Covert Agent - Core

Covert Agents are the friendly Agents you may never see in person. Often working out of remote locations, Covert Agents help client find solutions for their technology challenges by phone or through online chat sessions. Core Agents provide remote assistance with software repairs and upgrades or installations, and computer system optimization services on the full range of devices and systems. Key to these interactions is working with clients to make sure they understand what the Agent is doing, and advising them on how to best take advantage of services. It is vital that, in keeping the streets safe from technological evil, Covert Agents stand behind their work with our 5 Point Pledge.

Responsibilities

  • Connect and communicate with clients using online and/or phone portals.
  • Recommend appropriate solutions based on the client's description of the situation and Agent's diagnosis.
  • Perform upgrades, repairs and applicable installations using phone, online chat, and/or remote desktop software.
  • Diagnose operating system problems, repair all issues and remove malware as defined by scopes of work.
  • Perform network setup and troubleshooting services.
  • Use excellent verbal and written skills to understand client needs and explain services.
  • Recommend upgrades that are appropriate and applicable to the client's needs or desire.
  • Maintain a flexible schedule and work load.
  • Display a high degree of professionalism, courtesy and client service throughout all client interactions.

Basic Qualifications

  • Must be 18 or older
  • Access to a quiet work environment (this is a work-from-home position)
  • Ability to work on multiple projects simultaneously on multiple communication channels (chat/phone)
  • Advanced manual malware removal skills (one year of malware removal experience)
  • Networking proficiency, including gaming and home theater systems as well as mobile phones
  • Strong written and verbal communication skills

Preferred Qualifications

  • Bilingual
  • Server and business network experience
  • Home theater troubleshooting experience
  • Retail sales experience
  • Tablet and/or Best Buy® Mobile product training

Positions within Covert Operations open on a very limited basis, we are not seeking external candidates at this time.