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Home Depot Senior Product Support Specialist in Atlanta, Georgia

POSITION PURPOSE

The Sr. Product Support Specialist is responsible for handling and resolving problem escalations, engaging with engineering and other teams in a Subject Matter Expert (SME) capacity, and identifying trends and determining and applying necessary changes. This role also sets standards within the Product Support Team and coaches and trains team members based on knowledge and skill gaps.

The Sr. Product Support Specialist provides after hours, overnight, and weekend on-call support as well as advanced support for VP level and above.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

15% - Support & Enablement:

Receives incident from escalation of L2 or receives incident from application& infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates accordingly

Actively listens to and builds rapport with end users to elicit problem details, applying advanced conflict resolution skills frequently to resolve escalated customer issues

40% - Delivery & Execution:

Provides after hours, overnight, and weekend on-call support

Documents, reviews and ensures that all quality and change control standards are met

Provides advanced support for VP level and above

Has administrative rights; can make changes to systems hardware and software

Collaborates with engineering teams to determine root cause of issue and resolution, provide technical expertise, and assist in resolving high level technical issues; engages in IT projects as needed at a SME level; engages other teams to fix at root cause level when appropriate

Ensures stability, viability and maintenance of the 24-7 mission critical production environment

Plans, documents, and executes technical changes as needed

Learns and updates inventory system for new orders in area of responsibility

Applies diagnostic utilities to aid in troubleshooting

Accesses software updates, drivers, and knowledge bases to aid in problem resolution

Maintains and updates contractor loaner pool laptops

Engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor

Provides assistance to address facility-related issues with network equipment, HVAC interference, etc. at remote locations

Assesses and drives quality within the team

Interacts and builds relationships with site leadership

10% - Administration & Operations:

Creates and monitors reports on call volume, quality, etc. and makes decisions accordingly

Documents all pertinent end user identification information including nature of problem

Evaluates documented resolutions and analyzes trends to prevent future problems

35% - Learning:

Creates, updates, and manages the Knowledge Base for L2s to utilize

Produces training for Support Desk Levels 1, 2, and 3; leads training classes for Levels 1, 2, and 3

Guides the communication of troubleshooting approaches and methods across the Support Desk; serves as a resource for more junior team members on how to approach or complete this task

Sets standards in call handling and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task

Proactively gathers information to determine areas for further training and coaching

Reviews regular pertinent product update information to keep knowledge current

NATURE AND SCOPE

Typically reports to the Product Support Manager or Sr. Manager.

ENVIRONMENTAL JOB REQUIREMENTS

Environment:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:

Typically requires overnight travel less than 10% of the time.MINIMUM QUALIFICATIONS

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

Additional Minimum Qualifications:

Must be legally permitted to work in the United States

Education Required:

The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Years of Relevant Work Experience: 2 years

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.

Preferred Qualifications:

2-4 years of relevant work experience

Expertise in CRM or standard help desk ticketing systems and remote monitoring and management software

Proficient in Microsoft Office standard applications

Expertise in troubleshooting and diagnosing networking issues and problems with modern operating systems

Expertise in troubleshooting and diagnosing in virtualized and cloud-based environments

Proficient in administering antivirus software

Proficient in administering mobile devices and mobile device management systems

Proficient in data management (backup) software and Windows Server

Proficient in DNS, DHCP, Internet infrastructure, and IP informational tools

Proficient with setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers

Expertise in contributing to and developing content for a knowledge database and team training documentation

Expertise in guiding and coaching more junior team members

Expertise in setting high standards through action

Proficient in identifying trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectiveness

Experience with selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships

Knowledge, Skills, Abilities and Competencies:

Being Resilient: Rebounding from setbacks and adversity when facing difficult situations

Collaborates: Building partnerships and working collaboratively with others to meet shared objectives

Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique

needs of different audiences

Customer Focus: Building strong customer relationships and delivering customer-centric solutions

Decision Quality: Making good and timely decisions that keep the organization moving forward

Interpersonal Savvy: Relating openly and comfortably with diverse groups of people

Manages Conflict: Handling conflict situations effectively, with a minimum of noise

Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement

Resourcefulness: Securing and deploying resources effectively and efficiently

Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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