4 days old

Product Support Technician

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E 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. \u003Cbr /\u003E \u003Cbr /\u003E 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.\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E 30% - Support \u0026 Enablement: \u003Cbr /\u003E Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordingly \u003Cbr /\u003E Monitors system updates to remain aware of common problems users are experiencing \u003Cbr /\u003E Actively listens to and builds rapport with end users to elicit problem details \u003Cbr /\u003E \u003Cbr /\u003E 30% - Delivery \u0026 Execution: \u003Cbr /\u003E Performs software installations for customers \u003Cbr /\u003E Documents, reviews and ensures that all quality and change control standards are met \u003Cbr /\u003E Applies diagnostic utilities to aid in troubleshooting \u003Cbr /\u003E Accesses software updates, drivers, and knowledge base to aid in problem resolution \u003Cbr /\u003E Tests fixes prior to closing tickets to ensure problems have been adequately resolved \u003Cbr /\u003E Interacts and builds relationships with site leadership where applicable \u003Cbr /\u003E \u003Cbr /\u003E 30% - Administration \u0026 Operations: \u003Cbr /\u003E Documents all pertinent end user identification information including nature of problem \u003Cbr /\u003E Records, tracks, and documents the problem-solving process for each ticket \u003Cbr /\u003E \u003Cbr /\u003E 10% - Learning: \u003Cbr /\u003E Participates in formal and informal training sessions to gain new skills and knowledge \u003Cbr /\u003E Reviews regular pertinent product update information to keep knowledge current \u003Cbr /\u003E Contributes to and updates knowledge database and team training documentation \u003Cbr /\u003E Collaborates with other team members to share and exchange information\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E NATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E ENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E Environment: \u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E Travel: \u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E Typically requires overnight travel less than 10% of the time.\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E Must be eighteen years of age or older.\u003Cbr /\u003E Must be legally permitted to work in the United States.\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E Additional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E Must be legally permitted to work in the United States\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E Education Required:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E Years of Relevant Work Experience: \u003C/strong\u003E0 years\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E Physical Requirements:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E 0-1 years of relevant work experience \u003Cbr /\u003E Experience with CRM or standard ticketing systems and remote monitoring and management software \u003Cbr /\u003E Experience with Microsoft Office standard applications \u003Cbr /\u003E Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems \u003Cbr /\u003E Experience with virtualized and cloud-based environments \u003Cbr /\u003E Familiarity with administering antivirus software \u003Cbr /\u003E Familiarity with administering mobile devices and mobile device management systems \u003Cbr /\u003E Understanding of Data management (backup) software and Windows Server \u003Cbr /\u003E Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools \u003Cbr /\u003E Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E Knowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E \u003Cbr /\u003E \u003C/strong\u003EBeing Resilient: Rebounding from setbacks and adversity when facing difficult situations \u003Cbr /\u003E Collaborates: Building partnerships and working collaboratively with others to meet shared objectives \u003Cbr /\u003E Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences \u003Cbr /\u003E Customer Focus: Building strong customer relationships and delivering customer-centric solutions \u003Cbr /\u003E Decision Quality: Making good and timely decisions that keep the organization moving forward \u003Cbr /\u003E Interpersonal Savvy: Relating openly and comfortably with diverse groups of people \u003Cbr /\u003E Manages Conflict: Handling conflict situations effectively, with a minimum of noise \u003Cbr /\u003E Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder \u003Cbr /\u003E Resourcefulness: Securing and deploying resources effectively and efficiently \u003Cbr /\u003E Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations\u003C/div\u003E

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Posted: 2019-11-07 Expires: 2019-12-11

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Product Support Technician

Home Depot
Atlanta, GA 30303

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