What does a Product Support do?
Product support specialists educate current and prospective customers about a company’s products and services. They present informative pitches and demonstrations to leads and answer any questions. They assist new and existing customers by explaining features, clarifying operating instructions, and providing troubleshooting tips. They also diagnose technical issues and assist with repair requests. They may also train or educate internal users and create training programs or materials. They may compile a database of common questions or issues in order to develop FAQs or troubleshooting guides.
Product support specialists typically have a bachelor’s degree in a computer science discipline, although an equivalent combination of education and relevant professional experience may be acceptable. They commonly have a background in tech support or customer service. In-depth expertise with the products involved is helpful. Good communication skills are a must.
- Escalate requests and issues to the appropriate internal team.
- Schedule the ordered medical service accurately and links order to appointment.
- Act as direct contact with internal and external customers.
- Track and report on support metrics and support team performance.
- Multi-task, problem-solve, and prioritize in a fast-paced working environment.
- Manage overall strategy to ensure proper levels of product support coverage.
- Record detailed information into a work order/service ticketing system for all calls/emails.
- Analyze and validate system requirements, and existing business processes.
- Review work queues to identify unscheduled ordered services and connects with the patient to schedule the appropriate service.
- Encourage and support process improvement initiatives identified by team members.
- Ensure all safety and security rules are strictly observed and any accidents, incidents or injuries are promptly reported to management.
- Identify training opportunities and help sales partners develop a stronger understand of product nuances.
- Write simple to moderately complex test plans and test cases to ensure changes that are made to the application meet client needs and maintain application integrity.
- Bachelor's Degree in business, computer science, engineering or information technology or equivalent experience.
- Fluent in operating systems, incident response, and VPN systems.
- A collaborator with demonstrated multitasking and time management skills.
- Skilled at writing protocols and process analysis.
- A leader with an eye for solving problems and continuous improvement.
- Can assist with clerical needs such as answering phones or responding to email.
- Experience with applicable software and systems.
- Demonstrated positive attitude and sense of humor.
How much does a Product Support make?
Product Support Career Path
Learn how to become a Product Support, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.
Years of Experience Distribution
Product Support Insights
“Everyone here is amazing and really pushes you to be the best you can be.”
“I haven't worked in such a fun and diverse workplace before coming to Employsure.”
“High attrition in my time in the Product Support Department led to multiple management changes.”
“Quarterly bonuses if you hit the requirements as well as a end of the year bonus.”
“I'm assuming the individual who was my interim manager is going to be expected to cover what was to be my workload.”
“Some of the best opportunities to work with the top sponsors of the biggest sporting events!”
“Best place to work and start”
“Great work and experience opportunities”
Product Support Interviews
Frequently asked questions about the roles and responsibilities of a Product Support
- Support Technician
- Support Specialist
- Product Support Analyst
- Support Consultant