US-Technical Expert
About The Position
Apple Retail Technical Experts use extensive troubleshooting skills and product knowledge to help customers and deliver an Apple retail experience. They troubleshoot, diagnose, repair, and resolve service concerns involving select Apple hardware and software, including performing repairs on iPhone and other Apple products as needed. They explain repair options and educate customers about Apple products and services, while sharing technical knowledge with the team. The role requires staying current on Apple products, services, and Genius Bar repair processes and procedures. Technical Experts support customers with care and empathy, identify product and service recommendations, communicate recurring repair problems and service concerns to team leaders, and help educate colleagues. They may also support customer-facing activities on or off the sales floor. Team members are expected to 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 schedule based on business needs that may include nights, weekends, and public holidays, and to reliably attend work 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 with care and learning, and to clearly present technical problems and solutions.
- Effective communication skills and ability to tailor communication 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 in a team and demonstrate shared responsibility and accountability.
Responsibilities
- Stay 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.
- 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 educate customers on 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 potential sources of technical issues and educate others on the team.
- Support other tasks as needed, including customer-facing activities on or off the sales floor.
- Contribute to an inclusive environment by respecting differences and remaining curious about others.
- Demonstrate Apple’s values of inclusion and diversity in daily activities.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
