Tech Specialist — Customer-Focused Diagnostics

Apple; Grand Rapids (MI); On-site; USD 38,000 - 52,000; Full time

Job summary

Apple Retail is where the best of Apple comes together. As a Technical Specialist, you offer technical support and skilled troubleshooting for all customers while generating excitement for Apple’s products and services.

You deliver exceptional service and empower customers to get the most out of Apple products. Develop knowledge and stay up to date on Apple products, services, and Genius Bar repair processes to support efficient repairs.

Qualifications

• Availability to work a schedule based on business needs that may include nights, weekends, and public holidays in the retail store.
• 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.
• Be curious and open to learning from others and helping each other grow.

Responsibilities

• Develop knowledge and stay up to date on Apple products, services, and Genius Bar repair processes to support efficient 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.

Job description

Apple Retail is where the best of Apple comes together. As a Technical Specialist, you offer technical support and skilled troubleshooting for all customers while generating excitement for Apple’s products and services.

You deliver exceptional service and empower customers to get the most out of Apple products. Develop knowledge and stay up to date on Apple products, services, and Genius Bar repair processes to support efficient repairs.