• Job Description

  Req#: 436268
  Position Purpose:
  The Product Support Technician is responsible for handling Tier 1 support calls, guiding callers through problem resolution, managing open tickets, escalating when appropriate, and sharing insights and information to fellow team members.
  As a Product Support Technician, you will actively listen to and enable end users with solutions to common problems. In addition, you will be responsible for call documentation and escalation as necessary.
  
  Key Responsibilities:
  • 30% Support & Enablement:
  • Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordingly
  • Monitors system updates to remain aware of common problems users are experiencing
  • Actively listens to and builds rapport with end users to elicit problem details
  • 30% Delivery & Execution:
  • Performs software installations for customers
  • Documents, reviews and ensures that all quality and change control standards are met
  • Applies diagnostic utilities to aid in troubleshooting
  • Accesses software updates, drivers, and knowledge base to aid in problem resolution
  • Tests fixes prior to closing tickets to ensure problems have been adequately resolved
  • Interacts and builds relationships with site leadership where applicable
  • 30% Administration & Operations:
  • Documents all pertinent end user identification information including nature of problem
  • Records, tracks, and documents the problem-solving process for each ticket
  • 10% Learning:
  • Participates in formal and informal training sessions to gain new skills and knowledge
  • Reviews regular pertinent product update information to keep knowledge current
  • Contributes to and updates knowledge database and team training documentation
  • Collaborates with other team members to share and exchange information
  
  Direct Manager/Direct Reports:
  • Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.
  
  Travel Requirements:
  • Typically requires overnight travel less than 10% of the time.
  
  Physical Requirements:
  • Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
  
  Working Conditions:
  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
  
  

• About the company

  The Home Depot, America’s home improvement retail leader, helps customers and Associates build success every day – and not just in our 2,200+ retail stores. Thousands of talented can-do people build amazing futures in field and corporate positions.

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