US-Technical Specialist

Omaze; Whitehall (Lehigh County); On-site; USD 29,000 - 46,000; Full time

Job summary

Apple Retail is seeking a Technical Specialist to deliver expert technical support and hands-on troubleshooting for customers in the store. You will help customers understand repair options and maximize their Apple product experience with friendly, knowledgeable service.

You will stay current on Apple devices, services, and Genius Bar repair processes to ensure efficient repairs and high-quality outcomes while contributing to an inclusive, Apple-strong culture of collaboration.

Qualifications

• Availability to work a schedule based on store needs, including nights, weekends, and holidays.
• Demonstrated technical knowledge of Apple products and services.
• Ability to follow troubleshooting steps to identify root causes in a customer service setting.
• Strong interpersonal skills for navigating customer service scenarios.
• Willingness to continuously learn about Apple products and third party accessories.

Responsibilities

• Develop knowledge on Apple products, services, and repair processes to support high-quality repairs.
• Support customers with device or software issues with empathy and care.
• Troubleshoot, diagnose, and resolve service concerns for Apple hardware and software.
• Collaborate with team leaders to identify recurring issues and relay feedback to Apple.
• Educate customers on repair options, product benefits, and how to buy relevant services.

Skills

Technical expertise

Troubleshooting

Interpersonal skills

Teamwork

Tools

Apple hardware

Apple software

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

Apple accepts applications to this posting on an ongoing basis.

Role Number: 200676189-3171