Product Support Technician (Remote)

The Home Depot

6d•$17 - $60•Remote

About The Position

With a career at The Home Depot, you can be yourself and also be part of something bigger. Position Purpose: 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.

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.

Nice To Haves

0-1 years of relevant work experience
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

Responsibilities

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
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
Administration & Operations: Documents all pertinent end user identification information including nature of problem
Records, tracks, and documents the problem-solving process for each ticket
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