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STAFF PRODUCT SUPPORT SPECIALIST - MANAGED SERVICES

Home Depot


Location:
Austin, TX
Date:
04/20/2017
Job Code:
106191
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Job Details

STAFF PRODUCT SUPPORT SPEC - Austin TX 78721 Skip Navigation
Job Details

STAFF PRODUCT SUPPORT SPECIALIST - MANAGED SERVICES (106191)

TX - Austin

  • Date Posted: Mar 20, 2017
  • Company: The Home Depot
  • Travel: None
  • Functional Area: Information Technology
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
POSITION PURPOSE
The Staff 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. 

Staff 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. 

Staff Product Support Specialists 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. 
This role also sets standards within the Product Support Team and mentors team members based on knowledge and skill gaps. The Staff Product Support Specialist may provide after hours, overnight, and weekend on-call support as well as advanced support for VP level and above.


MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

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 
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 drive 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 vendor 
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 this task 
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 
Analyze information to determine areas for further training and coaching
Researches and incorporates pertinent product update information in alignment with current trends


NATURE AND SCOPE

Typically reports to the 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.

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 bachelor's degree program or equivalent degree in a field of study related to the job.

Years of Relevant Work Experience: 
3 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:

3-6 years of relevant work experience 
Expertise in CRM or standard help desk ticketing systems and remote monitoring and management software 
Proficient in Microsoft Office standard applications 
Proficient in troubleshooting and diagnosing issues associated with modern operating systems and modern software tools 
Proficient in troubleshooting and diagnosing in virtualized and cloud-based environments 
Expertise in developing and enhancing knowledge database and team training documentation 
Expertise in mentoring more junior team members 
Expertise in setting high standards through action 
Proficient in analyzing trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectiveness 
Proficient in selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships


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 
Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement 
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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