Technical Solutions Specialist – Apple Device Support

About the role

The Technical Solutions Specialist provides knowledgeable, empathetic support for customers experiencing issues with their Apple devices. You will combine technical expertise with a customer‑first mindset to deliver high‑quality hardware and software assistance while mentoring teammates.

Key responsibilities

• Maintain up‑to‑date knowledge of Apple products, services, and repair protocols.
• Troubleshoot and resolve hardware and software concerns using diagnostic tools and approved repair processes.
• Deliver exceptional customer experiences by actively listening, identifying solutions, and recommending relevant products or services.
• Educate customers on purchase options and service benefits.
• Collaborate with leadership to address recurring service trends and share feedback for continuous improvement.
• Act as a technical mentor and knowledge resource for the support team.
• 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 the repair area.

Required profile

• 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.
• Ability to troubleshoot both hardware and software issues in a fast‑paced environment.

Required skills

• Apple product knowledge
• Hardware repair
• Software troubleshooting
• Use of diagnostic tools