US-Technical Expert

Apple • Omaha, NE

1d • Onsite

About The Position

Apple Retail Technical Experts use extensive functional troubleshooting skills to help customers with Apple products and services and deliver 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. The role exemplifies skilled technical work and includes sharing knowledge across the team.

Technical Experts maintain current knowledge of Apple products, services, and Genius Bar repair processes and procedures to support efficient, high-quality repairs. They troubleshoot, diagnose, repair, and resolve concerns involving select Apple hardware and software, using Apple-provided tools and resources while supporting customers with care and empathy. They also identify customer needs, present relevant product and service recommendations, and educate customers about ways to buy.

The role works with team leaders to identify recurring repair problems and other service concerns and provide feedback to Apple. Technical Experts use their knowledge of hardware and software components to identify possible sources of technical issues and educate teammates. Other duties may include supporting customer-facing activities on or off the sales floor. The position contributes to an inclusive environment and demonstrates Apple’s values of inclusion and diversity.

Requirements

• Experience in retail or sales, or related work experience.
• Visual inspection and fine motor skills to safely perform hardware repairs.
• Experience troubleshooting hardware and software issues in a customer service environment.
• Availability to work a schedule based on business needs that may include nights, weekends, and public holidays, and reliable attendance as scheduled, in line with local laws and approved accommodations.

Nice To Haves

• Demonstrated technical expertise in Apple products and services, including device repairs.
• Ability to analyze problems and follow troubleshooting steps to identify the root cause of technical issues.
• Ability to solve customer concerns with care, learning, and clear explanations of technical problems and solutions.
• Effective communication skills and ability to adapt communication style to different audiences.
• Ability to support and educate the broader team by sharing knowledge, experiences, and insights.
• 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.

Responsibilities

• Maintain extensive, up-to-date knowledge of Apple products, services, and Genius Bar repair processes and procedures.
• 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.
• Understand customer needs, identify ownership opportunities, present product and service recommendations, and educate customers on 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 others on the team.
• Support other tasks as needed, including customer-facing activities on or off the sales floor.
• Contribute to an inclusive environment by respecting differences, learning from others, and demonstrating Apple’s values of inclusion and diversity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed