Senior Tech Support & Operations Lead

Apple Inc.; Nashville (TN); On-site; USD 42,000 - 64,000; Full time

Job summary

Apple Inc. in Nashville is seeking a Genius Admin to support customers through the repair process with hands-on technical guidance and clear communication. You will diagnose issues, determine repair viability, and coordinate customer pickups while mentoring teammates and maintaining documentation.

You will also help manage repair room operations, inventory, and compliance tasks, ensuring smooth daily service and high customer satisfaction in a fast-paced retail environment.

Qualifications

• Adept at creative problem solving.
• Motivated to do what’s best for the customer and the team.
• Ability to anticipate and adjust for problems and roadblocks.
• Can make decisions quickly, sometimes under tight deadlines and pressure.
• Provide information that team members need to do their jobs and make accurate decisions.
• Orchestrate multiple activities simultaneously to accomplish the goal.
• Delegate clearly and comfortably to all team members while sharing responsibility and accountability.

Responsibilities

• Provide insightful, hands-on technical support to customers throughout the repair process.
• Diagnose product issues on the spot and explain situations clearly with patience.
• Advise on repairs vs. replacements and keep customers informed of repair status.
• Coordinate customer pickup for completed repairs and manage case notes.
• Mentor team members and share knowledge, tips, and training.
• Oversee end-of-month and new-month paperwork, CRU paperwork, and document storage.
• Collaborate with Operations to manage repair inventory and monitor levels.
• Order replacement consumables as needed and supervise Repair Room activities.
• Maintain loss-prevention checks and process controls.

Skills

Problem solving

Customer service

Mentorship

Team leadership

Job description

Apple Inc. in Nashville is seeking a Genius Admin to support customers through the repair process with hands-on technical guidance and clear communication. You will diagnose issues, determine repair viability, and coordinate customer pickups while mentoring teammates and maintaining documentation.

You will also help manage repair room operations, inventory, and compliance tasks, ensuring smooth daily service and high customer satisfaction in a fast-paced retail environment.