US-Technical Specialist

Apple; Lansing (MI); On-site; USD 22,000 - 30,000; Full time

Job summary

Apple Retail is seeking a Technical Specialist to deliver outstanding service, troubleshoot issues, and educate customers on repair options and Apple products.

You will stay updated on Genius Bar repair processes, work with team leaders to identify recurring problems, and contribute to an inclusive environment while upholding Apple values. This role requires flexibility for evenings, weekends, and holidays in a fast-paced store setting.

Qualifications

• Availability to work a schedule including nights, weekends and holidays.
• Ability to troubleshoot and identify root causes in a customer service context.
• Strong interpersonal skills and customer care orientation.

Responsibilities

• Provide technical support and troubleshoot for customers on Apple products and services.
• Educate customers about repair options and product features to maximize satisfaction.
• Collaborate with team leaders to identify recurring repair problems and relay feedback to Apple.
• Deliver outstanding service in a fast-paced retail environment and contribute to an inclusive team culture.

Skills

Technical product knowledge

Troubleshooting expertise

Interpersonal skills

Team collaboration

Curiosity and learning

Job description

Summary 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

• You can:
• 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.

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

Role Number: 200672234-2669