US-Technical Specialist

Omaze; Raleigh (NC); On-site; USD 21,000 - 32,000; Full time

Job summary

A leading technology company in Raleigh, North Carolina is seeking a Technical Specialist who excels in providing technical support and troubleshooting for customers. This position involves educating customers about Apple products, delivering exceptional service, and working collaboratively with team leaders to address service concerns. The ideal candidate should have strong interpersonal skills and a curiosity-driven mindset to enhance the customer experience. Join us to help customers do what they love with their Apple products.

Qualifications

• Ability to demonstrate technical expertise of Apple products.
• Experience in troubleshooting technical issues in a customer service environment.
• Strong interpersonal skills to navigate customer service issues.
• Comfortable working in a fast-paced team setting.
• Discretion with confidential information and data.

Responsibilities

• Provide technical support and troubleshooting for customers.
• Educate customers about Apple products and services.
• Work collaboratively with team leaders to address service concerns.
• Collaborate with team leaders to identify recurring problems and relay feedback to Apple.
• Provide excellent service by understanding needs, offering recommendations, and educating on purchases.
• Perform other tasks as needed, including supporting customer-facing activities on or off the sales floor.
• Contribute to an inclusive environment by respecting differences and learning from others.
• Demonstrate Apple’s values of inclusion and diversity in daily activities.

Skills

Technical support

Troubleshooting

Customer service

Interpersonal skills

Teamwork

Curiosity

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.

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.

Apple accepts applications to this posting on an ongoing basis.