Apple Genius - IT Support Technician

$64,688 - $89,232/Yr

Apple - Elmhurst, NY

Full-time - Entry Level

Elmhurst, NY

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. Your role involves educating customers about repair options, performing repairs on Apple products, and mentoring team members to enhance overall service quality. You will be responsible for diagnosing and resolving technical issues while fostering an inclusive environment that aligns with Apple's values.

Responsibilities

• Support customers with Apple product or software issues using empathy and care.
• Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software.
• Educate customers on repair options and Apple offerings.
• Work with team leaders to identify recurring repair problems and provide feedback.
• 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 promoting curiosity.

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 root causes.
• Navigate customer service issues with strong interpersonal skills.
• Work effectively in a fast-paced environment under pressure.
• 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
• Discretionary bonuses or commission payments
• Opportunity to participate in employee stock programs