[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.ResponsibilitiesFields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordinglyMonitors system updates to remain aware of common problems users are experiencingActively listens to and builds rapport with end users to elicit problem detailsPerforms software installations for customersDocuments, reviews and ensures that all quality and change control standards are metApplies diagnostic utilities to aid in troubleshootingAccesses software updates, drivers, and knowledge base to aid in problem resolutionTests fixes prior to closing tickets to ensure problems have been adequately resolvedInteracts and builds relationships with site leadership where applicableDocuments all pertinent end user identification information including nature of problemRecords, tracks, and documents the problem-solving process for each ticketParticipates in formal and informal training sessions to gain new skills and knowledgeReviews regular pertinent product update information to keep knowledge currentContributes to and updates knowledge database and team training documentationCollaborates with other team members to share and exchange informationSkillsMust be eighteen years of age or olderMust be legally permitted to work in the United StatesThe knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED0 years of relevant work experience0-1 years of relevant work experienceExperience with CRM or standard ticketing systems and remote monitoring and management softwareExperience with Microsoft Office standard applicationsExperience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systemsExperience with virtualized and cloud-based environmentsFamiliarity with administering antivirus softwareFamiliarity with administering mobile devices and mobile device management systemsUnderstanding of Data management (backup) software and Windows ServerUnderstanding of DNS, DHCP, Internet infrastructure, and IP informational toolsUnderstanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix ServersNo additional educationNo additional years of experienceNoneNoneCompany OverviewThe 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 https://www.homedepot.com.



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