Technical Support Specialist

7 days ago

Jacksonville, Florida, United States HD Supply Full time

Job Summary

Answers customer phone calls and e-mails related to product installation, troubleshooting, repairs, recommendations, specifications, and warranty procedures. Analyzes product problems, researches product information, and makes appropriate recommendations for problem resolution. Ensures customers are aware of relevant regulations/restrictions within assigned industry.

Major Tasks, Responsibilities, and Key Accountabilities

  • Reviews cases from customers, sales, and customer service to investigate product issues. Analyzes product problems and recommends solutions. Conducts appropriate research on product issues, including reviewing technical and online resources.
  • Partners with Sales, Customer Service, and Product Management teams to create solutions for customers with sourcing, operational, and/or application issues.
  • Uses product knowledge to provide instruction and education to customers regarding the product and application usage.
  • Stays informed on relevant regulations and restrictions to ensure safety and compliance with customer orders.
  • Answers internal and external phone calls and e-mails related to product questions. Collaborates with peers to review large quote requests that require additional input.
  • Assists customers with finding products in the catalog, sourcing products, placing orders, providing quotes, verbally assisting in the proper installation of products, and keeping customers informed of warranty procedures and information. Compares and contrasts products for a customer and recommends the appropriate product based on customer needs. Follows up with customers when necessary.
  • Trains and educates staff.

Nature and Scope

  • Refers complex, unusual problems to supervisor.
  • Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques. Work typically involves regular review of output by a senior coworker or supervisor.
  • None.

Work Environment

  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
  • 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.
  • Typically requires overnight travel less than 10% of the time.

Education and Experience

  • HS Diploma or GED strongly preferred. Specialized skills training/certification may be required. Generally 2-5 years of experience in area of responsibility.

Our Goals for Diversity, Equity, and Inclusion

We are committed to creating a culture that promotes equity, respect, and advocacy for every HD Supply associate. We value the diversity of our people.

Equal Employment Opportunity

HD Supply is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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