1+ months

Senior Product Support Specialist

Atlanta, GA 30303
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cspan id=\u0022Field_REQ_DESCRIPTION_329\u0022 class=\u0022wgt-TextWidget PopupAutoCommit wgt-input\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E The Sr. 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. This role also sets standards within the Product Support Team and coaches and trains team members based on knowledge and skill gaps. \u003Cbr /\u003E The Sr. Product Support Specialist provides after hours, overnight, and weekend on-call support as well as advanced support for VP level and above.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E 15% - Support \u0026 Enablement: \u003Cbr /\u003E Receives incident from escalation of L2 or receives incident from application\u0026 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 accordingly \u003Cbr /\u003E Actively listens to and builds rapport with end users to elicit problem details, applying advanced conflict resolution skills frequently to resolve escalated customer issues \u003Cbr /\u003E\u003Cbr /\u003E 40% - Delivery \u0026 Execution: \u003Cbr /\u003E Provides after hours, overnight, and weekend on-call support \u003Cbr /\u003E Documents, reviews and ensures that all quality and change control standards are met \u003Cbr /\u003E Provides advanced support for VP level and above \u003Cbr /\u003E Has administrative rights; can make changes to systems hardware and software \u003Cbr /\u003E Collaborates with engineering teams to determine root cause of issue and resolution, provide technical expertise, and assist in resolving high level technical issues; engages in IT projects as needed at a SME level; engages other teams to fix at root cause level when appropriate \u003Cbr /\u003E Ensures stability, viability and maintenance of the 24-7 mission critical production environment \u003Cbr /\u003E Plans, documents, and executes technical changes as needed \u003Cbr /\u003E Learns and updates inventory system for new orders in area of responsibility \u003Cbr /\u003E Applies diagnostic utilities to aid in troubleshooting \u003Cbr /\u003E Accesses software updates, drivers, and knowledge bases to aid in problem resolution \u003Cbr /\u003E Maintains and updates contractor loaner pool laptops \u003Cbr /\u003E Engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor \u003Cbr /\u003E Provides assistance to address facility-related issues with network equipment, HVAC interference, etc. at remote locations \u003Cbr /\u003E Assesses and drives quality within the team \u003Cbr /\u003E Interacts and builds relationships with site leadership \u003Cbr /\u003E\u003Cbr /\u003E 10% - Administration \u0026 Operations: \u003Cbr /\u003E Creates and monitors reports on call volume, quality, etc. and makes decisions accordingly \u003Cbr /\u003E Documents all pertinent end user identification information including nature of problem \u003Cbr /\u003E Evaluates documented resolutions and analyzes trends to prevent future problems \u003Cbr /\u003E\u003Cbr /\u003E 35% - Learning: \u003Cbr /\u003E Creates, updates, and manages the Knowledge Base for L2s to utilize \u003Cbr /\u003E Produces training for Support Desk Levels 1, 2, and 3; leads training classes for Levels 1, 2, and 3 \u003Cbr /\u003E Guides the communication of troubleshooting approaches and methods across the Support Desk; serves as a resource for more junior team members on how to approach or complete this task \u003Cbr /\u003E Sets 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 /\u003E Proactively gathers information to determine areas for further training and coaching \u003Cbr /\u003E Reviews regular pertinent product update information to keep knowledge current\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E NATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Typically reports to the Product Support Manager or Sr. Manager.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E ENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Environment: \u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Travel: \u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Typically 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\u003Cspan id=\u0022Field_REQ_ESSENTIALFUNC_332\u0022 class=\u0022wgt-TextWidget PopupAutoCommit wgt-input\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\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\u003E\u003Cbr /\u003E Additional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Must be legally permitted to work in the United States\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Education Required:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E The 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 /\u003E Years of Relevant Work Experience: \u003C/strong\u003E2 years\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Physical Requirements:\u003C/strong\u003E\u003Cbr /\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.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E 2-4 years of relevant work experience \u003Cbr /\u003E Expertise in CRM or standard help desk ticketing systems and remote monitoring and management software \u003Cbr /\u003E Proficient in Microsoft Office standard applications \u003Cbr /\u003E Expertise in troubleshooting and diagnosing networking issues and problems with modern operating systems \u003Cbr /\u003E Expertise in troubleshooting and diagnosing in virtualized and cloud-based environments \u003Cbr /\u003E Proficient in administering antivirus software \u003Cbr /\u003E Proficient in administering mobile devices and mobile device management systems \u003Cbr /\u003E Proficient in data management (backup) software and Windows Server \u003Cbr /\u003E Proficient in DNS, DHCP, Internet infrastructure, and IP informational tools \u003Cbr /\u003E Proficient with setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers \u003Cbr /\u003E Expertise in contributing to and developing content for a knowledge database and team training documentation \u003Cbr /\u003E Expertise in guiding and coaching more junior team members \u003Cbr /\u003E Expertise in setting high standards through action \u003Cbr /\u003E Proficient in identifying trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectiveness \u003Cbr /\u003E Experience with selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Knowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E\u003Cbr /\u003E\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 Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement \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 demands of different situations\u003C/span\u003E\u003C/div\u003E
Posted: 2020-02-01 Expires: 2020-04-18

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Senior Product Support Specialist

Home Depot
Atlanta, GA 30303

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