Technical Expert (Apple Retail/Customer Repair Technician)

Quick Facts

• Role: Technical Expert (retail repair and customer support)

Description

Support customers with Apple product or software issues by troubleshooting, diagnosing, and resolving service concerns for select Apple hardware and software. Perform repairs on iPhone and other Apple products as required, and educate customers on repair options, Apple products, and services. Share technical knowledge with the team and help identify recurring service concerns.

Responsibilities

• Stay up to date on Apple products, services, and Genius Bar repair processes and procedures
• Support customers with Apple product or software issues with care and empathy using Apple-provided tools and resources
• Troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software
• Identify customer needs and ownership opportunities; present product and service recommendations and educate on relevant ways to buy
• Work with team leaders to identify recurring repair problems and ensure feedback is provided to Apple
• Use knowledge of hardware and software components to identify potential issue sources and educate others
• Support customer-facing activities on or off the sales floor as needed
• Contribute to an inclusive environment and demonstrate Apple’s values of inclusion and diversity

Requirements

• Available to work schedules based on business needs, including nights, weekends, and public holidays, and reliably attend work as scheduled
• Experience in retail or sales, or related work experience
• Visual inspection and fine motor skills to safely perform hardware repairs
• Experience troubleshooting hardware and software issues in a customer service environment

Benefits

• Opportunity to work in a high-expertise retail environment delivering an only-at-Apple customer experience
• Inclusion-focused culture and shared commitment to creating an environment where everyone belongs