US-Technical Specialist

Apple • Wauwatosa, WI

3d • Onsite

About The Position

Apple Retail brings together expertise to help customers do what they love and deliver an only-at-Apple experience. As a Technical Specialist, you provide technical support and skilled troubleshooting while generating excitement about Apple products and services. You deliver exceptional service, empower customers to get the most out of their Apple products, and educate them about repair options and Apple products and services. You develop and maintain knowledge of Apple products, services, and Genius Bar repair processes to support efficient, high-quality repairs. The role also contributes to an inclusive environment and demonstrates Apple’s values of inclusion and diversity.

Requirements

• Demonstrate technical expertise in Apple products and services.
• Follow troubleshooting steps to identify the root cause of a technical issue in a customer service environment.
• Handle customer service issues with care and strong interpersonal skills.
• Consistently learn about and deepen understanding of Apple products, services, and third-party products.
• Work in a fast-paced environment and balance multiple tasks simultaneously.
• Work well in a team environment, demonstrating shared responsibility and accountability.
• Handle sensitive or confidential information in keeping with Apple’s core values.
• Be curious, open to learning from others, and willing to help others grow.
• Be available for a schedule based on business needs that may include nights, weekends, and public holidays.
• Reliably attend work as scheduled, in line with local laws and subject to approved accommodations.

Responsibilities

• Support customers experiencing Apple product or software issues with care and empathy, using tools and resources provided by Apple.
• Troubleshoot, diagnose, and resolve service concerns for select Apple hardware and software.
• Work with team leaders to identify recurring repair problems and other service concerns and ensure feedback is provided to Apple.
• Understand customer needs, identify ownership opportunities, present product and service recommendations, and educate customers about relevant ways to buy.
• Perform other tasks as needed, including supporting customer-facing activities on or off the sales floor.
• Contribute to an inclusive environment by respecting differences and showing curiosity to learn.
• Demonstrate Apple’s values of inclusion and diversity in daily activities.
• Maintain knowledge of Apple products, services, and Genius Bar repair processes.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed