An Apple Genius provides technical support to customers in an Apple Store, which is a retail environment. This position requires face to face interaction with customers, and some of the problems will be expected to be solved in front of the customer. Usually, appointments are scheduled, so that the Apple Genius is working with one customer at a time. However, at times it may be necessary to provide assistance to multiple people simultaneously. Therefore, the ability to work well under pressure is important, as are strong customer service skills.
The Apple Genius should be familiar with the various devices produced by Apple and be technologically proficient. Customers who are having problems with their Apple products will bring in the devices to be seen by the Apple Genius. The Apple Genius will perform various diagnostic tests in order to discover the problem. From there, troubleshooting will be carried out, in order to remedy the problem. Strong problem-solving skills are important. If the solution can be easily fixed, the Apple Genius will make the fixes necessary. Sometimes, the problem will have to be escalated to another technical service department. The Apple Genius should be able to explain the problem and the solution to the customer in a polite and understandable manner. When the warranty does not cover the issue, the Apple Genius must explain in a courteous manner any services that may be needed and the corresponding fees. Some positions may involve selling additional Apple items to customers, when appropriate.
Usually, a minimum of a high school diploma is necessary. It may also be needed to demonstrate proficiency in technical support.
Apple Genius Tasks
Provide insightful advice and friendly, hands-on technical support to Apple customers.
Offer solutions to quickly get users up and running again.
Determine whether repairs can be done or a replacement is needed.
Diagnose product issues immediately, explaining situations with patience and empathy.