US-Technical Expert

Apple•Bellevue, WA

About The Position

As a Technical Expert in Apple Retail, you use extensive functional troubleshooting skills and enthusiasm for Apple products and services to deliver a distinctive customer experience. 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 with the team. You stay current on Apple products, services, and Genius Bar repair processes and procedures to support efficient, high-quality repairs. You help customers with product and software issues using care, empathy, and Apple-provided tools and resources. You troubleshoot, diagnose, repair, and resolve service concerns involving selected Apple hardware and software. You also understand customer needs, recommend relevant products and services, explain ways to buy, and work with team leaders to identify recurring repair or service issues and pass feedback to Apple. You use your hardware and software knowledge 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 and demonstrate 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 sufficient to safely perform hardware repairs.
Availability for a schedule based on business needs that may include nights, weekends, and public holidays in the retail store, and reliable attendance as scheduled, in line with 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 solve customer concerns through care, learning, and clear presentation of technical problems and solutions.
Effective communication skills and ability to tailor 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

Stay current on Apple products, services, and Genius Bar repair processes and procedures.
Support customers with Apple product or 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 on relevant ways to buy.
Work with team leaders to identify recurring repair problems and service concerns, and ensure feedback is provided to Apple.
Use knowledge of hardware and software components to identify possible sources of technical issues and educate team members.
Support other tasks as needed, including customer-facing activities on or off the sales floor.
Contribute to an inclusive environment by respecting differences and remaining curious to learn.
Demonstrate Apple’s values of inclusion and diversity in daily activities.