Health Virtual Services and Support Agent Job at Best Buy Health in New York

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 DoRespond 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.

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), 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.