Product Support Specialist (BlackLocus division)

The Home Depot

1d•Remote

About The Position

With a career at The Home Depot, you can be yourself and also be part of something bigger. The Home Depot is able to offer virtual employment of this position in the following states: AK, AZ, CA, GA, HI, ID, IL, KS, KY, ME, MA, MI, MN, MT, NE, NV, NH, NJ, NM, NY, ND, OH, OR, RI, SD, TX, UT, VT, WA, WV, WI, WY. The Product Support Specialist is responsible for leveraging existing applications, SQL-based data queries, Command Line Interface tools, and AI/LLM for handling Level 1 requests, maintaining queries / data tables / user access, and nurturing user relationships. You will troubleshoot technical issues via Zendesk ticketing system as well as Slack and Teams remote support, both synchronously and asynchronously. They are analytical and customer-focused advocates for application users. The Product Support Specialist is also responsible for collaborating on and producing data-backed content recommendations for the knowledge database and developing training/communication materials to promote application adoption. You will own the Product and User feedback loops, apply diagnostic utilities and AI/LLM as needed to complete troubleshooting activities, and partner with DE, BI and developers to resolve application issues.

Requirements

Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
1 year of work experience

Nice To Haves

1-3 years of relevant work experience
Familiarity with using a ticketing or request intake system (e.g., Zendesk, ServiceNow, Jira, or similar) to track, prioritize, and resolve requests
Willingness to learn new tools, systems, and business domains in a continuously evolving environment
Comfort working with data to answer questions or validate outcomes, including experience with SQL or data query tools (BigQuery or similar preferred, but not required)
Interest in or exposure to technical troubleshooting, including investigating issues, validating expected vs. actual behavior, and documenting findings
Basic familiarity with command‑line tools or scripting concepts (Python exposure is a plus, but not required)
Demonstrated problem‑solving skills and the ability to follow defined processes while knowing when to escalate issues appropriately
Experience collaborating with cross‑functional partners (such as product, engineering, or analytics teams), even in a supporting or learning capacity
Strong written communication skills, with the ability to clearly document requests, explanations, and next steps
Interest in understanding how users interact with systems, including curiosity about usage patterns and feedback
Exposure to or interest in product analytics or user analytics tools (such as Pendo or similar platforms)

Responsibilities

Receives incident from escalation of L1 or receives incident from application and infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates unresolved issues to L3 or engages service vendor
Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed
Has administrative rights; can make change to systems hardware and software
Documents, reviews and ensures that all quality and change control standards are met
Partners with engineering team to resolve any SCCM Software Center issues
Maintains, upgrades and supports existing systems to ensure operational stability
Applies diagnostic utilities to as needed to complete troubleshooting activities
Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements
Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution
Tests fixes prior to closing tickets to ensure problems have been adequately resolved
Obtains and maintains license keys and associated software assets
Maintains the PCLS software server which contains manual installation packages
Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors
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
Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server
If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution