Service Center Business Agent - Tier III

Job Description

As a Tier III Service Center Business Agent, 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.

This role takes place at Geek Squad city, our 240,000-square-foot repair center in Brooks, Kentucky.

What you'll do

• 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

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
• Ability to work independently in a fast-paced, high-volume environment with strong attention to detail
• Ability to manage multiple priorities, adapt to changing business needs, and maintain organization
• Ability to stand and sit for extended periods of time
• Ability 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

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.

Our benefits include:

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

Best Buy provides different types of leaves of absence (LOA) and potential pay sources to employees based on eligibility. The length of your LOA depends on your situation, where you live, your full-time or part-time employment status, and federal and state regulations. Intermittent or reduced-schedule leave is also available for certain medical or family care leaves. Paid time off (vacation or PTO) is offered to full-time and part-time employees based on work location, employment status, salary or hourly status (exempt/non-exempt), and years of continued or bridged service.

Certain roles, where market norms demand it, are eligible for various forms of incentive pay to drive performance and offer recognition for achieving financial and strategic results. For more information about our incentive pay plans, including eligibility, please refer to our Incentive Programs Summary

For more information about benefits, LOA and paid time off, please refer to our Benefits Guide.

About us

As part of the Best Buy team, you'll help us fulfill our purpose to enrich lives through technology. We bring that to life every day by humanizing and personalizing tech solutions for every stage of 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 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.

Benefits

Best Buy offers a range of benefits to support your overall well-being, as outlined in the Benefits Guide. Eligibility may vary.