US-Technical Specialist

Apple • Annapolis, MD

9d • Onsite

About The Position

As a Technical Specialist in Apple Retail, you provide technical support and skilled troubleshooting to customers while generating excitement about Apple products and services. You deliver exceptional service, help customers get the most out of their Apple products, and educate them about repair options and Apple offerings.

You develop and maintain knowledge of Apple products, services, and Genius Bar repair processes 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, and resolve service concerns for select Apple hardware and software, and work with team leaders to identify recurring repair problems and share feedback with Apple.

You also seek to understand customer needs, identify ownership opportunities, recommend products and services, and explain relevant purchasing options. Other tasks may include supporting customer-facing activities on or off the sales floor. You contribute to an inclusive environment by respecting differences, remaining curious, and demonstrating Apple’s values of inclusion and diversity in your daily work.

Requirements

• Availability to work a schedule based on business needs that may include nights, weekends, and public holidays in the retail store, and reliably attend work as scheduled, in line with local laws and subject to approved accommodations.

Nice To Haves

• Demonstrate technical expertise with 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.
• Learn about Apple products, 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, demonstrating shared responsibility and accountability.
• Handle sensitive or confidential information in accordance with Apple’s core values.
• Be curious, open to learning from others, and willing to help others grow.

Responsibilities

• Develop and maintain knowledge of Apple products, services, and Genius Bar repair processes.
• 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 provide feedback to Apple.
• Understand customer needs, identify ownership opportunities, recommend products and services, and educate customers about relevant purchasing options.
• 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 demonstrating Apple’s values of inclusion and diversity.

What This Job Offers

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