Product Support Technician

With a career at The Home Depot, you can be yourself and also be part of something bigger. ### 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. ### Minimum Qualifications: * Must be eighteen years of age or older. * Must be legally permitted to work in the United States. * Must be legally permitted to work in the United States ### Preferred Qualifications: * 0-1 years of relevant work experience * Extensive experience in Customer Service and Service Now ticketing systems * Experience with CRM or standard ticketing systems and remote monitoring and management software * Experience with Microsoft Office standard applications * Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems * Experience with virtualized and cloud-based environments * Familiarity with administering antivirus software * Familiarity with administering mobile devices and mobile device management systems * Understanding of Data management (backup) software and Windows Server * Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools * Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers ### Minimum Education: * The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED. ### Preferred Education: * No additional education ### Minimum Years of Work Experience: * 0 ### Preferred Years of Work Experience: * No additional years of experience ### Minimum Leadership Experience: * None ### Preferred Leadership Experience: * None ### Certifications: * None ### 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 * Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder * 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 **For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents:** The pay range for this position is between $30,000.00 - $60,000.00 Originally posted on [Himalayas](https://himalayas.app)