Health Virtual Services and Support Agent

Job Description

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