US-Technical Expert

Apple • Holyoke, MA

14h • Onsite

About The Position

Apple Retail is where the best of Apple comes together, bringing expertise to help people do what they love and delivering an only-at-Apple experience. Apple fosters a culture of inclusion where everyone belongs and is inspired to do their best work. As a Technical Expert, you possess extensive functional troubleshooting skills and inspire excitement for Apple’s products and services. You will perform repairs on iPhone and other Apple products as required, ensuring customers are educated about repair options and Apple products and services. A Technical Expert is a skilled technician who shares knowledge across the team. This role involves deepening extensive knowledge of Apple products, services, and Genius Bar repair processes, supporting customers with care and empathy, troubleshooting hardware and software issues, and providing excellent service by understanding customer needs and offering recommendations. You will also work with team leaders to identify recurring repair problems, educate others on the team about technical issues, and support customer-facing activities. The position requires contributing to an inclusive environment and demonstrating Apple’s values of inclusion and diversity.

Requirements

• Be available to work a schedule based on business needs that may include nights, weekends, and public holidays in the retail store, and reliably attend work as scheduled, in line with local laws and subject to any approved accommodations.
• Have experience in retail or sales, or related work experience.
• Possess the visual inspection and fine motor skills to safely perform hardware repairs.
• Have experience troubleshooting hardware and software issues in a customer service environment.

Nice To Haves

• Demonstrate technical expertise of Apple products and services, including repairing devices.
• Analyze problems and follow troubleshooting steps to identify the root cause of a technical issue.
• Solve customer concerns through care, learning, and presenting technical problems and solutions clearly.
• Communicate effectively and tailor your 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 at the same time.
• Work well in a team environment, demonstrating shared responsibility and accountability with other team members.

Responsibilities

• Deepen extensive knowledge and stay up to date on Apple products, services, and Genius Bar repair processes and procedures to support efficient and high-quality repairs.
• Support customers having Apple product or software issues with care and empathy, using all tools and resources provided by Apple.
• Troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software.
• Provide excellent service to Apple customers by seeking to understand their needs, identifying ownership opportunities, presenting product and service recommendations, and educating customers on relevant ways to buy.
• Work with team leaders to identify recurring repair problems and other service concerns, and make sure that feedback is provided to Apple.
• Use extensive knowledge of hardware and software components to identify where technical issues may originate from and educate others on the team.
• Perform other tasks as needed, including but not limited to supporting customer-facing activities on or off the sales floor.
• Contribute to an inclusive environment by respecting each other’s differences and having the curiosity to learn.
• Demonstrate Apple’s values of inclusion and diversity in daily activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees