135 Product Support Specialist Jobs in Atlanta, GA
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The Home Depot is Hiring a Product Support Specialist Near Atlanta, GA
The Product Support Specialist is responsible for handling escalated requests, maintaining tracking of licenses and software application discs, license keys, and the PCLS software server, and nurturing vendor relationships.
The Product Support Specialist is also responsible for collaborating on and producing content for the knowledge database and training materials for more junior team members.
Major Tasks, Responsibilities & Key Accountabilities:
25% - Support & Enablement:
- Receives incident from escalation of L1 or receives incident from application and 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 unresolved issues to L3 or engages service vendor
- Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed
- Has administrative rights; can make change to systems hardware and software
- Documents, reviews and ensures that all quality and change control standards are met
- Partners with engineering team to resolve any SCCM Software Center issues
- Maintains, upgrades and supports existing systems to ensure operational stability
- Applies diagnostic utilities to as needed to complete troubleshooting activities
- Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements
- Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution
- Tests fixes prior to closing tickets to ensure problems have been adequately resolved
- Obtains and maintains license keys and associated software assets
- Maintains the PCLS software server which contains manual installation packages
- Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors
- 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
- Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server
- If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution
Environment: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel: Typically requires overnight travel less than 10% of the time.
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
Education Required: The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Years of Relevant Work Experience: 1 years
Physical Requirements: 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.
Preferred Qualifications:
- 1-3 years of relevant work experience
- Proficient in CRM or standard help desk ticketing systems and remote monitoring and management software
- Proficient in Microsoft Office standard applications
- Proficient in troubleshooting and diagnosing networking issues and problems with modern operating systems
- Proficient in troubleshooting and diagnosing in virtualized and cloud-based environments
- Experience with administering antivirus software
- Experience with administering mobile devices and mobile device management systems (iPhone, Android)
- Experience with data management (backup) software and Windows Server
- Experience with DNS, DHCP, Internet infrastructure, and IP informational tools
- Experience with setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers
- Experience contributing to and developing content for a knowledge database and team training documentation
- Experience serving as a resource for more junior team members on how to approach or complete Support Desk tasks
- Being Resilient: Rebounding from setbacks and adversity when facing difficult situations
- Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
- Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique
- needs of different audiences
- Customer Focus: Building strong customer relationships and delivering customer-centric solutions
- Decision Quality: Making good and timely decisions that keep the organization moving forward
- Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
- Manages Conflict: Handling conflict situations effectively, with a minimum of noise
- Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder
- Resourcefulness: Securing and deploying resources effectively and efficiently
- Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations
Job Summary
Full Time
Retail
10/06/2022
11/07/2022
homedepot.com
COLUMBUS, OH
>50,000
1977
JASON GAGE
>$50B
Retail
Related Companies
About Home Depot
The Home Depot, the worlds largest home improvement specialty retailer, values and rewards dedicated, knowledgeable and experienced professionals. We operate over 2,200 retail stores in all 50 states, the District of Columbia, Puerto Rico, the U.S. Virgin Islands, Guam, Canada and Mexico. All of our associates have one thing in mind helping our customers build and improve upon their homes. Join The Home Depot team today and see for yourself why we are consistently ranked as a top Fortune 500 company.
The following is the career advancement route for Product Support Specialist positions, which can be used as a reference in future career path planning. As a Product Support Specialist, it can be promoted into senior positions as a Technical Customer Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Product Support Specialist. You can explore the career advancement for a Product Support Specialist below and select your interested title to get hiring information.
If you are interested in becoming a Product Support Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Product Support Specialist for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Product Support Specialist job description and responsibilities
Product support specialists work as part of the technical team to create optimum customer satisfaction, leading to long term relationships.
02/21/2022: Laramie, WY
Sometimes product support specialists also do training sessions, assist with product launches, or complete support on-site.
01/25/2022: Worcester, MA
Develop knowledge bases and FAQs for product support activities.
01/24/2022: Las Vegas, NV
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Product Support Specialist jobs
Use tools that boost speed and efficiency.
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Measure and analyze customer feedback.
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Listen, understand and take action.
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Step 3: View the best colleges and universities for Product Support Specialist.
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