Job Description
The US-Genius role involves providing technical support and repair services for Apple products. Responsibilities include diagnosing and resolving hardware and software issues, offering excellent customer service, and educating customers on product features. The role requires in-depth knowledge of Apple products, troubleshooting skills, and the ability to mentor other team members. The individual will also contribute to identifying recurring repair problems and provide feedback to Apple. The role also includes supporting customer-facing activities and upholding Apple's values of inclusion and diversity. This position requires a deep understanding of Apple's ecosystem and a commitment to providing exceptional customer experiences.
Must Have:
- Extensive knowledge of Apple products
- Troubleshooting and repair skills
- Excellent customer service skills
- Ability to diagnose hardware and software issues
- Mentoring and team support
Perks:
- Comprehensive medical and dental coverage
- Retirement benefits
- Discounted products and free services
- Educational expense reimbursement
- Discretionary bonuses or commission payments
- Relocation assistance
Have extensive knowledge and stay up to date on all Apple products, services, and Genius Bar repair processes and procedures to support efficient and high-quality repairs. Support customers having Apple product or software issues with care and empathy, using all tools and resources provided by Apple. Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software. Provide excellent service to Apple customers by seeking to understand their needs, identifying ownership opportunities, presenting product and service recommendations, and educating customers on relevant ways to buy. Work with team leaders to identify recurring repair problems and other service concerns, and make sure that feedback is provided to Apple. Use extensive knowledge of hardware and software components to identify where technical concerns may originate from and educate others on the team. Serve as a Mentor, resource, and positive role model for Genius Bar team members. Support leadership in providing timely resolution to customer escalations. Perform other tasks as needed, including but not limited to supporting customer-facing activities on or off the sales floor. Contribute to an inclusive environment by respecting each other’s differences and having the curiosity to learn. Demonstrate Apple’s values of inclusion and diversity in daily activities.
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