AppleCare Training Instructor

Raleigh, North Carolina, United States
Support and Service


Role Number:200357918
At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when highly skilled people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, engage, and inspire – and that by focusing on the smallest of details, we can make big impacts with our customers. Do you have a passion for developing others and delivering training for the coolest products on the market? If that’s you, we should talk. As an AppleCare Training Instructor, you will develop and deliver course content for our revolutionary products. This position requires candidates to have a foundational understanding of instructional design and a demonstrated ability to deliver training content to adult learners— both in-person and virtually. You’ll work under tight deadlines with minimal supervision in a fast-paced, dynamic environment that demands high quality, creativity, and consistency! This position will be located on site in Austin, TX, Elk Grove, CA or Raleigh, NC.

Key Qualifications

  • Previous experience training and/or developing content in a customer service or technical support contact center
  • Knowledge and understanding of instructional design processes for in-person classes, online-self guided materials, and virtual training environments
  • Demonstrates skills using word processing and presentation applications, including Pages and Keynote
  • Experience in one or more of the following areas: iOS, Mac, Creative Media apps (Final Cut Pro X, Logic Pro X, iMovie, Photos, GarageBand, etc.), and/or Media Services (Music, App Store, etc.)
  • Requires excellent written and verbal communication skills
  • Ability to manage multiple projects within tight timeframes
  • Knowledge of the AppleCare Contact Center tools and processes is a plus


Key responsibilities will include: Deliver new Advisor training or other AppleCare training courses with excellent evaluation results Deliver content following assigned lesson plans for in-person classroom and distance learning, using training aids and equipment Ensure training is innovative, engaging, and on the cutting edge of training technology Effectively use multiple visual aids to enhance delivery and reinforce lesson content Actively engage students and provide appropriate feedback Direct classroom interaction to create an environment conducive to learning Create experiential activities geared towards adult learners Work closely with subject matter experts and Content Developers in support of developing training content for course portfolios Adapt and adjust to quick shifting timelines and course content Manage key deliverables in a timely manner

Education & Experience

Bachelors degree or equivalent experience

Additional Requirements

  • Available for periodic travel for up to 2-3 weeks at a time
  • Occasional night and weekend support may be required