Technical Floor Support Lead

Profile

Geek Squad
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 **MEMBERS ONLY**SIGN UP NOW***., 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 schedule 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

Company info

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