[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. Responsibilities • Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordingly • Monitors system updates to remain aware of common problems users are experiencing • Actively listens to and builds rapport with end users to elicit problem details • Performs software installations for customers • Documents, reviews and ensures that all quality and change control standards are met • Applies diagnostic utilities to aid in troubleshooting • Accesses software updates, drivers, and knowledge base to aid in problem resolution • Tests fixes prior to closing tickets to ensure problems have been adequately resolved • Interacts and builds relationships with site leadership where applicable • Documents all pertinent end user identification information including nature of problem • Records, tracks, and documents the problem-solving process for each ticket • Participates in formal and informal training sessions to gain new skills and knowledge • Reviews regular pertinent product update information to keep knowledge current • Contributes to and updates knowledge database and team training documentation • Collaborates with other team members to share and exchange information Skills • Must be eighteen years of age or older • Must be legally permitted to work in the United States • The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED • 0 years of relevant work experience • 0-1 years of relevant work experience • Experience with CRM or standard ticketing systems and remote monitoring and management software • Experience with Microsoft Office standard applications • Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems • Experience with virtualized and cloud-based environments • Familiarity with administering antivirus software • Familiarity with administering mobile devices and mobile device management systems • Understanding of Data management (backup) software and Windows Server • Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools • Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers • No additional education • No additional years of experience • None • None Company Overview • The 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