Apple Genius - IT Support Technician

$64,688 - $89,232/Yr

Apple

Part-time,Full-time - Entry Level

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, 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, fostering a collaborative environment where everyone can thrive. Your role will require you to quickly assess product issues, explaining technical situations with patience and clarity. You will need to determine whether repairs can be performed on-site or if a replacement is necessary, all while being mindful of the customers' time and needs. Your ability to multitask and prioritize effectively will be essential, as you may be assisting multiple customers simultaneously. You will embody Apple's commitment to service excellence, earning the trust of both customers and colleagues through mentorship and knowledge sharing. At Apple, we value continuous improvement in our services, and we are looking for individuals who can identify problems and provide constructive feedback. Your contributions will help ensure that our customer service remains relevant and effective. This position offers both full-time and part-time opportunities, allowing you to choose a schedule that fits your lifestyle while meeting the business needs of the store.

Responsibilities

• Diagnose and repair Apple products for customers at the Genius Bar.
• Provide friendly, hands-on technical support and insightful advice to customers.
• Quickly assess product issues and explain technical situations with patience.
• Determine whether repairs can be performed or if a replacement is needed.
• Offer solutions to get users up and running again as quickly as possible.
• Maintain a focus on customer satisfaction while managing multiple customer interactions.
• Educate team members about Apple products and technologies.
• Contribute to a culture of inclusion and respect within the team.
• Identify problems and provide feedback to improve customer service.

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 others' 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 stock at a discount.
• Eligibility for discretionary bonuses or commission payments.