US-Technical Specialist

Apple Inc.; Newark (DE); On-site; USD 25,000 - 33,000; Full time

Job summary

A leading technology company seeks a Technical Specialist in Newark, Delaware, to provide exceptional technical support for its products. The role involves troubleshooting issues, educating customers about services and repair options, and contributing to an inclusive work environment. Ideal candidates should have strong technical skills and availability to work flexible hours including nights and weekends. This position emphasizes Apple’s commitment to providing an enriching customer experience.

Qualifications

• Availability to work flexible hours, including nights and weekends.
• Ability to troubleshoot technical issues in a customer service environment.
• Capacity to learn and stay updated on Apple products and services.
• Navigate customer service issues with care and strong interpersonal skills.
• Commit to continual learning about Apple products, services, and third-party offerings.

Responsibilities

• Provide technical support and troubleshooting for customers.
• Educate customers about repair options and Apple products.
• Work with team leaders to provide feedback for recurring issues.
• Provide excellent service by understanding needs, presenting recommendations, and educating customers on purchases.
• Collaborate with team leaders to identify recurring repair problems and relay feedback to Apple.
• Perform other tasks including supporting customer-facing activities on or off the sales floor.

Skills

Technical expertise of Apple products and services

Customer service skills

Troubleshooting ability

Strong interpersonal skills

Teamwork

Curiosity and willingness to learn

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.

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 .

Apple accepts applications to this posting on an ongoing basis.