Note: The job is a remote job and is open to candidates in USA. The Home Depot is a leading home improvement retailer, and they are seeking a Product Support Technician. This role involves providing Tier 1 support, guiding users through problem resolution, managing tickets, and documenting calls to ensure efficient service delivery.
Responsibilities
- 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
- 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
- Documents all pertinent end user identification information including nature of problem
- Records, tracks, and documents the problem-solving process for each ticket
- 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
Skills
- 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
- 0 years of relevant work experience
- 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
- No additional education
- No additional years of experience
- None
- None
Company Overview
The Home Depot is a retailer of hardware, consumer goods, and DIY supplies both online and offline while providing home delivery services. It was founded in 1978, and is headquartered in Atlanta, Georgia, USA, with a workforce of 10001+ employees. Its website is https://www.homedepot.com.