AppleCare Training Instructor

Summary

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!

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

Description

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

Pay & Benefits

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $63,000 and $105,500, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.