Pros: geek squad culture is very tongue-in-cheek, lots of pop-culture references in their documentation and training modules, can be genuinely fun
Cons: only get a half hour lunch break off the clock, very sales-driven since it's still retail, less emphasis on troubleshooting and more on selling services
As a Consultation Agent (CA) at Geek Squad you're expected to evaluate a client's needs based on a quick 15 minute session and sell them corresponding services to fix the issues they're having. We service Smart Phones, Tablets, Macs, PCs (even had a DOS Desktop come in one day!).
A typical day for me at Geek Squad consisted of troubleshooting PCs, the majority of which had infections, explaining to clients where the infections come from and offering them several service plans that would enable the Repair Agents to clean things up. Aside from that I set up new PCs for clients, installed software and before leaving was getting trained by Repair Agents on computer repair.
During my time with Geek Squad I learned how to create Microsoft Accounts needed for Office installations, Learned how to install and set up Quickbooks, Outlook 2013, Quicken, multiple AVs. I did some repair work in the back utilizing Geek Squad tools as well as various Microsoft repair tools. I also learned quite a bit about Macs- something I never had much exposure to before.
My direct managers usually had a good grasp of how things worked but where primarily concerned about the bottom-line and sales of service plans to clients. Overall store management was mostly clueless as to how Geek Squad operated.
The hardest part of being with Geek Squad was when you had to tell people that their device, whether it be a tablet, phone or laptop, was done for. Viruses like Cryptolocker are devastating and unfortunately there is no recourse for the victim. They either pay the criminals that encrypted their files or start – more... over. It was also challenging trying to explain how technology worked with less technically inclined individuals. I've found that a little bit of extra patience goes a long way when trying to educate others on how to use their devices.
The most enjoyable part of my job came from interacting with my co-workers and when your'e able to fix a problem on the counter for a client. The gratitude and heartfelt thanks really makes the job worth it. A bonus was being able to get hands-on experience with multiple laptops, tablets and smart phones. First hand experience is the best way to learn about the ins and outs of a device. – less