Technical Floor Support Lead at Best Buy Co, Inc in Brooks, KY
Job Description The Technical Floor Support Lead performs high quality repairs on consumer electronics by addressing all unit symptoms and repairing or replacing defective parts as necessary. They provide work direction and product repair training or over-the-phone troubleshooting training to a team of agents in a specific product category. They are responsible for goal setting, monitoring client interactions, and handling escalated calls. Technical Floor Leads are also responsible for Work in Process (WIP) management for their team and must assist in overall WIP management of their locations. At Best Buy, we are obsessed with building long term relationships with our customers. Every team member should feel empowered to deliver a world-class and unique experience based on what each customer needs. Key Responsibilities Helps drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions to their needs. Onboards and trains new team members. Coaches, develops, and trains current team members on performance expectations. Provides input on talent evaluations and performance development discussions. Ensures compliance of all department policies and procedures. Acts as leader for advanced hardware or software repair. Monitors work-in-process (WIP) que or phone queue. Troubleshoots and diagnoses product issues over-the-phone and in person. Replaces and repairs consumer electronics hardware and software. Documents product repairs and progress on work orders. Department Specific Repair Provides work direction and product repair training to Repair Agents (CIAs). Contacts clients with quotes for repair and answers questions regarding cost, product installation, and operation. Total Tech Support - GSC Provides work direction and phone-based client training to Total Tech Support Agents across multiple consumer electronic categories. Handles high level escalated clients by supporting Total Tech Repair Agents. Completes routine quality audits on client calls and provides feedback on interactions and resolutions. Basic Qualifications Able to stand and sit for long periods of time Able to work in a fast-paced environment Able to work in a non-climate-controlled environment Able to maneuver weight up to 50 pounds with or without accommodation Availability to work a flexible based on business needs 6 months of experience in training, facilitation, and/or coaching related to consumer electronics repair and troubleshooting 1 year of experience diagnosing and repairing consumer electronics or appliances 1 year of experience in a consumer facing or help desk environment 1 year of Intermediate experience using Microsoft Office (Excel, Outlook etc.) Preferred Qualifications Consumer Electronics and/or Appliance Manufacture Repair Certification 6 months of supervisory or military leadership experience Additional Job Information Join our team! While you're busy delivering on our belief of making technology work for our customers, we're working to ensure you are rewarded for your passion, energy and commitment. Our pay for performance philosophy rewards results and offers you opportunities to grow in your career and increase your earning potential. Ready? Let's do this! About Us About Geek Squad It all began with a few oddly dressed heroes fixing computers. Today, we're an army of Agents more than 18,000 strong, on a singular mission to rid the world of rogue technology. We're still oddly dressed, but we're now oddly dressed and saving the day across the globe. If you're techno-exceptional, good with people and great at having fun while doing top-quality work, we invite you to join our illustrious ranks. Best Buy Company and its Family of Brands Best Buy is the world's largest multi-channel consumer electronics retailer with stores in the United States, Canada, and Mexico. We are the 11th largest online retailer in the U.S. and Canada, we have the number one customer loyalty program of its kind and more than 1.6 billion visitors to our websites and stores each year. Our more than 165,000 employees are committed to helping deliver the technology solutions that provide value, enabling access to people, knowledge, ideas and fun - whether online, via mobile device or in our stores.
Salary Range:
$80K -- $100K
Minimum Qualification
Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.
Salary Range:
$80K -- $100K
Minimum Qualification
Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.
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