Health Virtual Services and Support Agent

About the job

As a Health Virtual Services and Support Agent, you’ll help members feel more confident using everyday technology. You’ll serve as an initial point of contact, identify technology needs and provide Tier 1 or Tier 2 support by phone or approved remote methods. You’ll troubleshoot devices, connectivity, applications and digital tools while providing clear education that builds member confidence. When an issue requires additional or hands-on support, you’ll coordinate an appropriate handoff or eligible in-store support.

This role is remote eligible, which means you would work virtually from home or another non-Best Buy location. The specific work arrangements vary by role and team. The recruiter or hiring manager will provide more details during the hiring process.. This is a shift-based role with open availability required: Monday - Friday 8am-8pm EST

##** What you’ll do

**- Respond to inbound member calls, authenticate or enroll members, identify technology needs, confirm the approved scope of support, and open or update service cases.

• Provide Tier 1 education and troubleshooting for common technology needs, using approved steps and clear instructions to resolve eligible requests and build member confidence.
• Provide Tier 2 phone-based or approved remote support for computers, mobile devices, peripherals, operating systems, software, applications, browsers, email, Wi-Fi, internet, Bluetooth, teleconferencing, accounts, logins and connectivity.
• Complete warm handoffs for unresolved, in-scope requests, documenting the issue, device or application information, troubleshooting completed, results and recommended next actions.
• Guide members through approved partner, insurance, member, patient portal and pharmacy websites or applications, and coordinate eligible in-store support when issues cannot be resolved remotely.
• Support Health Install Services and related operations, including virtual installations, in-home appointment coordination, Geek Squad support, service recovery, compliance cases, order management, equipment swaps, testing and service records, while accurately documenting interactions and following established workflows, compliance requirements and performance expectations.

##** Basic qualifications

**- 1 year of customer service experience

• 1 year of experience entering information in a customer relationship management system
• 1 year of experience using Microsoft Outlook, Excel and Word
• Strong verbal and written communication skills

##** Preferred qualifications

**- 2 or more years of customer service experience

• Experience in a technical support or product-focused role
• Demonstrated sense of urgency and attention to detail in a fast-paced customer service environment
• Ability to work autonomously, take initiative and manage responsibilities with minimal direction
• Self-starter with strong problem-solving and organization skills**

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.

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Location Number100029 Remote - Nevada

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Benefits

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

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