9 days old

Product Support Specialist - Learning Enrichment

Austin, TX 78701
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E The Product Support Specialist - Learning Enrichment Position performs regular quality performance based call monitoring and ticket quality audits to assess call/ticket quality of all support center agents, to ensure our training methodologies have been effective, to ensure compliance according to our protocols and processes. They are also responsible for developing and facilitating the training courses, job aids and reference materials as they pertain to reinforcing process and protocols expected to meet the caller\u0026rsquo;s needs (i.e. technical and professional development).\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003EThe Learning Enrichment Position is responsible for executing multiple small projects and/or initiatives simultaneously. This is accomplished by applying a standard, defined methodology to the project, and providing the leadership skills necessary to control the execution of the project tasks, as defined in the methodology. The specialist shares responsibility and accountability with the business owners and/or project leadership team for the successful delivery of the entire project. This position supports the Support Center management team by providing daily metrics information as necessary.\u003C/span\u003E\u003C/span\u003E\u003C/p\u003E\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003EIn the support center industry this position is also commonly referred to as QA.\u0026nbsp; Not to be confused with QA of technology environments or deployment of code.\u0026nbsp; Rather this QA focus is on the performance of people in a role and how they adhere to\u0026nbsp;\u003C/span\u003E\u003C/span\u003Eour customer support and ticket quality standards.\u0026nbsp;\u003C/p\u003E\u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E 25% - Support \u0026 Enablement: \u003Cbr /\u003E 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 \u003Cbr /\u003E Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed \u003Cbr /\u003E \u003Cbr /\u003E 40% - Delivery \u0026 Execution: \u003Cbr /\u003E Has administrative rights; can make change to systems hardware and software \u003Cbr /\u003E Partners with engineering team to resolve any SCCM Software Center issues \u003Cbr /\u003E Maintains, upgrades and supports existing systems to ensure operational stability \u003Cbr /\u003E Applies diagnostic utilities to as needed to complete troubleshooting activities \u003Cbr /\u003E Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements \u003Cbr /\u003E Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution \u003Cbr /\u003E Tests fixes prior to closing tickets to ensure problems have been adequately resolved \u003Cbr /\u003E Obtains and maintains license keys and associated software assets \u003Cbr /\u003E Maintains the PCLS software server which contains manual installation packages \u003Cbr /\u003E Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors \u003Cbr /\u003E Interacts and builds relationships with site leadership where applicable \u003Cbr /\u003E \u003Cbr /\u003E 10% - 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 25% - Learning: \u003Cbr /\u003E 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 \u003Cbr /\u003E If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution\u003Cbr /\u003E \u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.\u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EEnvironment:\u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant condition\u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 10% of the time. \u003Cbr /\u003E \u003Cstrong\u003EAdditional Environmental Job Requirements: \u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\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\u003EAdditional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E Must be legally permitted to work in the United States \u003Cbr /\u003E \u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E1 years\u003Cbr /\u003E \u003Cstrong\u003EPhysical Requirements:\u003C/strong\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. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. \u003Cbr /\u003E \u003Cstrong\u003EAdditional Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003E\u003Cstrong\u003EPreferred Qualifications:\u003Cbr /\u003E \u003C/strong\u003E\u003C/strong\u003E\u003Cp\u003E\u003Cspan\u003EFamiliarity with NICE (The tool we use to record calls, conduct our after call customer surveys, and monitor/assess agents on those interactions)\u003C/span\u003E\u003C/p\u003E\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003EAny certifications/experience in quality assurance for a contact center\u003C/span\u003E\u003C/span\u003E\u003C/p\u003E\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003EProject management skills to coordinate multiple tasks\u003C/span\u003E\u003C/span\u003E\u003C/p\u003E\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003EAnalytical skills sufficient to identify learning issues or deficiencies. Excellent oral and written communication skills\u003C/span\u003E\u003C/span\u003E\u003C/p\u003E\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003EExcellent Time Management skills, Detail Oriented\u003C/span\u003E\u003C/span\u003E\u003C/p\u003E\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003EStrong use of MS Office\u003C/span\u003E\u003C/span\u003E\u003C/p\u003E\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003EConflict Resolution/Management skills\u003C/span\u003E\u003C/span\u003E\u003C/p\u003E\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003ENegotiation/Influencing skills\u003C/span\u003E\u003C/span\u003E\u003C/p\u003E\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003EExperience working with a collaborative cross functional team\u003C/span\u003E\u003C/span\u003E\u003C/p\u003E\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003ESupervisory skills\u003C/span\u003E\u003C/span\u003E\u003C/p\u003E\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003EExperience managing projects\u003C/span\u003E\u003C/span\u003E\u003C/p\u003E\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003EProject focus: Understands, anticipates, and meets business and project needs.\u003C/span\u003E\u003C/span\u003E\u003C/p\u003E\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003EResults orientation: consistently delivers on commitments, takes initiative, has a bias toward action, takes responsibility, shows individual accountability, has a sense of urgency, makes timely decisions. Ability to manage through influence/leverage partnerships. Ability to communicate to a wide variety of audiences, both business and technical.\u003C/span\u003E\u003C/span\u003E\u003C/p\u003E\u003Cp\u003E\u003Cspan\u003E\u003Cspan\u003EExperience managing small to medium projects.\u003C/span\u003E\u003C/span\u003E\u003C/p\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\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 \u003Cbr /\u003E 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 dema\u003C/div\u003E
Posted: 2020-10-17 Expires: 2020-11-16
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Product Support Specialist - Learning Enrichment

Home Depot
Austin, TX 78701

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