US-Technical Specialist

Apple•Pittsburgh, PA

2d•Onsite

About The Position

Apple Retail brings together expertise to help customers do what they love and deliver an only-at-Apple experience. Apple emphasizes inclusion as a shared responsibility and aims to foster a culture where everyone belongs and can do their best work. As a Technical Specialist, you provide technical support and skilled troubleshooting to customers while building enthusiasm for Apple products and services. You deliver exceptional service, help customers get the most from their Apple products, and explain repair options and relevant 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 requires availability for a schedule based on business needs, which may include nights, weekends, and public holidays in the retail store. You must reliably attend work as scheduled, in line with local laws and subject to approved accommodations.

Requirements

Demonstrate technical expertise in Apple products and services.
Follow troubleshooting steps to identify the root cause of technical issues in a customer service environment.
Handle customer service issues with care and strong interpersonal skills.
Consistently learn about Apple products and services and third-party products to enhance the customer experience.
Work in a fast-paced environment and balance multiple tasks at the same time.
Work well in a team environment and demonstrate shared responsibility and accountability.
Be trusted with sensitive or confidential information and act in accordance with Apple’s core values.
Be curious, open to learning from others, and willing to help others grow.
Be available for a business-needs-based schedule 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.
Explain repair options and educate customers about Apple products and services.
Develop knowledge of and stay current on Apple products, services, and Genius Bar repair processes.
Work with team leaders to identify recurring repair problems and other service concerns, and provide feedback 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 being curious to learn.
Demonstrate Apple’s values of inclusion and diversity in daily activities.
Work collaboratively with team members, demonstrating shared responsibility and accountability.