CA-Technical Expert

Socket.dev; Ottawa; On-site; CAD 42,000 - 60,000; Full time

Job summary

Apple Retail in Ontario is seeking a Technical Expert to diagnose and repair iPhone and other Apple devices, while educating customers on repair options and available services. You will troubleshoot hardware and software issues with care and empathy, using Apple-provided tools and resources.

You’ll work with team leaders to identify recurring problems and share insights to improve service quality. We value inclusion and teamwork, with a focus on helping customers and colleagues.

Qualifications

• Experience in retail or sales or related work experience.
• Ability to visually inspect hardware and perform repairs safely.
• Experience troubleshooting hardware and software issues in a customer service environment.
• Proficient in written and spoken English.

Responsibilities

• Perform repairs on iPhone and other Apple products as required.
• Educate customers about repair options and Apple products and services.
• Troubleshoot, diagnose, repair and resolve service concerns for hardware and software.
• Share knowledge with the team and contribute to a positive, inclusive environment.

Skills

Retail experience

Hardware inspection

Troubleshooting

English proficiency

Job description

Apple Retail is where the best of Apple comes together. We bring our expertise to help people do what they love, delivering an only-at-Apple experience. At Apple, we believe inclusion is a shared responsibility and we work together to foster a culture where everyone belongs and is inspired to do their best work. As a Technical Expert, you have extensive functional troubleshooting skills and an ability to inspire excitement for Apple’s products and services. You perform repairs on iPhone and other Apple products as required and make sure customers are educated about repair options and Apple products and services. A Technical Expert exemplifies a skilled technician and shares knowledge across the team.

Description

Deepen extensive knowledge and stay up to date on Apple products, services, and Genius Bar repair processes and procedures 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, repair, and resolve service concerns for select Apple hardware and software. 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. Work with team leaders to identify recurring repair problems and other service concerns, and make sure that feedback is provided to Apple. Use extensive knowledge of hardware and software components to identify where technical issues may originate from and educate others on the team. Perform other tasks as needed, including but not limited to supporting customer-facing activities on or off the sales floor. Contribute to an inclusive environment by respecting each other’s differences and having the curiosity to learn. Demonstrate Apple’s values of inclusion and diversity in daily activities. This posting is for existing vacancies and future opportunities at Apple. For postings in Ontario, qualified candidates can expect a hiring rate up to the midpoint of the pay range. On an exceptional basis, candidates with significant experience and skills for the role may be paid up to the range maximum.

Minimum Qualifications

• You should:Be available to work a schedule based on business needs that may include nights, weekends, and public holidays in the retail store, and reliably attend work as scheduled, in line with local laws and subject to any approved accommodations.
• Have experience in retail or sales, or related work experience.
• Have the ability to visually inspect hardware and the fine motor skills to safely conduct repairs.
• Have experience troubleshooting hardware and software issues in a customer service environment.
• Be proficient in written and spoken English, except if your role is based in Quebec (sign language supported).
• Be proficient in written and spoken French if your role is based in Quebec (sign language supported).

Preferred Qualifications

• You can:Demonstrate technical expertise of Apple products and services, including repairing devices.
• Analyze problems and follow troubleshooting steps to identify the root cause of a technical issue.
• Solve customer concerns through care, learning, and presenting technical problems and solutions clearly.
• Communicate effectively and tailor your communication style to different audiences.
• Support and educate the broader team by sharing knowledge, experiences, and insights.
• Work in a fast-paced environment, sometimes under tight deadlines and pressure, while supporting multiple customers at the same time.
• Work well in a team environment, demonstrating shared responsibility and accountability with other team members.