US-Technical Expert

About the Role

• Apple Retail brings together the best of Apple to help people do what they love, delivering an only-at-Apple experience.
• As a Technical Expert, you possess extensive functional troubleshooting skills and the ability to inspire excitement for Apple’s products and services.
• You perform repairs on iPhone and other Apple products and educate customers on repair options, products, and services.
• A Technical Expert exemplifies a skilled technician and shares knowledge across the team.

Key Responsibilities

• Deepen 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 with 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 by understanding customer 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 provide feedback to Apple.
• Use extensive knowledge of hardware and software components to identify technical issue origins and educate the team.
• 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 learning.
• Demonstrate Apple’s values of inclusion and diversity in daily activities.

Requirements & Tech Stack

• Availability for a schedule based on business needs, including nights, weekends, and public holidays.
• Reliable attendance as scheduled, in line with local laws and subject to approved accommodations.
• Visual inspection and fine motor skills to safely perform hardware repairs.

Qualifications

• Experience in retail or sales, or related work experience.
• Experience troubleshooting hardware and software issues in a customer service environment.
• Demonstrated technical expertise of Apple products and services, including repairing devices.
• Ability to analyze problems and follow troubleshooting steps to identify the root cause of a technical issue.
• Ability to solve customer concerns through care, learning, and presenting technical problems and solutions clearly.
• Ability to communicate effectively and tailor communication style to different audiences.
• Ability to support and educate the broader team by sharing knowledge, experiences, and insights.
• 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 environment, demonstrating shared responsibility and accountability.