US-Genius

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.