CA-Technical Specialist

Apple; Coquitlam; On-site; CAD 3,291,000 - 4,480,000; Full time

Benefits offered by this job

Discretionary bonuses or commission

Relocation assistance

Educational reimbursement

Stock programs

Discounted products

Company events

Job summary

Apple Retail is seeking a Technical Specialist to deliver expert technical support and engaging service for customers, helping them get the most from their Apple products. You will educate customers on repair options, troubleshoot issues, and empower customers with knowledge to make informed purchases.

Role requires adapting to a fast-paced store environment, collaborating with team leaders, and contributing to an inclusive Apple culture that respects differences and fosters learning for growth.

Qualifications

• You can demonstrate technical expertise with Apple products and services.
• You can follow troubleshooting steps to identify root causes in a customer service environment.
• Strong interpersonal skills to navigate customer service scenarios.
• Willingness to continuously learn about Apple products and third-party products.

Responsibilities

• Provide technical support and troubleshooting for Apple customers.
• Educate customers on repair options and Apple services.
• Diagnose and resolve service concerns for select Apple hardware and software.
• Deliver excellent service and help customers understand purchases and upgrades.

Skills

Technical expertise

Troubleshooting

Interpersonal skills

Product knowledge

Team collaboration

Curiosity to learn

Tools

Apple diagnostics tools

Job description

Summary

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 Specialist, you offer technical support and skilled troubleshooting for all customers while also generating excitement for Apple’s products and services. You deliver exceptional service and empower customers to get the most out of their Apple products.

A Technical Specialist also makes sure customers are educated about repair options and Apple products and services.

Description

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 make sure that feedback is provided 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 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 have availability 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.


• You should also be proficient in written and spoken French if your role is based in Quebec — English is required for the rest of Canada (sign language supported for both languages).

Preferred Qualifications

• You can:


• Demonstrate technical expertise of Apple products and services.


• Follow troubleshooting steps to identify the root cause of a technical issue in a customer service environment.


• Navigate 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.


• Work in a fast-paced environment and balance multiple tasks at the same time.


• Work well in a team environment, demonstrating shared responsibility and accountability with other team members.


• Be trusted with sensitive or confidential information, keeping with Apple’s core values.


• Be curious and open to learning from others and helping each other grow.

Pay & Benefits

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $23.89 and $32.52/hr, and most new hires start at $23.89. Your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple Inc.’s discretionary employee stock programs. Employees are eligible for discretionary restricted stock unit award recommendations, and can purchase Apple Inc. stock at a discount if voluntarily participating in Apple Inc.’s Employee Stock Purchase Plan. Participation in Apple Inc.’s discretionary stock programs is governed by Apple Inc.’s stock plans and agreements and are not part of local employment contracts or compensation.

You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits

Note: Apple benefit and compensation programs are subject to eligibility requirements and other terms of the applicable plan or program.

Apple is an equal opportunity employer that is committed to inclusion and diversity. Apple provides reasonable accommodations to applicants with disabilities. Apple is a drug-free workplace.

At Apple, we believe accessibility is a fundamental human right. You’ll find that idea reflected in everything here — in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong.

Learn about accessibility in Apple’s workplace

Role Number: 200687844-3250