10 days old

Senior Product Support Specialist

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003EThe Sr. Product Support Specialist is responsible for handling and resolving problem escalations, engaging with engineering and other teams in a Subject Matter Expert (SME) capacity, and identifying trends and determining and applying necessary changes. This role also sets standards within the Product Support Team and coaches and trains team members based on knowledge and skill gaps. \u003Cbr /\u003E The Sr. Product Support Specialist provides after hours, overnight, and weekend on-call support as well as advanced support for VP level and above.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E15% - Support \u0026 Enablement: \u003Cbr /\u003EReceives incident from escalation of L2 or receives incident from application\u0026 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 accordingly \u003Cbr /\u003EActively listens to and builds rapport with end users to elicit problem details, applying advanced conflict resolution skills frequently to resolve escalated customer issues \u003Cbr /\u003E \u003Cbr /\u003E40% - Delivery \u0026 Execution: \u003Cbr /\u003EProvides after hours, overnight, and weekend on-call support \u003Cbr /\u003EDocuments, reviews and ensures that all quality and change control standards are met \u003Cbr /\u003EProvides advanced support for VP level and above \u003Cbr /\u003EHas administrative rights; can make changes to systems hardware and software \u003Cbr /\u003ECollaborates with engineering teams to determine root cause of issue and resolution, provide technical expertise, and assist in resolving high level technical issues; engages in IT projects as needed at a SME level; engages other teams to fix at root cause level when appropriate \u003Cbr /\u003EEnsures stability, viability and maintenance of the 24-7 mission critical production environment \u003Cbr /\u003EPlans, documents, and executes technical changes as needed \u003Cbr /\u003ELearns and updates inventory system for new orders in area of responsibility \u003Cbr /\u003EApplies diagnostic utilities to aid in troubleshooting \u003Cbr /\u003EAccesses software updates, drivers, and knowledge bases to aid in problem resolution \u003Cbr /\u003EMaintains and updates contractor loaner pool laptops \u003Cbr /\u003EEngages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor \u003Cbr /\u003EProvides assistance to address facility-related issues with network equipment, HVAC interference, etc. at remote locations \u003Cbr /\u003EAssesses and drives quality within the team \u003Cbr /\u003EInteracts and builds relationships with site leadership \u003Cbr /\u003E \u003Cbr /\u003E10% - Administration \u0026 Operations: \u003Cbr /\u003ECreates and monitors reports on call volume, quality, etc. and makes decisions accordingly \u003Cbr /\u003EDocuments all pertinent end user identification information including nature of problem \u003Cbr /\u003EEvaluates documented resolutions and analyzes trends to prevent future problems \u003Cbr /\u003E \u003Cbr /\u003E35% - Learning: \u003Cbr /\u003ECreates, updates, and manages the Knowledge Base for L2s to utilize \u003Cbr /\u003EProduces training for Support Desk Levels 1, 2, and 3; leads training classes for Levels 1, 2, and 3 \u003Cbr /\u003EGuides the communication of troubleshooting approaches and methods across the Support Desk; serves as a resource for more junior team members on how to approach or complete this task \u003Cbr /\u003ESets standards in call handling and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task \u003Cbr /\u003EProactively gathers information to determine areas for further training and coaching \u003Cbr /\u003EReviews regular pertinent product update information to keep knowledge current\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003ETypically reports to the Product Support Manager or Sr. Manager.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EEnvironment: \u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003ELocated in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003ETypically 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 /\u003EMust be eighteen years of age or older.\u003Cbr /\u003EMust be legally permitted to work in the United States.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EAdditional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003EMust be legally permitted to work in the United States\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003EThe knowledge, skills and abilities typically acquired through the completion of a bachelor\u0027s degree program or equivalent degree in a field of study related to the job.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EYears of Relevant Work Experience: \u003C/strong\u003E2 years\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003EMost 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 /\u003E2-4 years of relevant work experience \u003Cbr /\u003EExpertise in CRM or standard help desk ticketing systems and remote monitoring and management software \u003Cbr /\u003EProficient in Microsoft Office standard applications \u003Cbr /\u003EExpertise in troubleshooting and diagnosing networking issues and problems with modern operating systems \u003Cbr /\u003EExpertise in troubleshooting and diagnosing in virtualized and cloud-based environments \u003Cbr /\u003EProficient in administering antivirus software \u003Cbr /\u003EProficient in administering mobile devices and mobile device management systems \u003Cbr /\u003EProficient in data management (backup) software and Windows Server \u003Cbr /\u003EProficient in DNS, DHCP, Internet infrastructure, and IP informational tools \u003Cbr /\u003EProficient with setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers \u003Cbr /\u003EExpertise in contributing to and developing content for a knowledge database and team training documentation \u003Cbr /\u003EExpertise in guiding and coaching more junior team members \u003Cbr /\u003EExpertise in setting high standards through action \u003Cbr /\u003EProficient in identifying trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectiveness \u003Cbr /\u003EExperience with selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EKnowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E\u003Cbr /\u003E\u003C/strong\u003EBeing Resilient: Rebounding from setbacks and adversity when facing difficult situations \u003Cbr /\u003ECollaborates: Building partnerships and working collaboratively with others to meet shared objectives \u003Cbr /\u003ECommunicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique \u003Cbr /\u003Eneeds of different audiences \u003Cbr /\u003ECustomer Focus: Building strong customer relationships and delivering customer-centric solutions \u003Cbr /\u003EDecision Quality: Making good and timely decisions that keep the organization moving forward \u003Cbr /\u003EInterpersonal Savvy: Relating openly and comfortably with diverse groups of people \u003Cbr /\u003EManages Conflict: Handling conflict situations effectively, with a minimum of noise \u003Cbr /\u003EOptimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement \u003Cbr /\u003EResourcefulness: Securing and deploying resources effectively and efficiently \u003Cbr /\u003ESituational 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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Senior Product Support Specialist

Home Depot
Atlanta, GA 30303

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