US-Technical Expert

Apple•Pittsburgh, PA

1d•Onsite

About The Position

Apple Retail Technical Experts provide technical expertise and an only-at-Apple customer experience. They troubleshoot, diagnose, repair, and resolve service concerns involving select Apple hardware and software, including performing iPhone and other Apple product repairs as required. They educate customers about repair options, Apple products and services, and relevant purchasing options, while responding to customer issues with care and empathy. Technical Experts maintain extensive knowledge of Apple products, services, and Genius Bar repair processes and procedures to support efficient, high-quality repairs. They exemplify skilled technicians, share knowledge across the team, help identify recurring repair problems and service concerns, and provide feedback to Apple. They may also support customer-facing activities on or off the sales floor. The role contributes to an inclusive environment and demonstrates 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 schedule based on business needs, which may include nights, weekends, and public holidays, and reliably attend work as scheduled, subject to local laws and approved accommodations.
Ability to demonstrate technical expertise in Apple products and services, including repairing devices.
Ability to analyze problems and follow troubleshooting steps to identify the root cause of technical issues.
Ability to resolve customer concerns through care and learning, and clearly present technical problems and solutions.
Effective communication skills and ability to tailor communication style to different audiences.
Ability to work in a fast-paced environment, sometimes under tight deadlines and pressure, while supporting multiple customers simultaneously.
Ability to work well in a team environment and demonstrate shared responsibility and accountability.

Responsibilities

Maintain and deepen 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 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.
Educate customers about repair options, Apple products and services, relevant product and service recommendations, and ways to buy.
Understand customer needs and identify ownership opportunities.
Work with team leaders to identify recurring repair problems and other service concerns, and ensure feedback is provided to Apple.
Use knowledge of hardware and software components to identify possible sources of technical issues and educate other team members.
Support customer-facing activities on or off the sales floor as needed.
Share knowledge, experiences, and insights with the broader team.
Contribute to an inclusive environment, respect differences, and demonstrate Apple’s values of inclusion and diversity.