Product Support Technician

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $30k - $60k / year

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 Tier 1 support calls and guide callers through problem resolution • Manage open tickets and escalate issues when appropriate • Field, address, and prioritize incoming help requests via phone, tickets, and remote support • Monitor system updates and identify common user problems • Listen to end users, build rapport, and elicit problem details • Perform software installations for customers • Document, review, and ensure quality and change control standards are met • Apply diagnostic utilities to aid troubleshooting • Access software updates, drivers, and knowledge bases to resolve problems • Test fixes before closing tickets • Build relationships with site leadership where applicable • Document end-user identification information and problem details • Record, track, and document the problem-solving process for each ticket • Participate in formal and informal training • Review product updates to maintain current knowledge • Contribute to and update knowledge databases and team training documentation • Collaborate with team members to share information • Typically report to the Product Support Supervisor, Product Support Manager, or Sr. Manager • Typically require overnight travel less than 10% of the time

🎯 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 (preferred) • Extensive experience in Customer Service and Service Now ticketing systems (preferred) • Experience with CRM or standard ticketing systems and remote monitoring and management software (preferred) • Experience with Microsoft Office standard applications (preferred) • Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems (preferred) • Experience with virtualized and cloud-based environments (preferred) • Familiarity with administering antivirus software (preferred) • Familiarity with administering mobile devices and mobile device management systems (preferred) • Understanding of Data management (backup) software and Windows Server (preferred) • Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools (preferred) • Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers (preferred) • High school diploma and/or GED • No certifications required