US-Technical Expert

Apple•Omaha, NE

21h

About The Position

Apple Retail brings together Apple expertise to help people do what they love and deliver an only-at-Apple experience. As a Technical Expert, you use extensive functional troubleshooting skills to inspire enthusiasm for Apple products and services. You perform repairs on iPhone and other Apple products as required, and educate customers about repair options, 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 assist customers with Apple product and software issues with care and empathy, using Apple-provided tools and resources. The role includes troubleshooting, diagnosing, repairing, and resolving service concerns for select Apple hardware and software, as well as understanding customer needs and making relevant product and service recommendations. You work with team leaders to identify recurring repair problems and other service concerns, provide feedback to Apple, and use your hardware and software knowledge to identify potential sources of technical issues and educate team members. 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 in your daily work.

Requirements

Be available to work a schedule based on business needs that may include nights, weekends, and public holidays, and reliably attend scheduled work, subject to local laws and approved accommodations.
Have experience in retail or sales, or related work experience.
Possess the visual inspection and fine motor skills needed to safely perform hardware repairs.
Have experience troubleshooting hardware and software issues in a customer service environment.
Demonstrate technical expertise in Apple products and services, including device repair.
Analyze problems and follow troubleshooting steps to identify the root cause of technical issues.
Resolve customer concerns with care and learning, and clearly present technical problems and solutions.
Communicate effectively and adapt communication style to different audiences.
Support and educate the broader team by sharing knowledge, experiences, and insights.
Work in a fast-paced environment, sometimes under tight deadlines and pressure, while supporting multiple customers.
Work effectively in a team, demonstrating shared responsibility and accountability.

Responsibilities

Maintain extensive, current knowledge of Apple products, services, and Genius Bar repair processes and procedures.
Support customers experiencing Apple product or software issues with care and empathy, using the tools and resources provided by Apple.
Troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software.
Perform repairs on iPhone and other Apple products as required.
Educate customers about repair options and Apple products and services.
Understand customers’ needs, identify ownership opportunities, present product and service recommendations, 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 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 and demonstrating Apple’s values of inclusion and diversity.