US-Technical Expert

Apple•Mishawaka, IN

About The Position

Apple Retail Technical Experts deliver an only-at-Apple customer experience by applying extensive troubleshooting skills and inspiring 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. They exemplify skilled technicians and share their knowledge across the team. The role involves maintaining current knowledge of Apple products, services, and Genius Bar repair processes; supporting customers with care and empathy; and troubleshooting, diagnosing, repairing, and resolving service concerns involving select Apple hardware and software. Technical Experts also identify customer needs, make relevant product and service recommendations, and help customers understand ways to buy. They collaborate with team leaders on recurring repair problems and service concerns, provide feedback to Apple, and help educate teammates about hardware and software issues. Other duties may include customer-facing activities on or off the sales floor. Team members are expected to foster an inclusive environment and demonstrate Apple’s values of inclusion and diversity.

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.
Ability to demonstrate technical expertise in Apple products and services, including device repair.
Ability to analyze problems and follow troubleshooting steps to identify technical issues’ root causes.
Ability to resolve customer concerns with care, learning, and clear explanations of technical problems and solutions.
Effective communication skills, including adapting communication style to different audiences.
Ability to work in a fast-paced environment, sometimes under tight deadlines and pressure, while supporting multiple customers simultaneously.
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 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, and educate customers about repair options and 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 provide feedback to Apple.
Use knowledge of hardware and software components to identify the origins of technical issues and educate other team members.
Perform other tasks as needed, including supporting 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 values of inclusion and diversity.
Reliably attend work as scheduled and be available for schedules based on business needs, which may include nights, weekends, and public holidays.