US-Technical Expert

About the Role

Apple Retail brings the best of Apple together, delivering an experience that helps people do what they love. 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, educate customers on repair options, and exemplify a skilled technician who shares knowledge across the team.

Key Responsibilities

• Deepen knowledge and stay up-to-date on Apple products, services, and Genius Bar repair processes.
• Support customers with Apple product or software issues with care and empathy, utilizing provided tools and resources.
• Troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software.
• Provide excellent customer service by understanding needs, identifying ownership opportunities, presenting product and service recommendations, and educating customers.
• Collaborate with team leaders to identify recurring repair problems and service concerns, and provide feedback to Apple.
• Use extensive knowledge of hardware and software components to identify the origin of technical issues and educate the team.
• Perform other tasks as needed, including supporting customer-facing activities.
• Contribute to an inclusive environment by respecting differences and demonstrating curiosity.
• Demonstrate Apple’s values of inclusion and diversity in daily activities.

Requirements & Tech Stack

• Availability to work a schedule based on business needs, including nights, weekends, and public holidays, and reliably attend work.
• Experience in retail or sales, or related work experience.
• Possess visual inspection and fine motor skills to safely perform hardware repairs.
• Experience troubleshooting hardware and software issues in a customer service environment.
• Demonstrates 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 clear communication of technical problems and solutions.
• 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, under tight deadlines and pressure, while supporting multiple customers.
• Ability to work well in a team environment, demonstrating shared responsibility and accountability.

Pay & Benefits

• Base pay range: $25.91 - $34.51/hr.
• Opportunity to become an Apple shareholder through discretionary employee stock programs.
• Eligible for discretionary restricted stock unit awards.
• Opportunity to purchase Apple stock at a discount through the Employee Stock Purchase Plan.
• Benefits include comprehensive medical and dental coverage, retirement benefits, discounted products, free services, and reimbursement for certain educational expenses.
• Role may be eligible for discretionary bonuses, commission payments, and relocation assistance.