Home depot careers
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.
Key Responsibilities:
30% 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
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30% 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
30% Administration & Operations:
- Documents all pertinent end user identification information including nature of problem
- Records, tracks, and documents the problem-solving process for each ticket
10% 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
