US-Technical Expert

Apple•Denver, CO

About The Position

As a Technical Expert at Apple Retail, you use extensive functional troubleshooting skills and enthusiasm for Apple products and services to create an only-at-Apple customer experience. You perform repairs on iPhone and other Apple products as required, and educate customers about repair options, products, and services. You exemplify a skilled technician, share knowledge across the team, and maintain extensive knowledge of Apple products, services, and Genius Bar repair processes and procedures to support efficient, high-quality repairs. You support customers experiencing hardware or software issues with care and empathy, using Apple-provided tools and resources. You troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software, while identifying customer needs and offering relevant product and service recommendations. You work with team leaders to identify recurring repair problems and other service concerns, and provide feedback to Apple. You use your knowledge of hardware and software components 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, respect differences, remain curious, 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 necessary 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 technical root causes.
Ability to resolve customer concerns with care, learning, and clear explanations of technical problems and solutions.
Effective communication skills and the ability to adapt communication style to different audiences.
Ability to work in a fast-paced environment, sometimes under tight deadlines and pressure, while supporting multiple customers.
Ability to work well in a team, demonstrating shared responsibility and accountability.

Responsibilities

Maintain extensive knowledge of Apple products, services, and Genius Bar repair processes and procedures.
Support customers with 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.
Educate customers about repair options, Apple products, and services.
Understand customer needs, identify ownership opportunities, present product and service recommendations, and explain 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 potential sources of technical issues and educate team members.
Support other tasks as needed, including 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 with curiosity, and demonstrating Apple’s inclusion and diversity values.
Attend work reliably as scheduled.