About the Role
The Certified Technician is accountable for the diagnosis, repair, and maintenance of Apple products while managing spare parts, supporting new releases, assisting customers, and ensuring accurate documentation.
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Main Duties and Responsibilities
- Maintain a strong floor presence driving sales, promoting customer service excellence and attending to customers’ needs;
- Provide practical advice and technical support and ensure that customers get quick solutions to technical problems in accordance with Apple's system and guidelines;
- Efficiently manage assigned repair jobs and preparation of refurbished iPhones and other Apple products, keeping worksheets up-to-date and notifying customers of job progress;
- Evaluate system configuration and software updates so that hardware resources can be used effectively;
- Understand and capture all required information from customers and create the respective forms with accurate data;
- Accept units for walk-in customer service, including retailers, and update the database accordingly;
- Manage high-volume retailer accounts or multiple small-volume retailer accounts;
- Manage Apple spare parts and inventory while testing, sorting, and organizing recalled parts and devices;
- Handle payment transactions and related reports accordingly;
- Receive incoming calls from customers, DHL and others and respond to inquiries quickly and professionally;
- Maintain a clean and organized workstation and center;
- Support the launch of new applications, services and tools;
- Submit periodic reports to management;
- Stay up-to-date with all Apple troubleshooting articles, operating procedures, and service news.
Position Requirements
Education
High School Diploma
Experience
At least 2 years of relevant experience
