Product Support Specialist

 Provide suggestions on the best product choice or provide product comparisons.

Assist in finding replacement repair parts. Provide product specifications and information. Qualifications for this position would be a minimum of 5 years trade experience or related retail experience.

Job Summary

Responsible for answering internal/external customer phone calls and e-mails related to product installation, troubleshooting, repair, recommendation, specifications and warranty procedures. Analyze product problems, research product information, and make appropriate recommendations for resolution.

Major Tasks, Responsibilities, and Key Accountabilities

• Answers internal and external customer phone calls and e-mails related to product questions.
• Analyzes product problems and recommends solutions. Conducts appropriate research on issues; including reviewing technical and online resources.
• Assists customer verbally with installation of a product while following proper guide lines.
• Compares and contrasts products for a customer and recommends the appropriate product for the customer’s needs.
• Assists customers in finding products in the catalog and placing orders based on that information.
• Assists the customer with appropriate warranty procedures and information.

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.
• No travel required.

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.