US-Technical Expert

About the Role

Apple Retail brings together the best of Apple, helping people do what they love and delivering an only-at-Apple experience. We foster a culture where everyone belongs and is inspired to do their best work. As a Technical Expert, you possess extensive functional troubleshooting skills and an ability to inspire excitement for Apple’s products and services. You will perform repairs on iPhone and other Apple products as required, ensuring customers are educated about repair options and Apple offerings. A Technical Expert exemplifies a skilled technician and shares knowledge across the team.

Key Responsibilities

• Deepen extensive knowledge and stay up-to-date on Apple products, services, and Genius Bar repair processes and procedures to support efficient, high-quality repairs.
• Support customers with Apple product or software issues with care and empathy, utilizing all provided tools and resources.
• 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 buying methods.
• Work with team leaders to identify recurring repair problems and other service concerns, ensuring feedback is provided to Apple.
• Use extensive knowledge of hardware and software components to identify the origin of technical issues and educate team members.
• 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 fostering curiosity.
• Demonstrate Apple’s values of inclusion and diversity in daily activities.

Requirements & Tech Stack

• Availability to work a schedule based on business needs, which may include nights, weekends, and public holidays.
• Experience in retail, sales, or related work experience.
• Visual inspection and fine motor skills for safe hardware repairs.
• Experience troubleshooting hardware and software issues in a customer service environment.

Qualifications

• Demonstrate technical expertise of Apple products and services, including repairing devices.
• Ability to analyze problems and follow troubleshooting steps to identify root causes.
• Ability to solve customer concerns through care, learning, and clearly presenting technical problems and solutions.
• Communicate effectively and tailor communication style to different audiences.
• 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.