US-Technical Expert

Apple•Littleton, CO

5d•Onsite

About The Position

Apple Retail Technical Experts use extensive troubleshooting skills and knowledge of Apple products and services to deliver an only-at-Apple customer experience. They perform repairs on iPhone and other Apple products as required, educate customers about repair options and relevant Apple products and services, and help resolve hardware and software concerns with care and empathy. The role exemplifies skilled technical service and includes staying current on Apple products, services, and Genius Bar repair processes and procedures. Technical Experts share expertise across the team, contribute to an inclusive environment, and may support customer-facing activities on or off the sales floor. Schedules are based on business needs and may include nights, weekends, and public holidays.

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 sufficient to safely perform hardware repairs.
Availability to work a schedule based on business needs that may include nights, weekends, and public holidays, subject to local laws and approved accommodations.
Ability to demonstrate technical expertise in Apple products and services, including device repair.
Ability to analyze problems and follow troubleshooting steps to identify the root cause of technical issues.
Ability to resolve customer concerns with care and explain technical problems and solutions clearly.
Effective communication skills and ability to tailor communication style to different audiences.
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, with shared responsibility and accountability.

Responsibilities

Troubleshoot, diagnose, repair, and resolve service concerns involving select Apple hardware and software.
Perform repairs on iPhone and other Apple products as required.
Support customers experiencing Apple product or software issues with care and empathy, using Apple-provided tools and resources.
Educate customers about repair options, Apple products and services, and relevant ways to buy.
Understand customers’ needs, identify ownership opportunities, and present product and service recommendations.
Stay up to date on Apple products, services, and Genius Bar repair processes and procedures to support efficient, high-quality repairs.
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 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, respect differences, and demonstrate Apple’s values of inclusion and diversity.
Attend work reliably as scheduled.