Service Center Business Agent - Tier III

About the role

You’ll perform advanced device configuration, repair and lifecycle services for business clients across a wide range of technology products. You’ll complete complex work independently while acting as a subject matter expert for other Agents. You’ll ensure a high-level of service quality, maintain strict data privacy standards and support workflow efficiency.

Responsibilities

• Provide timely follow-up and ultimate resolution for customers including phone, chat and other platforms
• Complete functionality testing, quality testing and troubleshooting for repair, replacement, life cycle management and data sanitization
• Partner with leaders to solve complex, long-term issues and inefficiencies to improve our customer experience and build brand loyalty
• Maintain professionalism, emotional intelligence, empathy and optimism in all communications and interactions with customers
• Use multiple systems (Breeze, OMS, STAR, GSX/AST2, OCIS, RSS, Linux, Gozer, Comergent, FMS and others) to document all interactions

Requirements

• 1 year of experience diagnosing, troubleshooting and configuring technology products such as desktops, laptops, mobile devices or related hardware
• 6 months of experience applying operating systems, software installation or device imaging processes in a production or enterprise environment
• 6 months of experience using Microsoft Office Suite or comparable productivity tools
• 1 year of experience using proprietary systems, inventory management tools, or workflow tracking systems
• Able to work independently in a fast-paced, high-volume environment with strong attention to detail
• Able to manage multiple priorities, adapt to changing business needs, and maintain organization
• Able to stand and sit for extended periods of time
• Able to lift up to 25 pounds with or without accommodation

Qualifications

• Basic Qualifications: 1 year of experience diagnosing, troubleshooting and configuring technology products such as desktops, laptops, mobile devices or related hardware
• 6 months of experience applying operating systems, software installation or device imaging processes in a production or enterprise environment
• 6 months of experience using Microsoft Office Suite or comparable productivity tools
• 1 year of experience using proprietary systems, inventory management tools, or workflow tracking systems
• Able to work independently in a fast-paced, high-volume environment with strong attention to detail
• Able to manage multiple priorities, adapt to changing business needs, and maintain organization
• Able to stand and sit for extended periods of time
• Able to lift up to 25 pounds with or without accommodation

Preferred Qualifications

• 2 years of experience using Best Buy proprietary systems or similar enterprise/repair systems
• Experience working in a Quality Management System (QMS) or process-driven production environment
• 1 year of experience in a client-facing service, operations or support role
• Experience supporting or training other employees in technical processes or workflows
• Associate degree in Information Technology or related field
• Industry certifications in IT, hardware repair, or consumer electronics (e.g., CompTIA A+, OEM certifications)
• Strong data entry and documentation skills within operational systems
• Bilingual in English and Spanish

What's In It For You

• Competitive pay
• Great employee discount
• Financial savings and retirement resources
• Support for your physical and mental well-being

About Us

We’re committed to helping our people thrive at work and at home. Best Buy offers a range of benefits to support your overall well-being and provide support as you need it, especially at key moments in your life — in our stores, online and in customers’ homes. Our culture is built on deeply supporting and valuing our amazing employees who make it all possible. We’re committed to being a great place to work, where you can unlock unique career possibilities. Above all, we aim to provide a place where you can bring your full, authentic self to work now and into the future. Tomorrow works here.™

Best Buy

Best Buy is an equal opportunity employer. Application deadline: Minimum of 5 days from the posting date. You can find that date above the job title at the top of the page. Position Type: Full timePandoLogic. , Location: Brooks, KY - 40109