1+ months

Product Support Technician

Austin, TX 78701
Apply Now
Apply on the Company Site
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003E\u003Cstrong\u003E\u003Cspan id=\u0022x_x_Field_REQ_DESCRIPTION_329\u0022 class=\u0022x_x_wgt-TextWidget x_x_PopupAutoCommit x_x_wgt-input\u0022\u003EPOSITION\u003C/span\u003E\u003Cspan id=\u0022x_x_Field_REQ_DESCRIPTION_329\u0022 class=\u0022x_x_wgt-TextWidget x_x_PopupAutoCommit x_x_wgt-input\u0022\u003E\u0026nbsp;PURPOSE\u003Cbr /\u003E\u003C/span\u003E\u003C/strong\u003E\u003C/strong\u003E\u003Cspan id=\u0022x_x_Field_REQ_DESCRIPTION_329\u0022 class=\u0022x_x_wgt-TextWidget x_x_PopupAutoCommit x_x_wgt-input\u0022\u003EThe Product Support Technician is responsible for handling Tier 1 support calls, guiding callers through problem resolution, managing open tickets, escalating when appropriate, and sharing insights and information to fellow team members. As a Product Support Technician, you will actively listen to and enable end users with solutions to common problems. In addition, you will be responsible for call documentation and escalation as necessary.\u003C/span\u003E\u003Cstrong\u003E\u003Cbr /\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003Cbr /\u003E\u003Cspan id=\u0022x_x_Field_REQ_DESCRIPTION_329\u0022 class=\u0022x_x_wgt-TextWidget x_x_PopupAutoCommit x_x_wgt-input\u0022\u003E30% - Support \u0026 Enablement: \u003C/span\u003E\u003C/strong\u003E\u003Cspan id=\u0022x_x_Field_REQ_DESCRIPTION_329\u0022 class=\u0022x_x_wgt-TextWidget x_x_PopupAutoCommit x_x_wgt-input\u0022\u003EFields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordingly Monitors system updates to remain aware of common problems users are experiencing Actively listens to and builds rapport with end users to elicit problem details\u0026nbsp;\u003C/span\u003E\u003Cspan id=\u0022x_x_Field_REQ_DESCRIPTION_329\u0022 class=\u0022x_x_wgt-TextWidget x_x_PopupAutoCommit x_x_wgt-input\u0022\u003E\u003Cbr /\u003E\u003C/span\u003E\u003Cspan id=\u0022x_x_Field_REQ_DESCRIPTION_329\u0022 class=\u0022x_x_wgt-TextWidget x_x_PopupAutoCommit x_x_wgt-input\u0022\u003E\u0026nbsp;\u003C/span\u003E\u003Cspan id=\u0022x_x_Field_REQ_DESCRIPTION_329\u0022 class=\u0022x_x_wgt-TextWidget x_x_PopupAutoCommit x_x_wgt-input\u0022\u003E\u003Cbr /\u003E\u003C/span\u003E\u003Cbr /\u003E\u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003EEnvironment:\u003C/strong\u003E\u0026nbsp;\u003Cbr /\u003E\u003Cspan id=\u0022x_x_Field_REQ_DESCRIPTION_329\u0022 class=\u0022x_x_wgt-TextWidget x_x_PopupAutoCommit x_x_wgt-input\u0022\u003ELocated in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003C/span\u003E\u003Cbr /\u003E\u003Cstrong\u003ETravel:\u003C/strong\u003E\u0026nbsp;\u003Cbr /\u003E\u003Cspan id=\u0022x_x_Field_REQ_DESCRIPTION_329\u0022 class=\u0022x_x_wgt-TextWidget x_x_PopupAutoCommit x_x_wgt-input\u0022\u003ETypically requires overnight travel less than 10% of the time.\u003C/span\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003EMust be eighteen years of age or older. Must be legally permitted to work in the United States.\u0026nbsp;\u003Cstrong\u003E\u003Cbr /\u003EAdditional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003EMust be legally permitted to work in the United States\u0026nbsp;\u003Cbr /\u003E\u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003EThe knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.\u0026nbsp;\u003Cbr /\u003E\u003Cstrong\u003EYears of Relevant Work Experience:\u0026nbsp;\u003C/strong\u003E0 years\u0026nbsp;\u003Cstrong\u003E\u003Cbr /\u003EPhysical Requirements:\u003C/strong\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\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E0-1 years of relevant work experience Experience with CRM or standard ticketing systems and remote monitoring and management software Experience with Microsoft Office standard applications Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems Experience with virtualized and cloud-based environments Familiarity with administering antivirus software Familiarity with administering mobile devices and mobile device management systems Understanding of Data management (backup) software and Windows Server Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers\u0026nbsp;\u003Cbr /\u003E\u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E\u003C/strong\u003EBeing 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\u003C/div\u003E
Posted: 2020-08-26 Expires: 2020-11-09
Sponsored by:
ADP Logo

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Product Support Technician

Home Depot
Austin, TX 78701

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast