US-Technical Expert

Apple•Newark, DE

19h•Onsite

About The Position

Apple Retail Technical Experts use extensive functional troubleshooting skills to help customers and inspire excitement for Apple products and services. They perform repairs on iPhone and other Apple products as required, explain repair options, and educate customers about Apple products and services. Technical Experts exemplify skilled technicians and share knowledge across the team. The role involves maintaining current knowledge of Apple products, services, and Genius Bar repair processes and procedures to support efficient, high-quality repairs. Technical Experts assist customers with Apple product and software issues using care, empathy, and Apple-provided tools and resources. They troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software; understand customer needs; identify ownership opportunities; recommend products and services; and explain relevant ways to buy. Technical Experts work with team leaders to identify recurring repair problems and other service concerns and provide feedback to Apple. They use their knowledge of hardware and software components to identify potential sources of technical issues and educate teammates. They may also support customer-facing activities on or off the sales floor. They contribute to an inclusive environment by respecting differences, remaining curious, and demonstrating Apple’s inclusion and diversity values in their 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 necessary 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 a technical issue.
Ability to resolve customer concerns with care, learning, and clear explanations of technical problems and solutions.
Effective communication skills and ability to adapt 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 once.
Ability to work well in a team, demonstrating shared responsibility and accountability.

Responsibilities

Maintain extensive, up-to-date knowledge of Apple products, services, and Genius Bar repair processes and procedures.
Support customers with Apple product and software issues using care, empathy, and 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.
Understand customer needs, identify ownership opportunities, recommend products and services, and educate customers about relevant ways to buy and repair options.
Work with team leaders to identify recurring repair problems and other service concerns and provide feedback to Apple.
Use knowledge of hardware and software components to identify possible sources of technical issues and educate teammates.
Share knowledge, experiences, and insights with the broader team.
Support customer-facing activities on or off the sales floor as needed.
Contribute to an inclusive environment by respecting differences, learning from others, and demonstrating Apple’s inclusion and diversity values.