US-Technical Expert

Summary

Apple Retail brings together the best of Apple to help people do what they love. As a Technical Expert, you will troubleshoot and repair Apple products, educate customers, and share knowledge within the team.

About the role

You will deepen your knowledge of Apple products, services, and repair processes to support efficient and high-quality repairs. You will troubleshoot, diagnose, and resolve service concerns for select Apple hardware and software, and provide excellent service to Apple customers.

Responsibilities

• Deepen extensive knowledge and stay up to date on Apple products, services, and Genius Bar repair processes and procedures to support efficient and high-quality repairs.
• Support customers having Apple product or software issues with care and empathy, using all tools and resources provided by Apple.
• Troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software.
• Provide excellent service to Apple customers by seeking to understand their needs, identifying ownership opportunities, presenting product and service recommendations, and educating customers on relevant ways to buy.
• Work with team leaders to identify recurring repair problems and other service concerns, and make sure that feedback is provided to Apple.
• Use extensive knowledge of hardware and software components to identify where technical issues may originate from and educate others on the team.
• Perform other tasks as needed, including but not limited to supporting customer-facing activities on or off the sales floor.

Requirements

• Be available 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 any approved accommodations.
• Have experience in retail or sales, or related work experience.
• Possess the visual inspection and fine motor skills to safely perform hardware repairs.
• Have experience troubleshooting hardware and software issues in a customer service environment.

Qualifications

• Demonstrate technical expertise of Apple products and services, including repairing devices.
• Analyze problems and follow troubleshooting steps to identify the root cause of a technical issue.
• Solve customer concerns through care, learning, and presenting technical problems and solutions clearly.
• Communicate effectively and tailor your communication style to different audiences.
• Support and educate the broader team by sharing knowledge, experiences, and insights.
• Work in a fast-paced environment, sometimes under tight deadlines and pressure, while supporting multiple customers at the same time.
• Work well in a team environment, demonstrating shared responsibility and accountability with other team members.

Skills

Technical expertise of Apple products and services, troubleshooting skills, communication skills, problem-solving skills, and the ability to work in a fast-paced environment.

Benefits

Apple offers a comprehensive benefits package including health insurance, retirement plans, and paid time off.

Pay

The pay range for this role is $40,000 - $60,000 annually.

Schedule

The schedule for this role may include nights, weekends, and public holidays in the retail store.

Company

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.