MY-Technical Specialist

Apple Inc.; Putrajaya; On-site; MYR 32,000 - 52,000; Full time

Job summary

Apple Inc. Malaysia is seeking a Technical Specialist to deliver exceptional service, troubleshoot Apple hardware and software, and empower customers to get the most from their products.

You will stay up to date on products, assist on the sales floor, educate about repairs and services, and contribute to an inclusive, high-performing team in a busy retail environment.

Qualifications

• Availability to work nights, weekends, and public holidays in retail store.
• Proficient in local language, written and spoken.
• Demonstrated technical knowledge of Apple products and services.
• Able to follow troubleshooting steps and identify root causes.
• Strong customer service and interpersonal skills.

Responsibilities

• Develop knowledge of Apple products, services and Genius Bar repair processes.
• Support customers with Apple product or software issues with care and empathy.
• Troubleshoot, diagnose and resolve service concerns for select hardware and software.
• Educate customers on repairs, products and service options; assist on sales floor.
• Contribute to an inclusive environment and uphold Apple values daily.

Skills

Technical expertise

Troubleshooting

Interpersonal skills

Learning mindset

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 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.

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.

Preferred Qualifications

• 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.

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.
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