11 days old

Staff Product Support Specialist

Austin, TX 78701
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003EThe Staff 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. \u003Cbr /\u003E Staff Product Support Specialists understand cross-functional, complex initiatives and have the ability to identify, quantify and implement process and system improvements through the use of technology. \u003Cbr /\u003EStaff Product Support Specialists coordinate with business stakeholders to align on the definition of product features and help to translate them into user stories that can be interpreted and implemented by product teams. \u003Cbr /\u003E This role also sets standards within the Product Support Team and mentors team members based on knowledge and skill gaps. The Staff Product Support Specialist may provide 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 /\u003E25% - Support \u0026 Enablement: \u003Cbr /\u003EParticipates in advanced troubleshooting and drives resolution \u003Cbr /\u003EInterfaces with business stakeholders and IT teams to elicit problem details \u003Cbr /\u003EAddresses technical issues both synchronously and asynchronously; escalates accordingly \u003Cbr /\u003E \u003Cbr /\u003E30% - 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 /\u003EPartners with other teams to consult, provide technical expertise, and assist in resolving high level technical issues; engages with IT project and product teams as needed at a SME level; engages other teams to fix at root cause level when appropriate \u003Cbr /\u003EDevelops requirements and specifications for project and product lifecycles \u003Cbr /\u003EIdentifies diagnostic utilities to aid in troubleshooting \u003Cbr /\u003EResearches and drive the implementation of software updates, drivers, and knowledge bases to aid in problem resolution \u003Cbr /\u003EEngages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor \u003Cbr /\u003EIdentifies process and systems improvements that drive quality within the team \u003Cbr /\u003EActs as a role model for maintaining relationships with site leadership \u003Cbr /\u003E \u003Cbr /\u003E5% - Administration \u0026 Operations: \u003Cbr /\u003EReviews and analyzes reports on call volume, quality, etc. and makes decisions accordingly \u003Cbr /\u003EEvaluates documented resolutions and analyzes trends to prevent future problems \u003Cbr /\u003E \u003Cbr /\u003E40% - Learning: \u003Cbr /\u003EProduces and updates content for knowledge base articles and training for product support team \u003Cbr /\u003EGuides the communication of troubleshooting approaches and methods across IT functions; 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 /\u003EAnalyze information to determine areas for further training and coaching \u003Cbr /\u003EResearches and incorporates pertinent product update information in alignment with current trends\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.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E\u003C/strong\u003E\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\u003E3 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 /\u003E3-6 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 /\u003EProficient in troubleshooting and diagnosing issues associated with modern operating systems and modern software tools \u003Cbr /\u003EProficient in troubleshooting and diagnosing in virtualized and cloud-based environments \u003Cbr /\u003EExpertise in developing and enhancing knowledge database and team training documentation \u003Cbr /\u003EExpertise in mentoring more junior team members \u003Cbr /\u003EExpertise in setting high standards through action \u003Cbr /\u003EProficient in analyzing trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectiveness \u003Cbr /\u003EProficient in 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 needs 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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Staff Product Support Specialist

Home Depot
Austin, TX 78701

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