With a career at The Home Depot, you can be yourself and also be part of something bigger. Position Purpose:The Product Support Technician is responsible for handling Tier 1 support calls, guiding callers through problem resolution, managing open tickets, escalating when appropriate, and sharing insights and information to fellow team members. As a Product Support Technician, you will actively listen to and enable end users with solutions to common problems. In addition, you will be responsible for call documentation and escalation as necessary. Key Responsibilities: - 30% Support & Enablement: - 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 - 30% Delivery & Execution: - 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 - - 30% Administration & Operations: - Documents all pertinent end user identification information including nature of problem - Records, tracks, and documents the problem-solving process for each ticket - - 10% Learning: - 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 Direct Manager/Direct Reports: - Typically reports to the Product Support Supervisor, 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: - 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 Minimum Education: - The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED. Preferred Education: - No additional education Minimum Years of Work Experience: - 0 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 - Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder - 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 $17 - $60

職務内容 【職務内容/ Job Description】 お客さまに寄り添い“クルマのある人生”を守る存在でありたいーそれがアクサの想いです。その想いのもと、補償選びの際にお客さまが自分に最適な補償に納得して加入できるようサポートを行うカーライフパートナーを募集します。 お電話での自動車保険の見積り作成や申込みの問い合わせ窓口を担当いただきます。お客さまのニーズを超える自動車保険のご提案をし、人にしかできないコンサルティングサービスを提供することを目指します。 　・自動車保険に関する、電話対応全般 　・補償内容変更に関する対応 　・インターネット手続きのサポート 　・専用システムへの入力作業 　・各種メールの作成等 等 業務拡大に伴い、6月より就業可能な方を募集します 【求めるスキル・経験/ Required Skills and Experiences 】 【必須】 ・基本的なPCスキル（Word、Excel操作が可能な方） ・コミュニケーションスキル（接客、営業等の折衝経験歓迎） 【あれば尚可】 ・コールセンターでの就業経験 ・保険営業経験 ・自動車ディーラー経験 ★未経験歓迎、経験や業界知識は不問 ★入社後約２ヶ月の研修あり ★在宅勤務可、子育て世代も活躍 【待遇/ Condition】 【賃金】現年収、能力、経験に応じて当社規定により優遇 【勤務時間】シフト制による完全週休二日制 　平日/9:00～18:00（休憩1h） 　土日祝/9:00～17:00（休憩1h） 【勤務地/ Work Location】 （雇入れ直後）福井センター （変更の範囲）会社の定める就業場所へ異動を命じることがある。 【アクサ損害保険について】 アクサ損害保険は、アクサグループの100％出資により1998年に日本法人として設立されました。1999年4月に通信販売による「アクサダイレクト総合自動車保険」の商品認可を受け、同年 月より販売を本格的に開始しました。2019年4月にアクサ・ホールディングス・ジャパン株式会社が設立され、その子会社として損害保険業務を展開しています。 データサイエンスの活用や、お客さまからいただいたお声を商品・サービスの向上につなげるしくみを構築することで、お客さまのニーズに合った商品・サービスの提供に努めています。 アクサジャパン採用サイト：採用情報｜アクサ・ホールディングス・ジャパン キャリア：キャリア｜アクサの魅力｜採用情報｜アクサ・ホールディングス・ジャパン 福利厚生：福利厚生｜アクサの魅力｜採用情報｜アクサ・ホールディングス・ジャパン

• Provide technical support to customers through telephone and other forms of communication • Resolve technical issues related to Hardware, Software, Assay and Training • Distinguish between hardware, reagent and software issues and provide appropriate resolutions • Mentor and assist peers in routine trouble shooting

• Coordinate incident resolution in compliance with SLAs • Manage the client incident backlog received from Level 1 • Perform preliminary analyses using the provided tools • Handle escalations and update Level 1 teams on resolution progress • Initiate and implement appropriate corrective processes • Conduct in-depth incident investigations • Track incidents escalated to the Level 3 team • Write documentation for handling internal team tickets • Maintain N2/N3 synergy and share blocking issues • Contribute to the autonomy of the escalation chain, particularly Level 1