US-Technical Expert

About the Role

• Apple Retail is where the best of Apple comes together.
• Bring expertise to help people do what they love, delivering an only-at-Apple experience.
• Foster a culture where everyone belongs and is inspired to do their best work.

Key Responsibilities

• Perform repairs on iPhone and other Apple products as required.
• Ensure customers are educated about repair options, Apple products, and services.
• 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 understanding 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 provide feedback 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 supporting customer-facing activities on or off the sales floor.
• Contribute to an inclusive environment by respecting each other’s differences and having the curiosity to learn.
• Demonstrate Apple’s values of inclusion and diversity in daily activities.

Requirements & Tech Stack

• 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.
• Experience in retail or sales, or related work experience.
• Possess the visual inspection and fine motor skills to safely perform hardware repairs.
• Experience troubleshooting hardware and software issues in a customer service environment.
• Demonstrate 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 at the same time.
• Ability to work well in a team environment, demonstrating shared responsibility and accountability with other team members.