Product Support Specialist - Workforce Management RTA

The Home Depot is a leading home improvement retailer, and they are seeking a Product Support Specialist for their Workforce Management team. This role is responsible for supporting workforce management operations, including real-time performance monitoring, forecasting, and schedule management to ensure operational efficiency and service excellence.

Responsibilities:

• Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed
• Has administrative rights; can make change to systems hardware and software
• Documents, reviews and ensures that all quality and change control standards are met
• 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
• Documents all pertinent end user identification information including nature of problem
• Records, tracks, and documents the problem-solving process for each ticket
• 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

Requirements:

• 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
• 1 year of work experience
• Workforce Management experience required
• Call Center related metrics experience required
• Tableau, Service Desk ticket reporting, Excel, NICE IEX, NICE RCP, Blue Pumpkin, I 360, and CentreVu experience is preferred
• 1-3 years of relevant work experience
• Practical experience in NICE Administration, NICE RCP/IEX, Microsoft Office, Excel, MS SQL, My SQL, HTML, Avaya Cloud, Tableau, HP Service Center
• Real time decision making
• Analytical Accuracy
• Communication & Influence
• Proficient in CRM or standard help desk ticketing systems and remote monitoring and management software
• Proficient in Microsoft Office standard applications
• Proficient in troubleshooting and diagnosing networking issues and problems with modern operating systems
• Proficient in troubleshooting and diagnosing in virtualized and cloud-based environments
• Experience with administering antivirus software
• Experience with administering mobile devices and mobile device management systems (iPhone, Android)
• Experience with data management (backup) software and Windows Server
• Experience with DNS, DHCP, Internet infrastructure, and IP informational tools
• Experience with setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers
• Experience contributing to and developing content for a knowledge database and team training documentation
• Experience serving as a resource for more junior team members on how to approach or complete Support Desk tasks