Product Support Technician

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🔥 33 minutes ago

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The Home Depot

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1978

🏗️ Construction

📦 Logistics

🛒 Retail

💰 Debt Financing on 2007-07

Construction • Logistics • Retail

The Home Depot is a leading home improvement retailer, offering a wide range of building materials, home improvement products, lawn and garden products, and related services. The company operates both physical stores and an online platform, providing comprehensive solutions for DIY enthusiasts, professional contractors, and homeowners. The Home Depot is committed to diversity, equity, and inclusion, providing employment opportunities and benefits to a diverse workforce. Additionally, the company places a high emphasis on customer service and associate engagement to maintain its position as a trusted leader in the home improvement industry.

📋 Description

• Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support. • 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. • 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. • Documents all pertinent end user identification information including nature of problem. • Records, tracks, and documents the problem-solving process for each ticket. • 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.

🎯 Requirements

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

🏖️ Benefits

• No additional benefits listed.