US-Technical Expert

Apple•Emeryville, CA

About The Position

Apple Retail brings together expertise to help people do what they love and deliver an only-at-Apple experience. As a Technical Expert, you use extensive troubleshooting skills to inspire excitement about Apple products and services. 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 across the team. You maintain current knowledge of Apple products, services, and Genius Bar repair processes to support efficient, high-quality repairs. You assist customers with product and software issues using care, empathy, and Apple-provided tools and resources. You troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software. You seek to understand customer needs, identify ownership opportunities, recommend products and services, and explain relevant ways to buy. You work with team leaders to identify recurring repair problems and service concerns and provide feedback to Apple. You use your knowledge of hardware and software components to identify possible sources of technical issues and educate teammates. Other duties 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 to work a schedule based on business needs that may include nights, weekends, and public holidays, and 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 through care, learning, and clear presentation of technical problems and solutions.
Effective communication skills and ability to tailor 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 simultaneously.
Ability to work well in a team, demonstrating shared responsibility and accountability.

Responsibilities

Maintain extensive, current 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.
Explain repair options and educate customers about 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 service concerns, and provide feedback to Apple.
Use knowledge of hardware and software components to identify possible sources of technical issues and educate others on the team.
Support other tasks as needed, including customer-facing activities on or off the sales floor.
Share knowledge across the team and contribute to an inclusive environment that respects differences.
Demonstrate Apple’s values of inclusion and diversity in daily activities.