Genius

Apple, Inc.; Valladolid; On-site; EUR 17,000 - 28,000; Full time

Job summary

Apple Retail in Valladolid seeks a knowledgeable team member to support repairs and customer service at the Genius Bar. You will troubleshoot and diagnose issues, guiding customers through solutions and educating them on products and services. You will mentor peers and contribute to a supportive, inclusive store culture.

The role emphasizes hands-on repair work, strong communication, and collaboration with store leadership to resolve escalations and improve service quality.

Qualifications

• Experience in retail or sales setting.
• Ability to visually inspect hardware and safely conduct repairs.
• Experience troubleshooting hardware and software in customer service.
• Proficiency in local language (spoken and written).

Responsibilities

• Provide expert knowledge to support repairs and repairs processes.
• Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software.
• Deliver excellent service by understanding customer needs and offering product recommendations.
• Mentor Genius Bar team members and share knowledge.
• Support leadership with timely resolutions to escalations and feedback to Apple.
• Contribute to an inclusive environment and uphold Apple values.

Skills

Technical expertise

Troubleshooting

Interpersonal skills

Customer service

Team collaboration

Communication

Mentoring

Adaptability

Physical handling

Job description

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.

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.

Preferred Qualifications

You can:

• 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.

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 the local language, both written and spoken (sign language supported).