Technical Specialist (Apple Retail)

Quick Facts

Technical Support & Troubleshooting in a Retail Environment

Description

Develop and stay up to date on Apple products, services, and Genius Bar repair processes to support efficient and high-quality repairs. Support customers with Apple product or software issues with care and empathy, using the tools and resources provided by Apple. Troubleshoot, diagnose, and resolve service concerns for select Apple hardware and software, and educate customers on repair options and product and service recommendations.

Responsibilities

• Support customers with Apple product or software issues with care and empathy
• Troubleshoot, diagnose, and resolve service concerns for select Apple hardware and software
• Identify recurring repair problems and service concerns with team leaders and ensure feedback is provided to Apple
• Educate customers on relevant ways to buy, ownership opportunities, and Apple products and services
• Keep knowledge current on Apple products, services, and Genius Bar repair processes
• Perform other tasks as needed, including supporting customer-facing activities on or off the sales floor

Requirements

• Availability to work a schedule based on business needs that may include nights, weekends, and public holidays
• Reliably attend work as scheduled, in line with local laws and subject to any approved accommodations

Benefits

• Contribute to an inclusive environment by respecting others and demonstrating curiosity to learn
• Demonstrate and uphold inclusion and diversity values in daily activities

Preferred Qualifications

• Demonstrate technical expertise of Apple products and services
• Follow troubleshooting steps to identify the root cause of a technical issue
• Navigate customer service issues with strong interpersonal skills
• Consistently learn and deepen understanding of Apple products and services and third-party products
• Work well in a fast-paced environment and balance multiple tasks
• Work in a team environment with shared responsibility and accountability