IN-Genius
Apple · Posted Nov 4
Consumer electronics, computer software, and digital online services
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About the role
Apple Retail brings Apple's products and services to customers through its retail stores, with a focus on an only-at-Apple service experience. The Genius Bar team handles troubleshooting, diagnosis and repair of Apple hardware and software for customers in store. This role performs repairs on all Apple products serviced in the store, educates customers on repair options and Apple offerings, and mentors Genius Bar team members.
What you will do
- Apple Retail is where the best of Apple comes together. We bring our expertise to help people do what they love, delivering an only-at-Apple experience. At Apple, we believe inclusion is a shared responsibility and we work together to foster a culture where everyone belongs and is inspired to do their best work.
- 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. A Genius makes sure customers are educated about repair options and Apple offerings, and performs repairs on all Apple products serviced in the store.
- A Genius excels in repairing relationships with customers and demonstrates the high standard of service and support in our retail stores. You enhance team knowledge by modelling exceptional service and educating and mentoring team members.
- 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.
Skills used in this role
What the employer is looking for
- 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.
- Have the ability to visually inspect hardware and the fine motor skills to safely conduct repairs.
- Have experience troubleshooting hardware and software issues in a customer service environment.
- Be proficient in the local language, both written and spoken.
Preferred qualifications
- Demonstrate technical expertise of Apple products and services, including repairing devices.
- Analyse 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.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Apple
Apple Inc. designs, manufactures, and markets smartphones, personal computers, tablets, wearables, and accessories, and sells a variety of related services. Widely recognized as one of the world's leading technology innovators, the company emphasizes ecosystem integration, proprietary Apple silicon, and user privacy. Its flagship offerings include the iPhone, Mac, iPad, AirPods, Apple Watch, and the App Store.
- Industry
- Consumer Electronics
- Company size
- 166,000+ employees
- Founded
- 1976-04-01
- Location
- Cupertino, California, USA
- Funding stage
- Public Company
Funding
Public Company · $3.6M raised
- 1978-01-01Venture$0.09M
- 2020-12-25Post Ipo Debt-
Leadership
Chief Executive Officer
Tim Cook
Executive Chairman
Kevan Parekh
Chief Financial Officer
Sabih Khan
Chief Operating Officer
Craig Federighi
Senior Vice President of Software Engineering
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