US-Technical Expert

About the Role

Apple Retail brings together the best of Apple, helping people do what they love by delivering an "only-at-Apple" experience. As a Technical Expert, you will leverage extensive functional troubleshooting skills and inspire excitement for Apple’s products and services. You will perform repairs on iPhone and other Apple products, educate customers on repair options, and exemplify a skilled technician who shares knowledge with 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, high-quality repairs.
• Support customers with Apple product or software issues, demonstrating care and empathy using 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/service recommendations, and educating customers on purchasing options.
• Collaborate with team leaders to identify recurring repair problems and service concerns, ensuring feedback is provided to Apple.
• Utilize 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 learning from others.
• 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, with reliable attendance.
• Experience in retail or sales, or related work experience.
• Possess the visual inspection and fine motor skills necessary 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.
• Skill in solving customer concerns through care, learning, and clearly presenting technical problems and solutions.
• Effective communication skills, with the ability to 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, while supporting multiple customers simultaneously.
• Ability to work well in a team environment, demonstrating shared responsibility and accountability.