US-Technical Expert

Apple Inc.; Pittsburgh (Allegheny County); On-site; USD 42,000 - 62,000; Full time

Job summary

Apple Inc. in Pittsburgh is seeking a Technical Expert to assist customers with repairs on iPhone and other devices, educate on repair options and Apple services, and provide an exceptional in-store experience.

The role requires hands-on repair ability, strong troubleshooting, and a passion for helping customers learn about Apple products within a welcoming, inclusive team environment.

Qualifications

• Availability to work a schedule including nights, weekends, and holidays in the retail store.
• Experience in retail or sales, or related work experience.
• Visual inspection and fine motor skills to safely perform hardware repairs.
• Experience troubleshooting hardware and software issues in a customer service environment.

Responsibilities

• Deepen knowledge and stay up to date on Apple products, services and Genius Bar repair processes.
• Trouleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software.
• Provide excellent service by understanding customer needs, presenting product/service recommendations, and educating on how to buy.
• Collaborate with team leaders to identify recurring repair problems and provide feedback.
• Support customer-facing activities on or off the sales floor.
• Contribute to an inclusive environment and uphold Apple’s values of inclusion and diversity.

Skills

Retail/sales experience

Customer service experience

Troubleshooting hardware/software

Attention to detail

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’s 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.
• Possess the visual inspection and fine motor skills to safely perform hardware repairs.
• Have experience troubleshooting hardware and software issues in a customer service environment.

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.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant

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

Learn about reasonable accommodations for job applicants

Apple accepts applications to this posting on an ongoing basis.