Product Support Specialist (BlackLocus division)

The Home Depot is able to offer virtual employment of this position in the following states:AK, AZ, CA, GA, HI, ID, IL, KS, KY, ME, MA, MI, MN, MT, NE, NV, NH, NJ, NM, NY, ND, OH, OR, RI, SD, TX, UT, VT, WA, WV, WI, WYPosition Purpose:The Product Support Specialist is responsible for leveraging existing applications, SQL-based data queries, Command Line Interface tools, and AI/LLM for handling Level 1 requests, maintaining queries / data tables / user access, and nurturing user relationships. You will troubleshoot technical issues via Zendesk ticketing system as well as Slack and Teams remote support, both synchronously and asynchronously. They are analytical and customer-focused advocates for application users.The Product Support Specialist is also responsible for collaborating on and producing data-backed content recommendations for the knowledge database and developing training/communication materials to promote application adoption. You will own the Product and User feedback loops, apply diagnostic utilities and AI/LLM as needed to complete troubleshooting activities, and partner with DE, BI and developers to resolve application issues.Key Responsibilities: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 vendorActively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed40% Delivery & Execution:Has administrative rights; can make change to systems hardware and softwareDocuments, reviews and ensures that all quality and change control standards are metPartners with engineering team to resolve any SCCM Software Center issuesMaintains, upgrades and supports existing systems to ensure operational stabilityApplies diagnostic utilities to as needed to complete troubleshooting activitiesIdentifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirementsAccesses software updates, drivers, and knowledge bases as needed to achieve problem resolutionTests fixes prior to closing tickets to ensure problems have been adequately resolvedObtains and maintains license keys and associated software assetsMaintains the PCLS software server which contains manual installation packagesNegotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendorsInteracts and builds relationships with site leadership where applicable10% Administration & Operations:Documents all pertinent end user identification information including nature of problemRecords, tracks, and documents the problem-solving process for each ticket25% 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 serverIf new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolutionDirect Manager/Direct Reports:Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.Physical Requirements:Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.Working Conditions:Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.Minimum Qualifications:Must be eighteen years of age or older.Must be legally permitted to work in the United States.Preferred Qualifications:1-3 years of relevant work experienceFamiliarity with using a ticketing or request intake system (e.g., Zendesk, ServiceNow, Jira, or similar) to track, prioritize, and resolve requestsWillingness to learn new tools, systems, and business domains in a continuously evolving environmentComfort working with data to answer questions or validate outcomes, including experience with SQL or data query tools (BigQuery or similar preferred, but not required)Interest in or exposure to technical troubleshooting, including investigating issues, validating expected vs. actual behavior, and documenting findingsBasic familiarity with command-line tools or scripting concepts (Python exposure is a plus, but not required)Demonstrated problem-solving skills and the ability to follow defined processes while knowing when to escalate issues appropriatelyExperience collaborating with cross-functional partners (such as product, engineering, or analytics teams), even in a supporting or learning capacityStrong written communication skills, with the ability to clearly document requests, explanations, and next stepsInterest in understanding how users interact with systems, including curiosity about usage patterns and feedbackExposure to or interest in product analytics or user analytics tools (such as Pendo or similar platforms)Minimum Education:The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.Preferred Education:No additional educationMinimum Years of Work Experience:1Preferred Years of Work Experience:No additional years of experienceMinimum Leadership Experience:NonePreferred Leadership Experience:NoneCertifications:NoneCompetencies:Being Resilient: Rebounding from setbacks and adversity when facing difficult situationsCollaborates: Building partnerships and working collaboratively with others to meet shared objectivesCommunicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the uniqueneeds of different audiencesCustomer Focus: Building strong customer relationships and delivering customer-centric solutionsDecision Quality: Making good and timely decisions that keep the organization moving forwardInterpersonal Savvy: Relating openly and comfortably with diverse groups of peopleManages Conflict: Handling conflict situations effectively, with a minimum of noiseNimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodderResourcefulness: Securing and deploying resources effectively and efficientlySituational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations