Description

Have extensive knowledge and stay up to date on all Apple products, services, and Genius Bar repair processes and procedures to support efficient and high-quality repairs.

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 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.

Contribute to an inclusive environment by respecting each other’s differences and having the curiosity to learn.

Demonstrate Apple’s values of inclusion and diversity in daily activities.

Minimum Qualifications

You should:

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.

Preferred Qualifications

You can:

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 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.