Retail Tech Specialist: Repairs & Customer Help

Tusk; Skokie (IL); On-site; USD 25,000 - 43,000; Full time

Job summary

Apple Retail is seeking a Technical Specialist to deliver expert technical support and exceptional customer service. You will troubleshoot, diagnose, and resolve hardware and software issues, while educating customers on repairs and product options.

You will stay up to date with Genius Bar processes, collaborate with team leaders, and contribute to an inclusive environment that reflects Apple’s values. This role may include shift variations to meet business needs.

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.
• Continuously deepen understanding of Apple products, services, and third-party products.
• Work well in a fast-paced team environment.
• Collaborate with teammates and take shared accountability.
• Handle sensitive information with discretion.
• Be curious and open to learning from others.

Responsibilities

• 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 understanding their needs, presenting product recommendations, and educating customers on relevant buying options.
• Perform other tasks as needed, 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.

Skills

Technical expertise

Troubleshooting steps

Interpersonal skills

Continuous learning

Fast-paced environment

Team player

Discretion with information

Curiosity to learn

Job description

Apple Retail is seeking a Technical Specialist to deliver expert technical support and exceptional customer service. You will troubleshoot, diagnose, and resolve hardware and software issues, while educating customers on repairs and product options.

You will stay up to date with Genius Bar processes, collaborate with team leaders, and contribute to an inclusive environment that reflects Apple’s values. This role may include shift variations to meet business needs.