US-Technical Expert

Apple•Santa Clara, CA

About The Position

As a Technical Expert in Apple Retail, you use extensive troubleshooting skills to help customers and inspire enthusiasm for Apple products and services. You perform repairs on iPhone and other Apple products as needed, explain repair options, and educate customers about Apple products and services. You exemplify skilled technical work and share knowledge with the team. You maintain current knowledge of Apple products, services, and Genius Bar repair processes to support efficient, high-quality repairs. You support customers experiencing hardware or software issues with care and empathy, using Apple-provided tools and resources. You troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software. You identify customers’ needs, recommend relevant products and services, and explain ways to buy. You also help identify recurring repair issues, relay feedback to Apple, support other team members with technical knowledge, and may assist with 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

Be available 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.
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.

Nice To Haves

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 explain technical problems and solutions clearly.
Communicate effectively and tailor 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 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.
Explain repair options and educate customers about Apple products, services, and relevant ways to buy.
Identify customer needs and present suitable product and service recommendations.
Work with team leaders to identify recurring repair problems and service concerns and provide feedback to Apple.
Use knowledge of hardware and software components to identify possible sources of technical issues and educate teammates.
Share knowledge, experiences, and insights with the broader team.
Support customer-facing activities on or off the sales floor as needed.
Contribute to an inclusive environment by respecting differences and demonstrating curiosity to learn.