Genius

Job title: Genius

About the Role As a Genius at Apple Retail, you’ll combine strong troubleshooting skills with a passion for delivering an only-at-Apple experience. You’ll stay current on Apple products, services and repair processes to support high-quality repairs and outstanding customer service. You’ll educate customers on repair options, offerings and how to get the most from their Apple devices, while mentoring teammates and contributing to an inclusive store culture.

What You'll Do

• Maintain extensive knowledge of Apple products, services and Genius Bar repair processes to support efficient and high-quality repairs.
• Support customers with Apple hardware 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 other service concerns, providing feedback to Apple.
• Use extensive knowledge of hardware and software components to identify where technical concerns may originate and educate others.
• 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 fostering learning.
• Demonstrate Apple’s values of inclusion and diversity in daily activities.

What We're Looking For

• Availability to work a schedule based on business needs that may include nights, weekends and public holidays in the retail store, and reliable attendance in line with local laws and accommodations.
• Experience in retail or sales, or related work experience.
• Ability to visually inspect hardware and the fine motor skills to safely conduct repairs.
• Experience troubleshooting hardware and software issues in a customer service environment.
• Proficiency in the local language, both written and spoken.

Nice to Have

• Technical expertise of Apple products and services, including repairing devices.
• Ability to analyse problems and follow troubleshooting steps to identify root causes.
• Ability to navigate customer service issues with care and strong interpersonal skills.
• Action-oriented mindset and motivation to do what’s best for the customer and Apple, often anticipating and adjusting for problems.
• Capacity to work in a fast-paced environment with multiple customers or repairs at the same time.
• Effective communication and ability to tailor your style to different audiences.
• Collaboration and motivation across the store and with key partners to achieve goals.
• Willingness to share knowledge and educate the broader team.
• Frequently handle, lift and move merchandise safely.
• A commitment to accessibility and inclusion consistent with Apple’s values.

Compensation & Benefits

• Salary and benefits information are not disclosed in this posting.