Channel Service Support Retail AMR Advisor

Austin, Texas, United States
Support and Service


Weekly Hours: 40
Role Number:200145548
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. The Channel Service Support Retail AMR team is seeking an individual who has a passion for providing fanatical customer service. You will focus on assisting Geniuses with the repair of Apple products and handling Retail Service escalations. This role includes working with Ask Retail Service escalations, issues related to MobileGenius, iRepair and technical troubleshooting chats. This role is located on our campus in Austin, Texas.

Key Qualifications

  • Bilingual fluency in English and Spanish or Portuguese is a plus (reading, writing and speaking)
  • Positive, friendly and mature work attitude
  • Ambitious and able to work independently or as part of a team
  • Have a demonstrated real passion for, and expert knowledge of, AppleCare as well as Apple service policies and procedures
  • Have the ability to troubleshoot and repair all Apple products
  • Expert knowledge of MobileGenius and iRepair systems and features
  • Have strong interpersonal skills
  • Experience in resolving technical, systems and/or perception issues with customers
  • Strong customer service focus and enthusiasm for achieving excellence
  • Exceptional troubleshooting methodology, both procedural and technical
  • Ability to communicate clearly and quickly, both verbal and written
  • AppleCare Certified Macintosh Technician certification is helpful but not essential


You will manage repair issue escalations and chats from all Apple stores and review, investigate, and coordinate MobileGenius and Repair Central issues. You will develop strategies and solutions to reduce critical issues, eliminating the need for stores to raise any issues on their own. You will also conduct outreach to stores to research issues and resolve critical issues and accurately research and advise stores regarding Apple policies and processes.

Education & Experience

BS/BA preferred or equivalent industry experience/certifications

Additional Requirements