[Remote] Product Support Technician (Remote)

Note: The job is a remote job and is open to candidates in USA. The Home Depot is a leading home improvement retailer, and they are seeking a Product Support Technician. This role involves providing Tier 1 support, guiding users through problem resolution, managing tickets, and documenting calls to ensure efficient service delivery.

Responsibilities

• Fields, 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
• Performs software installations for customers
• Documents, reviews and ensures that all quality and change control standards are met
• Applies diagnostic utilities to aid in troubleshooting
• Accesses software updates, drivers, and knowledge base to aid in problem resolution
• Tests fixes prior to closing tickets to ensure problems have been adequately resolved
• 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
• Participates in formal and informal training sessions to gain new skills and knowledge
• Reviews regular pertinent product update information to keep knowledge current
• Contributes to and updates knowledge database and team training documentation
• Collaborates with other team members to share and exchange information

Skills

• Must be eighteen years of age or older
• Must be legally permitted to work in the United States
• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED
• 0 years of relevant work experience
• 0-1 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
• No additional education
• No additional years of experience
• None
• None

Company Overview

• The Home Depot is a retailer of hardware, consumer goods, and DIY supplies both online and offline while providing home delivery services. It was founded in 1978, and is headquartered in Atlanta, Georgia, USA, with a workforce of 10001+ employees. Its website is

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