1+ months

STAFF PRODUCT SUPPORT SPEC

Atlanta, GA 30308
JobTitle: STAFF PRODUCT SUPPORT SPEC
Job ID: 362767_en-us
Salary Range: 0.0- 0.0
Job Category: Technology
Employment type: Full Time

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:

Categories

Posted: 2020-10-16 Expires: 2020-12-16

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STAFF PRODUCT SUPPORT SPEC

Home Depot, Inc.
Atlanta, GA 30308

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