US-Technical Expert

Apple • Mishawaka, IN

2d

About The Position

Apple Retail Technical Experts use extensive functional troubleshooting skills and product knowledge to help customers resolve Apple hardware and software concerns. They perform repairs on iPhone and other Apple products as required, explain repair options, and educate customers about Apple products and services. The role exemplifies skilled technical work and includes sharing knowledge across the team.

The Technical Expert keeps current on Apple products, services, and Genius Bar repair processes to support efficient, high-quality repairs. They troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software, while helping customers with care and empathy. They also identify customer needs, offer relevant product and service recommendations, and support an inclusive environment that reflects Apple’s values.

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, learning, and clear explanations of 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 at the same time.
• Ability to work well in a team, demonstrating shared responsibility and accountability.

Responsibilities

• Stay up to date on Apple products, services, and Genius Bar repair processes and procedures.
• Support customers experiencing Apple product or software issues with care and empathy, using tools and resources provided by Apple.
• Troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software.
• Help customers understand repair options and relevant Apple products and services; identify needs and present recommendations and buying options.
• 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 team members.
• Support other tasks as needed, including customer-facing activities on or off the sales floor.
• Share knowledge, experiences, and insights with the broader team.
• Contribute to an inclusive environment by respecting differences, learning from others, and demonstrating Apple’s inclusion and diversity values.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed