US-Technical Expert

Apple • Littleton, CO

6d • Onsite

About The Position

As a Technical Expert in Apple Retail, you use extensive troubleshooting skills and enthusiasm for Apple products and services to deliver a high-quality 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 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. You support customers with Apple product and software issues, troubleshoot and resolve service concerns for select hardware and software, and use Apple-provided tools and resources. You identify customer needs, recommend relevant products and services, and explain ways to buy. You also help identify recurring repair issues, provide feedback to Apple, and share technical knowledge with teammates. Other tasks may include supporting 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 to work a business-needs-based schedule that may include nights, weekends, and public holidays, and reliable attendance as scheduled, subject to local laws and approved accommodations.

Nice To Haves

• Demonstrated technical expertise with 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 learning, and to explain technical problems and solutions clearly.
• 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 the same time.
• Ability to work well in a team, demonstrating shared responsibility and accountability.

Responsibilities

• Keep current 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, services, and relevant ways to buy.
• Understand customer needs and present appropriate product and service recommendations.
• Work with team leaders to identify recurring repair problems and service concerns, and ensure feedback is provided to Apple.
• Use knowledge of hardware and software components to identify potential sources of technical issues and educate team members.
• 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
• Education Level: No Education Listed