• Support the CTO in coordinating technical matters • Communicate with development teams and align requirements • Ensure code quality through code reviews • Plan and design technical features • Troubleshoot and debug the software platform • Research new technologies and solutions

Role Description As an Escalation Associate, you will be part of a collaborative team responsible for resolving escalated customer cases related to major appliance deliveries. You’ll work with internal partners, delivery carriers, and customers to ensure world-class service while protecting Best Buy’s brand reputation. Your investigative skills and attention to detail will play a key role in delivering fast, accurate, and customer-focused solutions. Term: 1-year Full-Time Contract Language: English (French preferred) Location: Work from Home Schedule: Monday to Friday (9:30am to 6:00pm EST) - Schedule may vary based on business needs What you’ll do as an Escalation Associate - Manage a personal queue of assigned cases, including new and in-progress escalations. - Investigate and document details related to major appliance damage or defective concerns. - Follow up with customers, vendors, parts suppliers, and partners to bring cases to full resolution. - Identify when claims should be submitted to third-party delivery and distribution partners; determine claim amounts and send documentation to 3PL and internal claims teams. - Serve as a liaison between Best Buy stores, Home Delivery carriers, and customers to ensure timely case resolution. - Provide world-class customer service while handling escalations professionally and empathetically. - Support department operations by handling driver calls and assisting with additional case types when required. - Recommend process improvements to enhance service quality and efficiency. Qualifications - Enthusiasm for connecting with customers and internal partners. - Strong investigatory and problem-solving skills. - Excellent communication and follow-through abilities. - Ability to adapt to dynamic, fast-paced situations. - A commitment to representing our brand and upholding service standards. - Reliability, professionalism, and a positive, solutions-focused mindset. Benefits - Competitive compensation, perks, and product discounts. - An enthusiastic and supportive team that quickly becomes like family. - A fun, engaging work environment full of recognition and teamwork. - Opportunities to learn about products, earn certifications, and build new skills. - Clear pathways for development and career growth. Company Description As Canada’s destination for the coolest tech, Best Buy offers one of the best work environments in the country. Our culture is built on inclusivity and belonging, giving employees a place where they can bring their whole selves to work. Our teams are dedicated to creating amazing customer experiences, and your work will directly support memorable customer moments across Canada. Base pay range: Hourly pay rate: $18.00 - $18.68. Pay may vary by province. Pay listed is for the location advertised. 9200 Airport Road, Brampton, ON L6S 6G6. This posting is for a vacancy.

- **Pre-sales Engagements: **You will collaborate with cross-functional internal teams and executive stakeholders from our client organizations to understand where they are today and the challenges they’re facing. You will share success stories and case studies that illustrate how you, or others at 3Pillar, have solved similar problems. You will apply your experience, bring in personal and 3Pillar success stories, and technology expertise during the sales meetings with the client where such expertise is needed. You will assist the solutioning team on the account that you were engaged during pre-sales with your advice. - **Consulting: **You’re curious, asking questions to first ensure that we’re answering the right questions as you dive deep into your clients’ challenge. You’re comfortable reframing issues, focusing the client on those that will drive the most impact. You will be the technical advisor to both internal and external stakeholders. You will propose solutions to enterprise business problems specific to technology and systems strategy, data, target state design, industry best practices, deep platform specific expertise. You will work with Industry Lead to build, maintain and mature capabilities within the industry vertical. - **Delivery Advice on the accounts you were engaged in as consultant or during the sales cycle**: As billable member on your billable accounts, you will advise our delivery teams as they design, build and deliver products for our customers. You will act as a bridge, providing solution continuity as accounts move from sales, through consulting and into sustained delivery. You will work with delivery teams to ensure alignment and mentor delivery team members as they mature professionally. It is your responsibility to sell yourself as a billable resource transitioning from sales support discussions regarding possible solutions to a billable role as part of Delivery finalizing and implementing solutions. - **Win Client Trust and Confidence: **You will build and sustain executive customer relationships. You will work closely with client executives to understand their current and desired technology and systems landscape , guide them and solve technology and architecture strategy by making informed decisions about their existing and planned investments. - **Success in this role will be demonstrated through the following attributes and skills:** - **Consulting: **Consulting soft skills, ability to consult on technology and architectural strategy, experience with building software systems and products, and know-how related to Product development organization and SDLC process. - Strong written, verbal and presentation communication skills. Strong report writing skills on findings and recommendations. - Ability to strike a trusted working relationship with the client executive stakeholder. - Advise PDMs during Delivery to ensure their success on your projects with your findings during consulting engagement. - 50% or higher Billability - **Sales Enablement: ** - Works closely with Industry Leaders, Client Partners and Sales Executives to intimately know the business goals and related technologies of current and potential customers. Helps them succeed in achieving both their goals - Works closely with customers during sales calls or quick 2-4 hr workshops to understand their technical requirements, recommending options on their existing and planned investments. - Able to construct high quality written proposal materials that assists the solutioning team.

• You will collaborate with cross-functional internal teams and executive stakeholders from our client organizations to understand where they are today and the challenges they’re facing. • You will share success stories and case studies that illustrate how you, or others at 3Pillar, have solved similar problems. • You will assist the solutioning team on the account that you were engaged during pre-sales with your advice. • You will be the technical advisor to both internal and external stakeholders. • You will propose solutions to enterprise business problems specific to technology and systems strategy, data, target state design, industry best practices, deep platform specific expertise. • You will work with delivery teams to ensure alignment and mentor delivery team members as they mature professionally.