US-Technical Specialist

About the Role

Apple Retail is where the best of Apple comes together. As a Technical Specialist, you offer technical support and skilled troubleshooting for all customers, generate excitement for Apple’s products and services, deliver exceptional service, and empower customers to get the most out of their Apple products. You will also educate customers about repair options and Apple products and services.

Key Responsibilities

• Develop knowledge and stay up to date on Apple products, services, and Genius Bar repair processes 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, and resolve service concerns for select Apple hardware and software.
• Work with team leaders to identify recurring repair problems and other service concerns, and provide feedback to Apple.
• 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.
• 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 curiosity to learn.
• 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 in the retail store.
• Reliably attend work as scheduled, in line with local laws and subject to any approved accommodations.

Qualifications

• Demonstrate technical expertise of Apple products and services.
• Ability to follow troubleshooting steps to identify the root cause of a technical issue in a customer service environment.
• Skill in navigating customer service issues with care and strong interpersonal skills.
• Consistently learn about and deepen your understanding of Apple products and services and third-party products to enhance the customer experience.
• Ability to work in a fast-paced environment and balance multiple tasks simultaneously.
• Ability to work well in a team environment, demonstrating shared responsibility and accountability.
• Trustworthiness with sensitive or confidential information.
• Curiosity and openness to learning from others and helping each other grow.

Compensation & Benefits

• Base pay range: $24.50 - $31.83/hr. Most new hires start at $24.50.
• Opportunity to progress within the role as you grow and develop.
• Opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs.
• Eligibility 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.
• A range of discounted products and free services.
• Reimbursement for certain educational expenses (including tuition) related to advancing your career at Apple.
• Potential eligibility for discretionary bonuses or commission payments.
• Potential eligibility for relocation.

Note: Benefit, compensation, and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.