Technical Solutions Specialist

Company Description

Job Description

As a Technical Solutions Specialist, you'll serve as a knowledgeable and empathetic problem-solver for customers experiencing issues with their  devices. You’ll apply your technical expertise and customer-first mindset to deliver high-quality hardware and software support while helping your team grow through mentorship and collaboration.

Key Responsibilities:

• Maintain deep, up-to-date knowledge of Apple products, services, and repair protocols to ensure accurate and efficient technical support.

• Troubleshoot and resolve hardware and software concerns with professionalism and care, using diagnostic tools and approved repair processes.

• Deliver exceptional customer experiences by actively listening, identifying solutions, and offering relevant product or service recommendations.

• Educate customers on purchase options and service benefits, empowering them to get the most out of their Apple experience.

• Collaborate with leadership to address recurring service trends and repair concerns, ensuring feedback is shared for continuous improvement.

• Act as a technical mentor and knowledge resource for the support team, helping elevate team skill sets and service consistency.

• Partner with leadership to manage and resolve customer escalations swiftly and with empathy.

• Participate in day-to-day store operations, including floor support and customer interactions outside of the repair area.

• Promote an inclusive work environment by valuing diverse perspectives and fostering a learning mindset.

Job Qualifications

• Flexible availability including evenings, weekends, and public holidays, based on retail store needs.

• Proven experience in retail, customer service, or a technical support role.

• Strong visual and fine motor skills for safe and precise hardware repairs.

• Demonstrated ability to troubleshoot both hardware and software issues in a fast-paced environment