US-Technical Expert

Apple • Tulsa, OK

2d • Onsite

About The Position

Apple Retail is where the best of Apple comes together. We bring our expertise
to help people do what they love, delivering an only-at-Apple experience. At
Apple, we believe inclusion is a shared responsibility and we work together to
foster a culture where everyone belongs and is inspired to do their best work.
As a Technical Expert, you have extensive functional troubleshooting skills and
an ability to inspire excitement for Apple’s products and services. You perform
repairs on iPhone and other Apple products as required and make sure customers
are educated about repair options and Apple products and services. A Technical
Expert exemplifies a skilled technician and shares knowledge across the team.

DESCRIPTION

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.

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: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees