Home Depot Careers
Industry: Private
Employment Type:- Full Time
Work Hours:- 8 Hours
Locations:- USA
Full Job Description:-
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.
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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
