US-Genius

Summary

Apple Retail brings together the best of Apple to help people do what they love. As a Genius, you combine extensive functional troubleshooting skills with an ability to inspire excitement for Apple's products and services. You deliver exceptional service and empower customers to get the most out of their Apple products and services.

About the role

You troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software. You serve as a mentor, resource, and positive role model for Genius Bar team members. You support leadership in providing timely resolution to customer escalations. You perform other tasks as needed, including supporting customer-facing activities on or off the sales floor.

Responsibilities

• Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software.
• Support customers having Apple product or software issues with care and empathy.
• Provide excellent service to Apple customers by seeking to understand their needs, identifying ownership opportunities, presenting product and service recommendations, and educating customers on relevant ways to buy.
• Work with team leaders to identify recurring repair problems and other service concerns, and make sure that feedback is provided to Apple.
• Use extensive knowledge of hardware and software components to identify where technical concerns may originate from and educate others on the team.
• Serve as a Mentor, resource, and positive role model for Genius Bar team members.
• Support leadership in providing timely resolution to customer escalations.
• Perform other tasks as needed, including but not limited to supporting customer-facing activities on or off the sales floor.

Requirements

• Be available to work a schedule based on business needs that may include nights, weekends, and public holidays in the retail store, and reliably attend work as scheduled, in line with local laws and subject to any approved accommodations.
• Have experience in retail or sales, or related work experience.
• Possess the visual inspection and fine motor skills to safely perform hardware repairs.
• Have experience troubleshooting hardware and software issues in a customer service environment.

Qualifications

• Demonstrate technical expertise of Apple products and services, including repairing devices.
• Analyze problems and follow troubleshooting steps to identify the root cause of a technical issue.
• Navigate customer service issues with care and strong interpersonal skills.
• Apply an action-oriented mindset and sense of motivation to do what’s best for the customer and Apple, often anticipating and adjusting for problems and roadblocks.
• Work in a fast-paced environment, often under tight deadlines and pressure, while supporting multiple customers or hardware repairs at the same time.
• Communicate effectively and tailor your communication style to different audiences.
• Collaborate and motivate across the store and among key partners to achieve individual and overall team goals.
• Support and educate the broader team by sharing knowledge, experiences, and insights.
• Frequently handle, lift, and move merchandise safely.

Skills

• Technical expertise of Apple products and services, including repairing devices.
• Ability to troubleshoot hardware and software issues in a customer service environment.
• Strong interpersonal skills and ability to communicate effectively with customers.
• Action-oriented mindset and sense of motivation to provide excellent service.
• Ability to collaborate and motivate across the store and among key partners.

Benefits

Apple offers a comprehensive benefits package that includes:

• Health insurance
• Retirement savings plans
• Flexible spending accounts
• Employee assistance programs
• Parental leave
• Family medical leave
• Comprehensive wellness programs
• Discounts on Apple products and services

Pay

The salary range for this role is $50,000 - $80,000 annually, depending on qualifications and experience.

Schedule

The schedule for this role may include evenings, weekends, and public holidays, and may vary based on business needs.

Equal Opportunity Employer

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.