[Hiring] Senior Product Support Specialist @The Home Depot

Role Description

The Senior 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.

Senior Product Support Specialists understand cross-functional, complex initiatives and have the ability to identify, quantify and implement process and system improvements through the use of technology. They coordinate with business stakeholders to align on the definition of product features and help to translate them into user stories that can be interpreted and implemented by product teams.

The Senior Product Support Specialist may provide after hours, overnight, and weekend on-call support as well as advanced support for VP level and above.

Key Responsibilities

• 25% Support & Enablement:
  • Participates in advanced troubleshooting and drives resolution
  • Interfaces with business stakeholders and IT teams to elicit problem details
  • Addresses technical issues both synchronously and asynchronously; escalates accordingly
• 30% Delivery & Execution:
  • Provides after hours, overnight, and weekend on-call support
  • Documents, reviews and ensures that all quality and change control standards are met
  • Provides advanced support for VP level and above
  • Partners with other teams to consult, provide technical expertise, and assist in resolving high level technical issues
  • Engages with IT project and product teams as needed at a SME level
  • Engages other teams to fix at root cause level when appropriate
  • Develops requirements and specifications for project and product lifecycles
  • Identifies diagnostic utilities to aid in troubleshooting
  • Researches and drives the implementation of software updates, drivers, and knowledge bases to aid in problem resolution
  • Engages vendors as needed to resolve or proactively remediate issues
  • Maintains and nurtures relationships with software vendors
  • Identifies process and systems improvements that drive quality within the team
  • Acts as a role model for maintaining relationships with site leadership
• 5% Administration & Operations:
  • Reviews and analyzes reports on call volume, quality, etc. and makes decisions accordingly
  • Evaluates documented resolutions and analyzes trends to prevent future problems
• 40% Learning:
  • Produces and updates content for knowledge base articles and training for product support team
  • Guides the communication of troubleshooting approaches and methods across IT functions
  • Serves as a resource for more junior team members on how to approach or complete tasks
  • Sets standards in call handling and problem resolution best practices
  • Analyzes information to determine areas for further training and coaching
  • Researches and incorporates pertinent product update information in alignment with current trends

Qualifications

• Must be eighteen years of age or older
• Must be legally permitted to work in the United States

Requirements

• 3-6 years of relevant work experience
• Proficient in Microsoft Office standard applications
• Proficient in analyzing data and trends to determine and apply necessary process or standard operating procedure changes
• Proficient in budget forecasting and adherence
• Proficient in selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships
• Proficient in auditing invoices for accuracy and processing in alignment with financial requirements
• Proficient in navigating and maintaining contractual obligations as well as guiding vendor adherence
• Proficient in utilizing and updating knowledge database and team training documentation
• Expertise in setting high standards through action
• Competent in standard help desk ticketing systems and remote monitoring and management software
• Competent in troubleshooting and diagnosing issues associated with modern operating systems and software tools
• Competent in virtualized and cloud-based environments

Benefits

• The pay range for this position is between $50,000.00 - $130,000.00 for California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents