The Home Depot

Senior Product Support Specialist (Remote)

The Home Depot$50K — $130K *
US-AnywhereRemote in Georgia, US
Technical Services
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 5-7 years of relevant experience in product support or a related field
  • Proficient in using Microsoft Office applications
  • Experience in data analysis for process improvement
  • Strong skills in vendor management and contract adherence
  • Familiarity with help desk ticketing systems and cloud environments

Responsibilities

  • Participate in advanced troubleshooting and drive resolution of escalated issues
  • Interface with stakeholders to elicit detailed problem descriptions
  • Document processes and ensure adherence to quality standards
  • Provide after-hours support and advanced technical assistance for senior management
  • Develop requirements for project lifecycles and technical specifications
  • Research and implement software updates for problem resolution
  • Produce and update knowledge base articles for team training

Benefits

  • Opportunities for professional development and training
  • Flexible work schedule and remote work options
  • Access to a supportive team environment
  • Potential for career advancement within the company
  • Work in a comfortable and stable indoor environment
Full Job Description
Position Purpose:

The Senior 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.
Senior 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. Senior 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.
The Senior Product Support Specialist may provide after hours, overnight, and weekend on-call support as well as advanced support for VP level and above.

Key Responsibilities:
  • 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
  • Documents, reviews and ensures that all quality and change control standards are met
  • 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:
  • Reviews and analyzes reports on call volume, quality, etc. and makes decisions accordingly
  • Evaluates documented resolutions and analyzes trends to prevent future problems

40% Learning:
  • Produces and updates content for knowledge base articles and training for product support team
  • Guides the communication of troubleshooting approaches and methods across IT functions; serves as a resource for more junior team members on how to approach or complete this task
  • Sets standards in call handling and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task
  • Analyze information to determine areas for further training and coaching
  • Researches and incorporates pertinent product update information in alignment with current trends


Direct Manager/Direct Reports:
  • Typically reports to the Product Support Manager or Sr. Manager.


Travel Requirements:
  • Typically requires overnight travel less than 10% of the time.


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.
  • Must be legally permitted to work in the United States


Preferred Qualifications:
  • 3-6 years of relevant work experience
  • Proficient in Microsoft Office standard applications
  • Proficient in analyzing data and trends to determine and apply necessary process or standard operating procedure changes to optimize efficiency and effectiveness
  • Proficient in budget forecasting and adherence
  • Proficient in selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships
  • Proficient in auditing invoices for accuracy and processing in alignment with financial requirements
  • Proficient in navigating and maintaining contractual obligations as well as guiding vendor adherence
  • Proficient in utilizing and updating knowledge database and team training documentation
  • Expertise in setting high standards through action
  • Competent in standard help desk ticketing systems and remote monitoring and management software
  • Competent in troubleshooting and diagnosing issues associated with modern operating systems and modern software tools as well as in virtualized and cloud-based environments


Minimum Education:
  • The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.


Preferred Education:
  • No additional education


Minimum Years of Work Experience:
  • 3


Preferred Years of Work Experience:
  • No additional years of experience


Minimum Leadership Experience:
  • None


Preferred Leadership Experience:
  • None


Certifications:
  • None


Competencies:
  • Being Resilient: Rebounding from setbacks and adversity when facing difficult situations
  • Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
  • Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
  • Customer Focus: Building strong customer relationships and delivering customer-centric solutions
  • Decision Quality: Making good and timely decisions that keep the organization moving forward
  • Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
  • Manages Conflict: Handling conflict situations effectively, with a minimum of noise
  • Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
  • Resourcefulness: Securing and deploying resources effectively and efficiently
  • Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations


For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents:

The pay range for this position is between $50,000.00 - $130,000.00

About The Home Depot

The Home Depot is a home improvement retailing company that combines its physical stores with an online presence to provide customers with innovative products at great value. The company specializes in the fields of retail, home improvement, and customer service. The Home Depot was founded in 1978 and is headquartered in Atlanta, Georgia.

The Home Depot Careers

Join the vibrant team at The Home Depot, the largest home improvement retailer in the U.S., where your career can flourish in an environment ripe with opportunities for growth and innovation. As a market leader, The Home Depot offers a variety of job opportunities that allow professionals to thrive in a culture that values leadership, diversity, and professional development. Work You’ll Do At The Home Depot, you’ll be part of a team that’s committed to helping homeowners, builders, and do-it-yourselfers bring their visions to life. Our extensive range of job opportunities spans from store operations to supply chain management, from IT to marketing. No matter where you start, you’ll be doing work that matters, impacting our customers' lives and experiences. Transform Your Career Step into a role within The Home Depot and join a network of over 400,000 associates who are as passionate about building their careers as they are about helping our customers. Leadership at The Home Depot means continuous improvement, embracing diversity, and fostering a culture of inclusion and respect that makes us stronger. Innovate with Us Innovation isn’t just a buzzword at The Home Depot; it’s the backbone of how we do business. We are constantly seeking out new technologies and tools to improve every aspect of our operations, from logistics to customer service. Join us, and bring your unique perspective and skills to a team that’s setting the standard for excellence in the retail industry. Grow and Develop The Home Depot is committed to the growth and development of its associates through robust training programs, leadership workshops, and opportunities for advancement. Whether you’re looking for a part-time position or a full-time career, The Home Depot nurtures your professional growth every step of the way. Internship Programs Dive into the professional world through The Home Depot’s internship programs, which offer a dynamic environment to gain hands-on experience and develop critical skills in various business areas. Our internships provide a platform to connect with leaders and peers, enhancing your resume and preparing you for future employment. Benefits and Culture Choosing to start your career at The Home Depot means more than just securing a job. It means you gain access to unparalleled benefits that support your life and well-being, from health insurance to educational assistance. Our commitment to employees is reflected in our open, supportive culture where everyone’s voice is heard, and every team member’s contribution is valued. Join Our Team Ready to take the next step in your career? Explore the wide range of positions available at The Home Depot, where we’re hiring passionate, curious, and innovative team players. Search open positions that match your skills and interests on our Jobs page. Stay Connected Keep up to date with the latest career tips, company news, and industry insights—all from the people who work here. Subscribe to our Careers Blog and personalize your subscription to receive updates that align with your career interests and goals. At The Home Depot, we don’t just offer jobs—we offer careers that make a difference. Join us, and be a part of something bigger as we continue to invest in your future and our shared success.
Learn more about The Home Depot
Size
490,600 employees
Market Cap
$323 billion
Industry
Net Income
$12.8 billion
Founded
1978
5 Year Trend
+9.8%
Revenue
$132.1 billion
NASDAQ

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