US-Technical Specialist

Apple Inc.; Orlando (FL); On-site; USD 22,000 - 29,000; Full time

Job summary

Apple Inc. Retail is seeking a Technical Specialist to deliver expert technical support and engaging service for customers in store.

You will troubleshoot hardware and software issues, educate customers on repairs, and promote Apple products and services while maintaining an inclusive, collaborative team environment. You will stay current on repair processes and product knowledge, working with leaders to identify issues and communicate actionable feedback to Apple.

Qualifications

• Availability to work a schedule including nights, weekends, and public holidays.
• Demonstrate technical expertise of Apple products and services.
• Strong interpersonal skills for handling customer service issues.
• Willingness to learn about Apple products and services.

Responsibilities

• Develop knowledge of Apple products, services, and repair processes.
• Support customers with Apple product or software issues with care and empathy.
• Troubleshoot, diagnose, and resolve service concerns for select Apple hardware and software.
• Provide feedback on recurring repair problems to Apple.
• Educate customers on repairs and ways to buy.
• Support customer-facing activities on or off the sales floor.
• Contribute to an inclusive environment and demonstrate Apple values.

Skills

Technical expertise

Troubleshooting

Customer service

Teamwork

Learning mindset

Discretion with confidential info

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

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.

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