Technical Specialist: Full-Time, Part-Time, and Part-Time Temporary

Apple, Inc.; Madrid; Presencial; EUR 26.000 - 38.000; Jornada completa

Descripción de la vacante

Apple Retail is seeking a Technical Specialist to provide expert technical support, troubleshoot issues, and educate customers on Apple products and repair options. You will develop knowledge on Apple services, assist with repairs, and help teammates address recurring issues while fostering an inclusive environment.

In this role you will deliver empathetic service, guide customers through solutions, and collaborate with store leadership to ensure high-quality repairs and customer satisfaction.

Formación

• Availability to work a schedule based on business needs including nights, weekends, and holidays in the retail store.
• Proficiency in the local language, both written and spoken (sign language supported).

Responsabilidades

• 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 provide feedback to Apple.
• Provide excellent service by understanding customer needs and educating them on purchase options and services.
• Perform other tasks 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.

Conocimientos

Technical expertise

Troubleshooting

Interpersonal skills

Apple product knowledge

Teamwork

Discretion with confidential info

Curious and proactive learning

Descripción del empleo

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.

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.

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 the local language, both written and spoken (sign language supported).