Apple Genius - IT Support Technician

Apple - Norwalk, CT

Part-time,Full-time - Entry Level

Norwalk, CT

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 assisting customers, 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 provide outstanding service. Your role will require you to quickly assess product issues, explaining the situation to customers with patience and clarity. You will determine whether repairs can be performed on-site or if a replacement is necessary, and you will provide solutions that get users back up and running as quickly as possible. Even when managing multiple customers, you will remain aware of their time constraints and your own, fulfilling Apple's service commitment with efficiency and skill. You will also be expected to contribute to a positive team environment, fostering a culture of inclusivity and support where everyone feels valued and inspired to perform their best work. At Apple, we are dedicated to continuous improvement in our services. Therefore, we are looking for individuals who can identify problems and provide constructive feedback to help us stay relevant and responsive to customer needs. This position is available in both full-time and part-time capacities, allowing for flexibility based on business needs.

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 situations with patience and compassion.
• Determine whether repairs can be done or if a replacement is needed, offering solutions accordingly.
• Manage multiple customer interactions while being conscious of their time demands.
• Fulfill Apple's service commitment with style, speed, and skill.
• Mentor and share knowledge with team members, providing tips and training.
• Identify problems and provide feedback to improve customer service.
• Contribute to an inclusive environment by respecting differences and fostering curiosity.

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 Apple's values of inclusion and diversity in daily activities.
• 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.