Apple Genius - IT Support Technician

Apple - Raleigh, NC

Part-time,Full-time - Entry Level

Raleigh, NC

Computer and Electronic Product Manufacturing

About the position

As a Genius at the Apple Store, you will play a crucial role in maintaining customer trust by providing hands-on technical support and troubleshooting for Apple products. Your primary responsibility will be to diagnose and repair issues that customers face with their devices, ensuring that they receive swift and effective solutions. You will utilize your exceptional diagnostic skills and empathetic nature to reassure customers, guiding them through the repair process and offering advice on accessories that enhance their experience with Apple products. In addition to direct customer interactions, you will also be responsible for educating your team members about the latest products and technologies, ensuring that everyone is equipped with the knowledge necessary to assist customers effectively. Your role will require you to manage multiple customer interactions simultaneously while remaining attentive to their individual needs and time constraints. You will be expected to fulfill Apple's service commitment with a focus on style, speed, and skill, earning the trust of both customers and colleagues. As part of a collaborative team, you will contribute to a culture of inclusivity and support, where every team member feels valued and inspired to perform at their best. You will also be encouraged to provide feedback on service improvements, helping to keep Apple's customer service relevant and effective in a rapidly changing technological landscape.

Responsibilities

• Diagnose and repair Apple products for customers at the Genius Bar.
• Provide friendly, hands-on technical support and insightful advice to customers.
• Explain technical issues with patience and compassion to ensure customer understanding.
• Determine whether repairs can be made or if a replacement is necessary, offering quick solutions.
• Manage multiple customer interactions while being conscious of their time demands.
• Educate team members about Apple products and technologies to enhance team knowledge.
• Contribute to a culture of inclusivity and respect within the team.
• Identify problems and provide feedback to improve customer service.
• Maintain up-to-date technical knowledge of Apple products and services.

Requirements

• Strong people skills and a knack for problem solving.
• Ability to maintain composure and customer focus while troubleshooting technical issues.
• Ability to adhere to a schedule of customer appointments.
• Demonstrate curiosity and respect for differences to contribute to an inclusive environment.
• Aptitude for acquiring skills in technical repairs and eagerness to learn about Apple products.
• Excellent prioritization skills and ability to make quick decisions.
• Excellent verbal and written communication skills.
• Success in team environments, demonstrating shared responsibility and accountability.
• Flexibility with work schedule based on business needs.

Nice-to-haves

• Experience in customer service or technical support roles.
• Familiarity with Apple products and services.
• Previous experience in a retail environment.

Benefits

• Comprehensive medical and dental coverage.
• Retirement benefits including 401k options.
• Discounted products and free services.
• Reimbursement for certain educational expenses, including tuition.
• Opportunity to participate in employee stock programs and purchase Apple stock at a discount.
• Eligibility for discretionary bonuses or commission payments.
• Relocation assistance if applicable.