Senior Product Support Specialist - Schedule (Remote)
The Home Depot · US
With a career at The Home Depot, you can be yourself and also be part of something bigger. Position Purpose: The Sr.
Job description
With a career at The Home Depot, you can be yourself and also be part of something bigger. Position Purpose: The Sr. 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. This role also sets standards within the Product Support Team and coaches and trains team members based on knowledge and skill gaps. The Sr. Product Support Specialist provides after hours, overnight, and weekend on-call support as well as advanced support for VP level and above. Key Responsibilities: - 15% Support & Enablement: - Receives incident from escalation of L2 or receives incident from application& 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 accordingly - Actively listens to and builds rapport with end users to elicit problem details, applying advanced conflict resolution skills frequently to resolve escalated customer issues - 40% Delivery & Execution: - Provides after...