US-Technical Specialist

Socket.dev; City of Albany (NY); On-site; USD 42,000 - 56,000; Full time

Job summary

Apple Retail in Albany seeks a Technical Specialist to provide expert technical support and skilled troubleshooting for customers, delivering an only-at-Apple experience. You will educate customers about repair options, products, and services while working with leadership to address recurring issues and improve service quality.

The role requires flexibility to work a retail schedule, including nights, weekends, and holidays, and a commitment to Apple's values of inclusion and great customer care.

Qualifications

• Availability to work a schedule including nights, weekends and holidays in the retail store.
• Ability to troubleshoot and resolve customer issues with care and empathy.
• Willingness to learn about Apple products, services, and repair processes.

Responsibilities

• Develop knowledge and stay up to date on Apple products, services, and Genius Bar repair processes.
• Troubleshoot, diagnose, and resolve service concerns for select hardware and software.
• Educate customers on repair options and Apple products and services.
• Provide excellent service by understanding customer needs and offering product recommendations.
• Support customer-facing activities on or off the sales floor.

Skills

Technical expertise

Troubleshooting

Interpersonal skills

Teamwork

Curious learner

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.

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.