MY-Technical Expert

Apple, Inc.; Selangor; On-site; MYR 54,000 - 67,000; Full time

Job summary

Apple Retail in Malaysia is seeking a Technical Expert who performs repairs on iPhone and Apple products while educating customers on repair options and services. You will deepen knowledge of Apple products and repair processes to support efficient, high-quality repairs.

In this role, you troubleshoot, diagnose, and resolve service concerns for Apple hardware and software, provide excellent service by understanding customer needs, and present product and service recommendations.

Qualifications

• 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.
• 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 the local language, both written and spoken.

Responsibilities

• Perform repairs on iPhone and other Apple products as required and educate customers about repair options and Apple products and services.
• Deepen extensive knowledge of Apple products, services, and repair processes to support efficient repairs.
• Troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software.
• Provide excellent service by understanding customer needs, offering product/service recommendations, and educating on relevant ways to buy.
• Collaborate with team leaders to identify recurring repair problems and provide feedback to Apple.
• Contribute to an inclusive environment by respecting differences and upholding Apple's values.

Skills

Retail experience

Hardware inspection

Troubleshooting

Local language

Flexible schedule

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 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.

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 the local language, both written and spoken.

Preferred Qualifications

• 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.

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

We're a diverse collective of thinkers and doers, continually reimagining what's possible to help us all do what we love in new ways. And the same innovation that goes into our products also applies to our practices strengthening our commitment to leave the world better than we found it. This is where your work can make a difference in people's lives. Including your own.

We're a diverse collective of thinkers and doers, continually reimagining what's possible to help us all do what we love in new ways. And the same innovation that goes into our products also applies to our practices strengthening our commitment to leave the world better than we found it. This is where your work can make a difference in people's lives. Including your own.

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