Apple Genius - IT Support Technician

Apple - Des Peres, MO

Full-time - Entry Level

Des Peres, MO

Computer and Electronic Product Manufacturing

About the position

As a Genius at Apple Retail, you will leverage your troubleshooting skills and product knowledge to provide exceptional service to customers. This role focuses on educating customers about Apple products and services, performing repairs, and enhancing team knowledge through mentoring. You will be responsible for resolving service concerns and contributing to a culture of inclusion and diversity within the team.

Responsibilities

• Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software.
• Provide excellent service to Apple customers by understanding their needs and presenting product and service recommendations.
• Support customers with Apple product or software issues using provided tools and resources.
• Work with team leaders to identify recurring repair problems and provide feedback to Apple.
• Serve as a mentor and positive role model for Genius Bar team members.
• Support leadership in resolving customer escalations in a timely manner.
• Perform customer-facing activities on or off the sales floor as needed.
• Contribute to an inclusive environment by respecting differences and demonstrating curiosity to learn.

Requirements

• Experience in retail or sales, or related work experience.
• Visual inspection and fine motor skills to safely perform hardware repairs.
• Experience troubleshooting hardware and software issues in a customer service environment.

Nice-to-haves

• 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.
• Work in a fast-paced environment under tight deadlines while supporting multiple customers or repairs.
• Communicate effectively and tailor communication style to different audiences.
• Collaborate and motivate across the store to achieve team goals.

Benefits

• Comprehensive medical and dental coverage.
• Retirement benefits.
• Discounted products and free services.
• Reimbursement for certain educational expenses, including tuition.
• Opportunity to participate in Apple's Employee Stock Purchase Plan.
• Eligibility for discretionary bonuses or commission payments.