Senior Product Support Specialist

🕒 September 3

🇺🇸 United States – Remote

💵 $50k - $130k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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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

• Handle and resolve problem escalations • Engage with engineering and other teams as a Subject Matter Expert (SME) • Identify trends and determine and apply necessary changes • Identify, quantify, and implement process and system improvements through technology • Coordinate with business stakeholders to define product features and translate them into user stories • Participate in advanced troubleshooting and drive resolution • Interface with business stakeholders and IT teams to elicit problem details • Address technical issues synchronously and asynchronously; escalate accordingly • Provide after-hours, overnight, and weekend on-call support • Document, review, and ensure quality and change control standards are met • Provide advanced support for VP level and above • Consult with teams, provide technical expertise, and resolve high-level technical issues • Develop requirements and specifications for project and product lifecycles • Identify diagnostic utilities for troubleshooting • Research and implement software updates, drivers, and knowledge bases • Engage vendors to resolve or proactively remediate issues and maintain vendor relationships • Identify process and systems improvements that drive team quality • Review and analyze reports on call volume and quality • Evaluate documented resolutions and analyze trends to prevent future problems • Produce and update knowledge base articles and training content • Guide communication of troubleshooting approaches across IT functions • Serve as a resource for more junior team members • Set standards in call handling and problem resolution best practices • Analyze information to identify further training and coaching needs • Research and incorporate pertinent product update information • Typically report to the Product Support Manager or Senior Manager

🎯 Requirements

• Must be eighteen years of age or older • Must be legally permitted to work in the United States • Bachelor's degree program or equivalent degree in a field related to the job • Minimum 3 years of work experience • Proficient in Microsoft Office standard applications • Proficient in analyzing data and trends to determine and apply process or standard operating procedure changes • Proficient in budget forecasting and adherence • Proficient in selecting and engaging vendors and maintaining vendor relationships • Proficient in auditing invoices for accuracy and processing in alignment with financial requirements • Proficient in navigating and maintaining contractual obligations and guiding vendor adherence • Proficient in utilizing and updating knowledge databases and team training documentation • Expertise in setting high standards through action • Competent in standard help desk ticketing systems and remote monitoring and management software • Competent in troubleshooting and diagnosing modern operating systems and software tools in virtualized and cloud-based environments • Typically requires overnight travel less than 10% of the time

🏖️ Benefits

• Remote/Virtual work arrangement • Potential after-hours, overnight, and weekend on-call support opportunity (compensation not specified)