US-Technical Expert

Apple•Emeryville, CA

15h•Onsite

About The Position

Apple Retail Technical Experts use extensive functional troubleshooting skills to help customers with Apple products and services and create an only-at-Apple experience. They perform repairs on iPhone and other Apple products as required, explain repair options, and educate customers about Apple products and services. They model skilled technical work and share knowledge across the team, while keeping current on Apple products, services, and Genius Bar repair processes and procedures to support efficient, high-quality repairs. Technical Experts support customers experiencing Apple product or software issues with care and empathy, using Apple-provided tools and resources. They troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software. They also seek to understand customer needs, identify ownership opportunities, recommend products and services, and explain relevant ways to buy. In collaboration with team leaders, they identify recurring repair problems and other service concerns and ensure feedback reaches Apple. They may also support customer-facing activities on or off the sales floor. The role contributes to an inclusive workplace by respecting differences, learning from others, and demonstrating Apple’s values of inclusion and diversity in daily work. The schedule is based on business needs and may include nights, weekends, and public holidays. Reliable attendance as scheduled is expected, 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 sufficient to safely perform hardware repairs.
Ability to demonstrate technical expertise in Apple products and services, including device repair.
Ability to analyze problems and follow troubleshooting steps to identify the root cause of technical issues.
Ability to address customer concerns with care and explain technical problems and solutions clearly.
Effective communication skills and ability to adapt communication style to different audiences.
Ability to share knowledge and educate the broader team.
Ability to work in a fast-paced environment, sometimes under tight deadlines and pressure, while supporting multiple customers at once.
Ability to work well in a team, demonstrating shared responsibility and accountability.
Availability for a business-needs-based schedule that may include nights, weekends, and public holidays, and reliable attendance as scheduled.

Responsibilities

Keep knowledge of Apple products, services, and Genius Bar repair processes and procedures current.
Support customers with Apple product or software issues using care, empathy, and Apple-provided tools and resources.
Troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software.
Perform repairs on iPhone and other Apple products as required.
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 service concerns and provide feedback to Apple.
Use knowledge of hardware and software components to identify potential sources of technical issues and educate teammates.
Support customer-facing activities on or off the sales floor as needed.
Share technical 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 and work a schedule that may include nights, weekends, and public holidays.