Description

About the Role:

As a Genius at Apple Retail, you're not just a tech troubleshooter—you’re a trusted expert and a role model. You combine deep technical knowledge with strong people skills to deliver personalized repair support, inspire confidence in Apple products, and mentor others. You provide best-in-class service, restore customer trust, and contribute to a culture of excellence and inclusion in the Genius Bar and beyond.

Key Responsibilities:

• Troubleshoot, diagnose, and repair Apple hardware and software issues across devices.
• Stay current on all Apple products, services, and Genius Bar repair procedures.
• Deliver exceptional customer service through empathy, clear communication, and problem-solving.
• Educate customers on Apple offerings, repair options, and purchase pathways.
• Mentor Genius Bar team members by sharing technical insights and modeling best practices.
• Collaborate with leadership to identify and report recurring issues and customer concerns.
• Help manage customer escalations with professionalism and urgency.
• Perform additional duties as needed, including participating in customer-facing store activities.
• Promote and uphold Apple’s culture of inclusion and diversity in every interaction.

Minimum Requirements:

• Flexible availability including nights, weekends, and public holidays.
• Prior experience in retail, customer service, or related technical roles.
• Proficiency in visual inspections and fine motor skills for safe and accurate repairs.
• Proven track record of troubleshooting hardware/software in customer-facing environments.

Preferred Qualifications:

• Demonstrate expert-level knowledge of Apple products and perform repairs confidently.
• Troubleshoot and pinpoint root causes using structured problem-solving methods.
• Handle high-pressure, fast-paced repair scenarios with calm and efficiency.
• Communicate clearly and adapt your message to a variety of audiences.
• Guide team members, inspire collaboration, and support Apple’s mission and values.
• Anticipate issues and proactively resolve or escalate as needed.
• Lift, carry, and move merchandise and tools safely and efficiently.

Ideal For:

• Individuals passionate about technology, problem-solving, and customer service.
• Technicians with strong communication skills and a coaching mindset.
• Team players who can balance independence with collaboration.