Product Support Specialist

The Home Depot; United States; Vor Ort; USD 60.000 - 90.000; Vollzeit

Zusammenfassung

The Home Depot is seeking a Product Support Specialist to handle escalated requests, manage licenses, and support the PCLS server. You will collaborate on knowledge content and training materials for junior team members.

You will troubleshoot issues via phone, tickets, and remote sessions, maintain software assets, and partner with vendors to ensure system readiness. This role reports to the Product Support Supervisor or Manager and involves light travel.

Qualifikationen

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Aufgaben

• Handle escalated requests and assist with L1 incidents via phone, tickets, or remote support.
• Collaborate with engineering to resolve SCCM Software Center issues and maintain systems.
• Maintain licenses, software assets, and the PCLS server content.
• Document problem details and the troubleshooting process for each ticket.
• Engage in knowledge base updates and team training materials.

Kenntnisse

Customer service

Troubleshooting

Communication skills

Conflict resolution

Problem solving

Teamwork

Tools

CRM systems

Help desk software

Remote monitoring & management

IBM Maximo

ShipExec

Microsoft Office

Outlook

Citrix Servers

Jobbeschreibung

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Purpose:

The Product Support Specialist is responsible for handling escalated requests, maintaining tracking of licenses and software application discs, license keys, and the PCLS software server, and nurturing vendor relationships. The Product Support Specialist is also responsible for collaborating on and producing content for the knowledge database and training materials for more junior team members.

Key Responsibilities:

25% Support & Enablement:

• Receives incident from escalation of L1 or receives incident from application and 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 unresolved issues to L3 or engages service vendor
• Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed

40% Delivery & Execution:

• Has administrative rights; can make change to systems hardware and software
• Documents, reviews and ensures that all quality and change control standards are met
• Partners with engineering team to resolve any SCCM Software Center issues
• Maintains, upgrades and supports existing systems to ensure operational stability
• Applies diagnostic utilities to as needed to complete troubleshooting activities
• Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements
• Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution
• Tests fixes prior to closing tickets to ensure problems have been adequately resolved
• Obtains and maintains license keys and associated software assets
• Maintains the PCLS software server which contains manual installation packages
• Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors
• Interacts and builds relationships with site leadership where applicable

10% Administration & Operations:

• Documents all pertinent end user identification information including nature of problem
• Records, tracks, and documents the problem-solving process for each ticket

25% Learning:

• Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server
• If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution

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.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• 1-3 years of relevant work experience
• Inventory Receiving: Attention to detail to count product received, validate part number ordered, receive into inventory management system and put away in appropriate location.
• Lift Truck Operation : Ability to operate electric pallet jacks and lift trucks safely.
• Package Loading: Ability to load multiple packages (up to 50lbs+) in a warehouse environment.
• Scheduling Deliver and Pick Up : Proficient in time management and ability to work with multiple shipping companies to coordinate on time deliveries.
• System Knowledge : Working knowledge of IBM Maximo, ShipExec, Microsoft Office and Outlook preferred.
• Teamwork : Ability to work collaboratively with associates inside and outside of our organization.
• Proficient in CRM or standard help desk ticketing systems and remote monitoring and management software
• Proficient in Microsoft Office standard applications
• Proficient in troubleshooting and diagnosing networking issues and problems with modern operating systems
• Proficient in troubleshooting and diagnosing in virtualized and cloud-based environments
• Experience with administering antivirus software
• Experience with administering mobile devices and mobile device management systems (iPhone, Android)
• Experience with data management (backup) software and Windows Server
• Experience with DNS, DHCP, Internet infrastructure, and IP informational tools
• Experience with setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers
• Experience contributing to and developing content for a knowledge database and team training docum