Apple Genius - IT Support Technician

$56,784 - $78,832/Yr

Apple - Escondido, CA

Part-time,Full-time - Entry Level

Escondido, CA

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 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 needed to provide excellent service. Your role will require you to quickly assess product issues, explaining technical situations 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. Your ability to build trust with both customers and coworkers will be essential, as you will also serve as a mentor, sharing your knowledge and offering tips and training to others. At Apple, we value continuous improvement in our services, and we are looking for individuals who can identify problems and provide constructive feedback to keep our customer service relevant and effective. This position is available for both full-time and part-time roles, allowing flexibility based on business needs.

Responsibilities

• Diagnose and repair Apple products for customers at the Genius Bar.
• Provide hands-on technical support and troubleshooting for various Apple devices.
• Offer advice on accessories that enhance the customer experience with Apple products.
• Educate team members about Apple products and technologies.
• Maintain a high level of customer service and satisfaction during technical support interactions.
• Manage multiple customer appointments while being aware of their time constraints.
• Identify problems and provide feedback to improve customer service processes.

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.
• Contribute to an inclusive environment by respecting differences and being curious to learn.
• Demonstrate Apple's values of inclusion and diversity in daily activities.
• Aptitude for acquiring skills in technical repairs and eagerness to learn about all 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 401(k) 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.