experience.
Experience troubleshooting hardware and software issues in a customer service environment.
Visual inspection and fine motor skills to safely perform hardware repairs.
Availability to work a schedule based on business needs that may include nights, weekends, and public holidays, subject to local laws and approved accommodations.
Ability to demonstrate technical expertise in Apple products and services, including device repair.
Ability to analyze problems and follow troubleshooting steps to identify root causes.
Ability to resolve customer concerns with care and clearly present technical problems and solutions.
Effective communication skills and ability to tailor communication to different audiences.
Ability to work in a fast-paced environment, sometimes under tight deadlines and pressure, while supporting multiple customers.
Ability to work collaboratively and demonstrate shared responsibility and accountability.

Responsibilities

Stay up to date on Apple products, services, and Genius Bar repair processes and procedures.
Support customers experiencing Apple product or software issues with care and empathy, using Apple-provided tools and resources.
Troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software.
Explain repair options and educate customers about Apple products and services.
Understand customer needs, identify ownership opportunities, recommend products and services, and explain relevant ways to buy.
Work with team leaders to identify recurring repair problems and other service concerns, and provide feedback to Apple.
Use knowledge of hardware and software components to identify possible sources of technical issues and educate teammates.
Support customer-facing activities on or off the sales floor as needed.
Share knowledge, experiences, and insights with the broader team.
Contribute to an inclusive environment and demonstrate Apple’s values of inclusion and diversity.
Attend work reliably as scheduled.