Product Support Technician
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Job Description
The Home Depot Product Support Technician providing remote Tier 1 support, troubleshooting, and ticket resolution. Documenting issues, installing software, and escalating problems when needed.
Responsibilities:
- Handle Tier 1 support calls and guide callers through problem resolution
- Manage open tickets and escalate issues when appropriate
- Field, address, and prioritize incoming help requests via phone, tickets, and remote support
- Monitor system updates and identify common user problems
- Listen to end users, build rapport, and elicit problem details
- Perform software installations for customers
- Document, review, and ensure quality and change control standards are met
- Apply diagnostic utilities to aid troubleshooting
- Access software updates, drivers, and knowledge bases to resolve problems
- Test fixes before closing tickets
- Build relationships with site leadership where applicable
- Document end-user identification information and problem details
- Record, track, and document the problem-solving process for each ticket
- Participate in formal and informal training
- Review product updates to maintain current knowledge
- Contribute to and update knowledge databases and team training documentation
- Collaborate with team members to share information
- Typically report to the Product Support Supervisor, Product Support Manager, or Sr. Manager
- Typically require overnight travel less than 10% of the time
Requirements:
- Must be eighteen years of age or older
- Must be legally permitted to work in the United States
- 0-1 years of relevant work experience (preferred)
- Extensive experience in Customer Service and Service Now ticketing systems (preferred)
- Experience with CRM or standard ticketing systems and remote monitoring and management software (preferred)
- Experience with Microsoft Office standard applications (preferred)
- Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems (preferred)
- Experience with virtualized and cloud-based environments (preferred)
- Familiarity with administering antivirus software (preferred)
- Familiarity with administering mobile devices and mobile device management systems (preferred)
- Understanding of Data management (backup) software and Windows Server (preferred)
- Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools (preferred)
- Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers (preferred)
- High school diploma and/or GED
- No certifications required
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