Apple Inc.

When describing the role of a Genius, the most effective term would be “diverse.” As a Genius, one is primarily responsible for interacting the with the customer public in regard to the training, troubleshooting, explanation, and repair of Apple hardware, software, and services. Secondary to this, one is responsible for the repair of any and all hardware and software issues that are checked into the store for repair.

Beyond this, a Genius is a resource for their team within the store. It is a Genius’ job to know the in’s and out’s of Apple Service, as well as the nuances of our hardware and software offerings, in order to better support their coworkers. This is not limited to anything specific. A Genius is also expected to have a functional understanding of Apple policy and procedure in regard Apple Service in order to help correctly set the expectations of the customer public and coworkers in regard to said questions and queries. Similarly, the Genius role also involves the training and mentoring of people new to the role, in order to help them grow and develop into the position.

In short, as a Genius, you are the public face of Apple Service. In many cases, the customer has never set foot in an Apple Store with their computer or mobile device. It is the job of a Genius to be patient, understanding, empathetic, and knowledgable without being elitist or condescending. On the back end of that, one needs to be effective, expedient, thorough, and accurate, in order to keep up with the intense demand put forth by the customer base.

Finally, a Genius is responsible for staying up to date with Apple’s policies, procedures, and protocols. At the same time, as the hardware, software, and expectations evolve, a Genius must continuously stay professionally certified through training and testing, in order to maintain their high level of proficiency in regard to hardware and software repair.