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Hours Full-time, Part-time
Location Atlanta, GA
Atlanta, Georgia

About this job

POSITION PURPOSE
The Item Data Support Specialist is the primary quality assurance gatekeeper for the IDM Production Support team. Responsible for the quality of support provided by the Level 1 team and ensuring all Level 2 items are addressed completely and timely. The specialist must be able to quickly identify and address training gaps (internally and externally) through quality audits and identification of trends. The incumbent is expected to document and train the Level 1 team on previous Level 2 topics when the issues and resolutions are determined to be repeatable (pattern has been established). The specialist is also the primary contact for internal Home Depot teams concerning data issues impacting consuming systems; expected to research, diagnose and escalate the appropriate resolutions.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
55% Research and address Management escalated items and Level 2 issues completely and timely. (Level 2 issues: typically require detailed research or analysis and/or collaboration with various internal Home Depot business or IT teams). Escalate defect fix or enhancement needs as they are identified.
20% Ensure the Level 1 support team is responding to supplier issues received via the supplier hotline, chats, and tickets timely, completely, correctly, and professionally. Identify and address training gaps.
15% Provide New or Refresher training as needed to offshore or onshore users. Educate internal Home Depot users on how the data flows and should be used/updated. Primary contact for internal Home Depot teams concerning data issues impacting consuming systems.
10% Ability to author clear, concise training materials for both internal and external users. Identify and document level 2 items that will enable the transition of responsibility to Level 1 Support. Provide feedback for supplier notifications to mitigate supplier issues.

NATURE AND SCOPE
Position reports to Manager, IDM
No direct reports

ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
Typically requires overnight travel less than 10% of the time.
MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Education Required:
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.

Years of Relevant Work Experience: 2 years

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.

Additional Qualifications:
- Intermediate proficiency in Microsoft Excel and Access

Preferred Qualifications:
- 3 years data analysis experience; prior customer service experience
- Experience in Ecommerce, data management, process analysis and improvement

Knowledge, Skills, Abilities and Competencies:- Strong decision making and problem solving skills
- Ability to lead and manage cross functionally
- Strong organizational, analytical and customer service skills
- Ability to handle and prioritize multiple tasks
- Outstanding written and verbal communication skills
- Effective interpersonal and problem solving skills
- Positive, upbeat, can-do, professional and responsible attitude, independent and self-directed yet also team-oriented