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PRODUCT SUPPORT SPECIALIST - Technology Support Center Trainer

Home Depot


Location:
Austin, TX
Date:
06/22/2017
2017-06-222017-07-22
Job Code:
107689
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Job Details

PRODUCT SUPPORT SPECIALIST - Technology Support Center Trainer - Austin TX 78721 Skip Navigation
Job Details

PRODUCT SUPPORT SPECIALIST - Technology Support Center Trainer (107689)

TX - Austin

  • Date Posted: Jun 5, 2017
  • Company: The Home Depot
  • Travel: None
  • Functional Area: Technology
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
POSITION PURPOSE
The Product Support Specialist - Technology Support Center Trainer researches, designs, develops, and facilitates training courses, job aids, and reference manuals to meet the developmental objectives of the various audiences within the Support Center in multiple states. The Trainer must provide the leadership skills necessary to control the execution of the various learning initiatives in the Technology Support Center. The Technology Support Center is comprised of ~300 agents that provide support to our THD stores and corporate facilities. The Support Center processes over 1.6 million transactions per year that includes; end user support, troubleshooting, root cause analysis and call reduction initiatives. Without this resource, the Support Desk leadership team's ability to staff knowledgeable support agents will be hampered.

Works with Leadership to help drive process improvements, standards, methods, tools, and competencies across the Support Desk.



MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
25% - Support & Enablement:
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
Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed

40% - Delivery & Execution:
Has administrative rights; can make change to systems hardware and software
Partners with engineering team to resolve any SCCM Software Center issues
Maintains, upgrades and supports existing systems to ensure operational stability
Applies diagnostic utilities to as needed to complete troubleshooting activities
Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements
Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution
Tests fixes prior to closing tickets to ensure problems have been adequately resolved
Obtains and maintains license keys and associated software assets
Maintains the PCLS software server which contains manual installation packages
Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors
Interacts and builds relationships with site leadership where applicable

10% - Administration & Operations:
Documents all pertinent end user identification information including nature of problem
Records, tracks, and documents the problem-solving process for each ticket
25% - Learning:
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
If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution

NATURE AND SCOPE
Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.

ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements:


ESSENTIAL SKILLS:
MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
Must be legally permitted to work in the United States
Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

Years of Relevant Work Experience: 1 years

Physical Requirements:
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.

Additional Qualifications:

Preferred Qualifications:
1-3 years prior training experience
Confident public speaker
Ability to represent themselves and our organization with the utmost customer service professionalism
Personable attitude in every interaction
Able to lead a group through learning technical/procedural concepts and material
Innovative, creative thinker and change agent
Patient and a good listener
Good at breaking down technical concepts
Receptive to feedback
Self Starter
Excellent conflict management
Courageous
Remarkable verbal and written communication skills

Knowledge, Skills, Abilities and Competencies:
Being 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


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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