US-Genius

About the Role

Apple Retail brings together the best of Apple to help people do what they love, delivering an "only-at-Apple" experience.

Key Responsibilities

• Combine extensive functional troubleshooting skills with the ability to inspire excitement for Apple's products and services.
• Deliver exceptional service and empower customers to get the most out of their Apple products and services.
• Educate customers about repair options and Apple offerings.
• Perform repairs on all Apple products serviced in the store.
• Excel in repairing relationships with customers and demonstrate a high standard of service and support.
• Enhance team knowledge by modeling exceptional service and educating/mentoring team members.
• Support customers having Apple product or software issues with care and empathy, using all tools and resources provided by Apple.
• Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software.
• Provide excellent service by understanding customer 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 service concerns, and provide feedback to Apple.
• Use extensive knowledge of hardware and software components to identify the origin of technical concerns and educate 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 supporting customer-facing activities on or off the sales floor.
• Contribute to an inclusive environment by respecting differences and being curious.
• Demonstrate Apple's values of inclusion and diversity in daily activities.

Requirements & Tech Stack

• Have extensive knowledge and stay up-to-date on all Apple products, services, and Genius Bar repair processes and procedures.
• Possess visual inspection and fine motor skills to safely perform hardware repairs.
• Have experience troubleshooting hardware and software issues.
• Utilize all tools and resources provided by Apple.
• Apply knowledge of hardware and software components.

Qualifications

• Available to work a schedule based on business needs, which may include nights, weekends, and public holidays.
• Must reliably attend work as scheduled, in line with local laws and subject to any approved accommodations.
• Experience in retail or sales, or related work experience.
• Experience troubleshooting hardware and software issues in a customer service environment.
• Demonstrate technical expertise of Apple products and services, including repairing devices.
• Ability to 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.
• Ability to work in a fast-paced environment, often under tight deadlines and pressure, while supporting multiple customers or hardware repairs simultaneously.
• Ability to communicate effectively and tailor communication style to different audiences.
• Ability to collaborate and motivate across the store and among key partners.
• Ability to support and educate the broader team by sharing knowledge, experiences, and insights.
• Frequently handle, lift, and move merchandise safely.