CA-Genius

Apple Inc.; Masonville; On-site; CAD 40,000 - 55,000; Full time

Benefits offered by this job

Apple Benefits

Stock programs

Relocation assistance

Discounted products

Job summary

Apple Inc. in Ontario, Canada is seeking a Genius for Apple Retail to troubleshoot and repair Apple hardware and software, educate customers, and inspire excitement for Apple products while delivering exceptional service.

You’ll mentor team members, support leadership with escalations, and help maintain an inclusive store environment. Flexible scheduling including evenings and weekends is required, with base pay in the posted range and comprehensive Apple benefits.

Qualifications

• Experience in retail or sales, or related work experience.
• Ability to visually inspect hardware and the fine motor skills to safely conduct repairs.
• Experience troubleshooting hardware and software issues in a customer service environment.
• Proficient in written and spoken English.

Responsibilities

• Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software.
• Provide excellent service by understanding customer needs and educating on purchases and repairs.
• Mentor and support Genius Bar team members and handle customer escalations.
• Contribute to an inclusive store environment and collaborate with store leadership.

Skills

Retail experience

Troubleshooting

Customer service

English proficiency

Job description

Selection changes the language of the page/content

Apple Retail is where the best of Apple comes together. We bring our expertise to help people do what they love, delivering an only-at-Apple experience. At Apple, we believe inclusion is a shared responsibility and we work together to foster a culture where everyone belongs and is inspired to do their best work.As a Genius, you combine extensive functional troubleshooting skills with an ability to inspire excitement for Apple’s products and services. You deliver exceptional service and empower customers to get the most out of their Apple products and services. A Genius makes sure customers are educated about repair options and Apple offerings, and performs repairs on all Apple products serviced in the store.A Genius excels in repairing relationships with customers and demonstrates the high standard of service and support in our retail stores. You enhance team knowledge by modeling exceptional service and educating and mentoring team members.

Description

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.This posting is for existing vacancies and future opportunities at Apple.For postings in Ontario, qualified candidates can expect a hiring rate up to the midpoint of the pay range. On an exceptional basis, candidates with significant experience and skills for the role may be paid up to the range maximum.

Minimum Qualifications

• You should:
• Be available to work a schedule based on business needs that may include nights, weekends, and public holidays in the retail store, and reliably attend work as scheduled, in line with local laws and subject to any approved accommodations.
• Have experience in retail or sales, or related work experience.
• Have the ability to visually inspect hardware and the fine motor skills to safely conduct repairs.
• Have experience troubleshooting hardware and software issues in a customer service environment.
• Be proficient in written and spoken English, except if your role is based in Quebec (sign language supported).
• Be proficient in written and spoken French if your role is based in Quebec (sign language supported).

Preferred Qualifications

• Demonstrate technical expertise of Apple products and services, including repairing devices.
• Analyze problems and follow troubleshooting steps to identify the root cause of a technical issue.
• Navigate customer service issues with care and strong interpersonal skills.
• Apply an action-oriented mindset and sense of motivation to do what’s best for the customer and Apple, often anticipating and adjusting for problems and roadblocks.
• Work in a fast-paced environment, often under tight deadlines and pressure, while supporting multiple customers or hardware repairs at the same time.
• Communicate effectively and tailor your communication style to different audiences.
• Collaborate and motivate across the store and and among key partners to achieve individual and overall team goals.
• Support and educate the broader team by sharing knowledge, experiences, and insights.
• Frequently handle, lift, and move merchandise safely.

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $27.61 and $41.45/hr, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple Inc.’s discretionary employee stock programs. Employees are eligible for discretionary restricted stock unit award recommendations, and can purchase Apple Inc. stock at a discount if voluntarily participating in Apple Inc.’s Employee Stock Purchase Plan. Participation in Apple Inc.’s discretionary stock programs is governed by Apple Inc.’s stock plans and agreements and are not part of local employment contracts or compensation.

You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits

Note: Apple benefit and compensation programs are subject to eligibility requirements and other terms of the applicable plan or program.

Apple is an equal opportunity employer that is committed to inclusion and diversity. Apple provides reasonable accommodations to applicants with disabilities. Apple is a drug-free workplace.

At Apple, we believe accessibility is a fundamental human right. You’ll find that idea reflected in everything here — in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong.

Learn about accessibility in Apple’s workplace

This posting is for existing vacancies and future opportunities at Apple.

Qualified candidates can expect a hiring rate up to the midpoint of the pay range. On an exceptional basis, candidates with significant experience and skills for the role may be paid up to the range maximum.