11 days old

PRODUCT SUPPORT SPECIALIST - Learning Enrichment

Austin, TX 78721
JobTitle: PRODUCT SUPPORT SPECIALIST - Learning Enrichment
Job ID: 362748_en-us
Salary Range: 0.0- 0.0
Job Category: Technology
Employment type: Full Time

Position Description:
POSITION PURPOSE
The Product Support Specialist - Learning Enrichment Position performs regular quality performance based call monitoring and ticket quality audits to assess call/ticket quality of all support center agents, to ensure our training methodologies have been effective, to ensure compliance according to our protocols and processes. They are also responsible for developing and facilitating the training courses, job aids and reference materials as they pertain to reinforcing process and protocols expected to meet the caller’s needs (i.e. technical and professional development).

The Learning Enrichment Position is responsible for executing multiple small projects and/or initiatives simultaneously. This is accomplished by applying a standard, defined methodology to the project, and providing the leadership skills necessary to control the execution of the project tasks, as defined in the methodology. The specialist shares responsibility and accountability with the business owners and/or project leadership team for the successful delivery of the entire project. This position supports the Support Center management team by providing daily metrics information as necessary.

In the support center industry this position is also commonly referred to as QA.  Not to be confused with QA of technology environments or deployment of code.  Rather this QA focus is on the performance of people in a role and how they adhere to our customer support and ticket quality standards. 
MAJOR TASKS, RESPONSIBILITIES 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 condition
Travel:
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements:

Categories

Posted: 2020-10-16 Expires: 2020-11-15

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PRODUCT SUPPORT SPECIALIST - Learning Enrichment

Home Depot, Inc.
Austin, TX 78721

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