US-Technical Expert

Apple•Denver, CO

1d•Onsite

About The Position

As a Technical Expert in Apple Retail, you use extensive functional troubleshooting skills to help customers and inspire excitement for Apple products and services. You perform repairs on iPhone and other Apple products as required, explain repair options, and educate customers about Apple products and services. You exemplify a skilled technician and share knowledge across the team. You maintain current knowledge of Apple products, services, and Genius Bar repair processes and procedures to support efficient, high-quality repairs. You assist customers with Apple product or software issues with care and empathy, using the tools and resources provided by Apple. You troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software. You seek to understand customer needs, identify ownership opportunities, recommend products and services, and explain relevant ways to buy. You collaborate with team leaders to identify recurring repair problems and service concerns and ensure feedback is provided to Apple. You use your knowledge of hardware and software components to identify potential sources of technical issues and educate teammates. Other tasks may include supporting customer-facing activities on or off the sales floor. You contribute to an inclusive environment by respecting differences, remaining curious, and demonstrating Apple’s values of inclusion and diversity in your daily work.

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 needed to safely perform hardware repairs.
Availability to work a schedule based on business needs that may include nights, weekends, and public holidays in the retail store, and reliable attendance as scheduled, subject to local laws and approved accommodations.

Nice To Haves

Demonstrated technical expertise with Apple products and services, including device repair.
Ability to analyze problems and follow troubleshooting steps to identify the root cause of a technical issue.
Ability to resolve customer concerns with care, learning, and clear explanations of technical problems and solutions.
Effective communication skills and the ability to adapt communication style 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 once.
Ability to work well in a team, demonstrating shared responsibility and accountability.

Responsibilities

Maintain up-to-date 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.
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 other service concerns and ensure feedback is provided to Apple.
Use knowledge of hardware and software components to identify potential sources of technical issues and educate other team members.
Perform other tasks as needed, including supporting customer-facing activities on or off the sales floor.
Contribute to an inclusive environment by respecting differences, learning with curiosity, and demonstrating Apple’s values of inclusion and diversity.