US-Technical Expert

Apple•Des Peres, MO

About The Position

As a Technical Expert in Apple Retail, you bring functional troubleshooting expertise and enthusiasm for Apple products and services to deliver an Apple customer experience. You perform repairs on iPhone and other Apple products as required, explain repair options, and educate customers about Apple products and services. You model skilled technical work and share knowledge with the team. You stay current on Apple products, services, and Genius Bar repair processes and procedures to support efficient, high-quality repairs. You assist customers with Apple product and software issues using care, empathy, and Apple-provided tools and resources. You troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software. You understand customers’ needs, identify ownership opportunities, recommend products and services, and explain relevant ways to buy. You work with team leaders to identify recurring repair problems and service concerns and provide feedback to Apple. You use your hardware and software knowledge to identify potential sources of technical issues and educate teammates. You may also support other tasks, including customer-facing activities on or off the sales floor. You contribute to an inclusive environment and demonstrate Apple’s values of inclusion and diversity.

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.
Availability for a schedule based on business needs that may include nights, weekends, and public holidays, and reliable attendance as scheduled, subject to local laws and approved accommodations.

Nice To Haves

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 resolve customer concerns through 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.
Ability to work well on a team and demonstrate shared responsibility and accountability.

Responsibilities

Stay informed about Apple products, services, and Genius Bar repair processes and procedures.
Support customers with Apple product and software issues with care and empathy, using available 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 hardware and software knowledge to identify possible sources of technical issues and educate other team members.
Support other tasks as needed, including customer-facing activities on or off the sales floor.
Contribute to an inclusive environment and demonstrate Apple’s values of inclusion and diversity.