Product Support Job Description
Product support
provides insight to contractors / distributors / Converters / sales professionals on how they can improve the performance of their business and share best practices by educating them on the benefits of the products and how they compare to the competition.
Product Support Duties & Responsibilities
To write an effective product support job description, begin by listing detailed duties, responsibilities and expectations. We have included product support job description templates that you can modify and use.
Sample responsibilities for this position include:
Ensure investment products meet regulatory requirements
Continually stays abreast of marketplace trends and issues, gathered through external and internal networks
Manage and triage inbound support tickets regarding product usage and performance
Lead complex investigations involving website/ad tagging and data tracking/processing
Manage escalation through working directly with Engineering and Product Management teams
Support Client Services, Advanced Analytics, and Implementation teams on data review and QA, bug resolution
Document and automate processes wherever possible to ensure that we can quickly solve issues
Create and update user guides and FAQ
Produce How-To videos and Webinars
Identify and communicate system issues to our QA and Development team
Product Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Product Support
List any licenses or certifications required by the position: ITIL, CCNA, MCSE, I.T, DLC, MS, ECP, MCP, OMA, CLS
Education for Product Support
Typically a job would require a certain level of education.
Employers hiring for the product support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Technical, Business, Education, Engineering, Associates, Computer Science, Finance, Science, Technology, Marketing
Skills for Product Support
Desired skills for product support include:
Business analysis
Implementation of software products
Programming
FIS products and services
Related disciplines
Best practices and how own area integrates with others
Is aware of the competition and the factors that differentiate them in the market
Own discipline and broadens capabilities
Excel
Desired experience for product support includes:
Bachelor’s degree (MBA Preferred) with 10+ years of relevant experience and a proven track record with demonstrated advancement in leadership roles
Experience working with CRM solutions (Salesforce experience is preferred but not required)
Extensive Knowledge of the FIFA, NHL, and UFC video game franchises a benefit
ITIL Certification (preferred, not essential)
A strong grasp of software development lifecycle and Product life cycle
Experience as a Technical Account Manager / Customer Support Technician or Engineering with experience troubleshooting customer technical issues
Product Support Examples
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Product Support Job Description
Job Description Example
Our company is growing rapidly and is looking for a product support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for product support
- Assist customers with the use of the product
- Obtain Software License Agreements and purchase orders to renew the annual Maintenance Agreements for software products
- Gain a technical and functional understanding of company product architecture and develop expertise in analyzing logs to isolate problems
- Provide a liaison between the first line customer solutions team and the development organization to isolate field issues and identify root causes
- Identify and implement appropriate actions to recover customer systems and restore normal operations within the time frames required by applicable service level agreements
- Collect logs and data to assist in ongoing investigation of underlying defects in hardware and/or software that contributed to the customer issues
- Log defect reports against development organization for confirmed defects and follow through with development team to ensure delivery of fixes for these problems performing validation of the fixes
- Write and/or review root cause analysis and customer impact statements for field reported problems
- Handle out of hours support calls on a rotating basis
- Follow up with customer solutions to provide support for resolution of customer-side issues that contributed to field reported problems
Qualifications for product support
- Understanding of distributed web service architectures
- Provide planned and unplanned technical support
- Provide feedback to enable maintenance planning improvements in terms of efficiency and equipment integrity
- Assembly/Commissioning of new machines
- Ability to work independently on project deliverables in a fast-paced ambiguous environment with proven success in project management, execution and multi-tasking
- Passionate about problem solving and the potential for innovative solutions
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Product Support Job Description
Job Description Example
Our innovative and growing company is hiring for a product support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for product support
- Lead and manage a dedicated global team of Product Support professionals
- Build strong cross functional relationships with all other operational teams
- Leverage analytics to inform broader business of areas of focus and performance
- Build necessary skill set to rapidly integrate new lines of business into support
- Plan, execute and manage DR readiness for global Product Support team
- Apply metrics driven approach to defining success and set goals according to plan
- Define evolution path for the team at scale and with ever increasing products to support
- Develop and implement roadmap for continuing work obsolescence via automation
- Explore and execute opportunities for increasing customer value based on differentiation
- Logs calls into the Call / Problem Tracking system
Qualifications for product support
- A foundational understanding of Web Services, SOAP, XML, and computer networking preferred but not required
- Maintain a holistic view of customer base
- Meet with customers to better understand service issues and proactively develop better service delivery plans and drives outreach programs
- Respond to critical customer situations decisively, coordinate with department managers to redirect resources as necessary
- Bachelor's Degree other technical disciplines and/or related fields may also be considered
- CCNA, CCNP, certifications desired
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Product Support Job Description
Job Description Example
Our company is growing rapidly and is looking for a product support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for product support
- Provide service requirements to design and development teams for new products
- Respond to situations where first level and second level field service support has failed to isolate or fix problems in malfunctioning equipment or software
- To ensure personal and team safety and promote a 'Safety First' culture
- Provide application and product training for sales people on current offering (direct sales and distributors)
- Coordinate relevant data from the market for the development of new products offering
- Continuous product improvement focusing on MTTR and MTBF
- Organize product field test (location and logistics)
- Gather and report information on competition (performance, pricing, stocking)
- Identify issues and needs of customers and document customer user requirements for future products
- Support PLM team in defining road maps for future product offering
Qualifications for product support
- Knowledge of Communication protocols modem communication
- Knowledge of Server Virtualization, Network Load Balancing, Clustering, Cloud (Microsoft Azure, AWS) based deployments
- Bachelor's or equivalent combination of education and experience in lieu of degree sufficient to successfully perform essential job functions required
- These tools include, but are not limited to electronic measurement equipment, meters and scopes
- Maintain an in depth knowledge of the Iseki range of ride on mowers and Tractors within your area and an appreciation of the remaining turf and vehicle product line offered through the business
- Handle dealer/distributor and customer complaints and where appropriate implement a solution that will resolve the problem
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Product Support Job Description
Job Description Example
Our growing company is looking to fill the role of product support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for product support
- Duplicating and troubleshooting product technical issues faced by clients, working toward a speedy resolution
- Vetting any new requests and tickets coming in to ensure proper execution
- Mentoring, tracking and coaching each team member’s performance and targets ensuring that they meet these targets
- Identifying process improvements and collaborating with peers on resolutions and recommendations
- Leading execution and completion of internal projects
- Take part in the interview process for potential new hires
- Manages the activities of product/service support groups through subordinate supervisors
- Provides quality administration guidance, technical support and training to the Custom Power Solutions team
- The incumbent leads teams to identify, investigate and obtain resolution commitments for all significant field problems to maintain/improve Custom Power Solutions product performance
- Ensures product readiness and supportability
Qualifications for product support
- Provide accurate and detailed information to Engineering, Manufacturing and Quality departments communicating with our third party product suppliers on product field issues that require action to resolve a quality issue
- Work with dealers/distributors within your area to ensure the business and our customers' expectations are being met for after sales support
- Conduct Service Training courses for Dealers, Distributors and Customers
- Being the main dealer/distributor contact for Service matters, be aware of the market for the complete business with respect to dealer/distributor Parts, Training and Warranty issues within your area
- Work in tandem with the Regional Sales Manager for the area you are involved in
- HND/HNC level qualified or equivalent
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Product Support Job Description
Job Description Example
Our company is growing rapidly and is hiring for a product support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for product support
- Supporting customers from a wide range of countries
- Providing product and installation consultancy, remotely or onsite
- Willingness to work beyond working hours when required
- Representing UTAS technically at Operator and aircraft OEM customer conferences and meetings
- Answer Customer’s daily technical queries on products operation and maintenance
- Provides customer on-site technical support/services as required such as
- Responsible for preparation of 1099 and 1042-S information reporting forms for custody, trust, individual retirement and non-resident alien accounts
- Research and respond to inquiries from client service teams, vendors, outside trustees, accountants and clients
- Active in Key projects and initiatives, ensure systems and processes are in compliance with any new regulations
- Liaison with vendors, client service teams and internal and external processing teams
Qualifications for product support
- Mechanical Engineering Apprenticeship
- Good product knowledge, particularly tractors
- Good commercial, inter-personal and telephone skills
- Data Entry and documentation
- Person should have strong experience about handling client support teams
- Excellent understanding of ticketing workflows