Support Product Specialist Resume Samples

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M Miller

Matilde

Miller

449 Giuseppe Knoll

New York

+1 (555) 975 1410

449 Giuseppe Knoll

New York

Phone

p +1 (555) 975 1410

Experience Experience

Boston, MA

Product Support Specialist

Boston, MA

Vandervort and Sons

Boston, MA

Product Support Specialist

Responsibility for managing, controlling, preparing and escalating risk within the scope of the position
Direct communication with external service providers including third-party administrators, external auditors, general partners/directors, etc. as well as with internal teams including Legal, Compliance, Accounting, Product Management, Portfolio Management, Risk and Audit
Ensure completion of daily/monthly position reporting in Hong Kong and Australia via a service provider
Complete and submit fund subscription and redemption documentation to underlying fund managers, coordinating with Legal, Accounting and Product Management
Complete and maintain cash account opening documentation for new fund launches
Oversee registered office and corporate secretary service providers to ensure completion of annual filings and payment of fees in Cayman and Delaware
Assist Product Management teams with their coordination of annual and ad hoc board meetings

Dallas, TX

Customer Support Product Specialist

Dallas, TX

Pollich, Will and Berge

Dallas, TX

Customer Support Product Specialist

Manage scheduled reporting of customer issue trends and insights to product teams and leadership, including analysis and guidance for decision-makers
Works with minimal supervision and exercises judgment independently on daily activities
Provides updates to leadership team on project process and updates on daily work
Independently provide guidance to product owners, marketing teams, and executives regarding how customers will react and how the business will be impacted by the design of a given product or feature
Work with Field Testing team to understand user feedback in order to anticipate customer questions and concerns
Works with global functional teams to support best practices for areas of expertise
Serves as subject matter expert representing the business for projects and works with project team on global integration to ensure best practices

present

Chicago, IL

Technical Support Product Specialist

Chicago, IL

Bashirian-Parker

present

Chicago, IL

Technical Support Product Specialist

present

To perform this job successfully, an individual should have excellent working knowledge of MS Outlook, Word, Excel and Internet Explorer
Assist Marketing with proofreading literature and manuals with regards to accurate technical content
Provide Technical Support for products via telephone, email and chat to Dealers and End-Users for Core Brands control products, primarily Elan Home Systems
Provide Dealers with product and installation updates via phone, email and chat
Participate in the annual major industry events, such as CEDIA at management approval
Participate in the development of Technical Services training programs
Participate in the development of Dealer training programs

Education Education

Bachelor’s Degree in Computer Science

The University of Alabama

Bachelor’s Degree in Computer Science

Skills Skills

Good knowledge of working with Oracle and SQL relational databases management systems. Strong knowledge of SQL scripting
Strong technical skills with the ability to learn new applications quickly
Ability to work assigned schedule on a reliable and predictable basis
Ability to work assigned schedule (2nd shift) on a reliable and predictable basis
Strong computer skills and ability to learn new programs quickly
Strong analytical and problem solving skills, ability to quickly and correctly assess the impact, complexity and urgency of customer requests
Strong attention to detail with focus on quality of work
Become highly knowledgeable in the specifications, capabilities and operation of Garmin products
Ability to gain a basic knowledge of all clients products with in the business area
Ability to focus on quality and accuracy of work product; outstanding attention to detail

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Product Support Specialist Resume Examples & Samples

Associate’s degree is preferred with two or more years’ experience in golf or computer technology
Analytical and problem solving skills essential
Well organized with attention to detail
Teamwork and interpersonal skills are vital
Patience for all types of technology users is required

Product Support Specialist Resume Examples & Samples

Responsibility for ensuring that you are fully aware of and adhere to internal policies that relate to you, your business or other businesses for which you have any level of responsibility. It is your responsibility to ensure compliance with operational risk requirements
Responsibility for managing, controlling, preparing and escalating risk within the scope of the position
Responsibility for reading, understanding and complying with the Company's Conduct and Standards and corresponding regulations. You will be notified of changes to policies in a timely manner through announcements and/or intranet updates
Act with integrity and due skill, care and diligence in carrying out your duties. Your actions should always be able to satisfy high standards of scrutiny
Observe proper standards of market conduct. Responsibility to ensure that you take reasonable steps to be fully aware of, understand and comply with all regulatory requirements from all regulatory bodies that are applicable to your business

Product Support Specialist Resume Examples & Samples

Direct communication with external service providers including third-party administrators, external auditors, general partners/directors, etc. as well as with internal teams including Legal, Compliance, Accounting, Product Management, Portfolio Management, Risk and Audit
Complete and submit fund subscription and redemption documentation to underlying fund managers, coordinating with Legal, Accounting and Product Management
Oversee registered office and corporate secretary service providers to ensure completion of annual filings and payment of fees in Cayman and Delaware
Assist Product Management teams with their review/approval of investor transfer requests and liaise with Legal and General Partner/Director as needed
Compile fund information from providers for completion of quarterly and annual regulatory reporting
Requirements for the registered investment advisor, such as Form ADV, Form PF, NFA CPO/CTA, MAS, and AIFMD
Cross train with team members on maker/checker roles for trade instructions, compliance reporting and
Regulatory filing requirements across all product offerings
Undergraduate degree in Business Administration, Accounting or Finance
Ability to handle multiple tasks effectively
Ability to work within tight deadlines

Product Support Specialist Resume Examples & Samples

Ability to manage and prioritize workload to meet established service level agreements for all business segments using various systems resources, and technical knowledge
Act as liaison between ADP, regions, banks, and clients through strong verbal and written communication skills
Prepare written correspondence and spreadsheets
Possess effective problem solving analysis and resolution skills
Appropriately escalate issues to ensure timeframes and deliverables are met
Prioritize critical issues and have the ability to identify and analyze potential system problems that may impact service quality and financial risk
Facilitate action plans with inter-department and region associates in a positive and supportive manner to resolve issues
Strong ability to work under pressure of time constraints
Provide training and technical support as needed
Maintain an effective and cohesive working relationship with peers and management
Retain current knowledge of all products and risk policies
Assist with special projects as needed
Prior client service, banking, risk management, or financial transaction processing experience is required
College level education preferred

Product Support Specialist Resume Examples & Samples

Telephone Support
Return Email Support
Log all issues in CRM package to manage work flow and for future knowledge base reference
Collaborate with teammates, requesting help or offering help to others in team environment
Escalate issues to next level support when appropriate
Report bugs by investigating reported issues and documenting defects to bug tracking software
Utilize experiential learning to increase knowledge of both the industry and technology
Show initiative by making product suggestion or noting improvements in internal processes
Associate’s degree is preferred with two or more years of experience in golf or computer technology

Product Support Specialist Resume Examples & Samples

Meet established service delivery guidelines such as customer satisfaction, phone based activities, and schedule adherence
Facilitate resolution of complex technical issues in all areas of assigned products by collecting the necessary data or recreating in house
Provide suggestions for alternate support options for customer issues that are not related to the supported products
Act as a point of contact for customers during support incident, keeping them updated on the status of reported problems
Report software defects and customer suggestions to appropriate responsible groups
Share knowledge through the contribution of articles to the knowledgebase
Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed
Perform other duties and projects as assigned
Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function
Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed
Participate in problem solving usually pertinent to project deliverables and requiring the analysis of several factors. Solutions are determined within broadly defined methods and techniques and may require the application of specific professional/technical knowledge to develop solutions
Help promote an effective team environment
Effectively interact with peers both inside and outside project/functional area to accomplish goals and achieve cooperation
Familiarity with one or more current enterprise operating systems is a must: Unix, Linux, HPUX, Solaris, AIX
Experience with current enterprise database product and technology is a must. (MSSQL/Oracle)
Experience in the use and configuration of Web HTTP and application servers
An understanding of programming logic is an asset
Previous document management experience is an asset
An understanding of networking and network security is an asset
Strong communication skills - written, oral, and technical
High level of patience and composure
1 plus years of similar or relevant experience, degree or diploma
Experience in a Customer Service role is an asset
Customer Orientation
Accountability
Technical Mastery
Commitment
Innovation

Product Support Specialist Resume Examples & Samples

Understanding of VoIP conferencing and associated technologies
Related Bachelor's Degree or equivalent
4 to 6 years customer support experience
VoIP support experience (Audio codecs, Broadsoft, Asterisk server knowledge desired)
Knowledge of SIP, H.323, and IP protocols and ability to analyze sniffer traces
Candidates should have experience installing, managing, deploying, configuring, and maintaining Lync 2010/2013 Server, Office Communications Server 2007 R2, and related technologies. In addition, candidates should have experience using and configuring Active Directory and network infrastructure components that support the deployment and ongoing management of Lync Server 2010/2013 or Office Communications Server 2007 versions. MCITP certification preferred
A working knowledge of VoIP testing tools such as SIP or similar preferred
Must be highly organized and detail-oriented
Must have the ability to work under pressure.

Product Support Specialist Resume Examples & Samples

Proven ability to employ critical thinking and logic to analyze and troubleshoot problems to their root cause
Excellent customer service and communications skills (verbal and written)
Possession of the skills required for working in a team environment
Strong understanding of the fundamental operations of a modern IP based network running Video Conferencing (TCP/IP, routing, switching, firewalls, H.323, SIP, VoIP)
Basic understanding of ISDN networking and H.320
Strong understanding of the Microsoft suite including but not limited to Client/Server OS, AD (LDAP), SQL, OCS/Lync, and Exchange
Possession of the following certifications is a strong plus
CCNA (Cisco Certified Network Associate)
Microsoft certificates related to the technologies listed above
WCNA (Wireshark Certified Network Analyst)
VCP (VMWare Certified Professional)
Five or more years of customer support experience in a technical support environment is a strong plus
Bachelor’s Degree or equivalent experience is a plus
Ability to communicate in spoken and written Spanish or Portuguese is a plus

Product Support Specialist Resume Examples & Samples

Understand technical issues raised by customer
Configure, trouble shoot and resolve complex issues for the customers
Use labs environments to re-create complex customer problems
Use remote trouble shooting session in resolving the customer issues
Analyze complex logs to troubleshoot customer issues and then provide the effective resolutions
Document troubleshooting and problem resolution steps
Provide training to customers when required
Offer an expert level support in Voice and Video technologies
Take overall ownership of technical issues, and working with different teams resolve more advanced issues when necessary
Assist in program reviews/providing feedbacks to partners, customers and engineering leadership
Build/Maintain relationships with key external and internal stake holders
Share the best practices/lessons learned with rest of the teams
Good understanding and experience in Voice and Video technologies
Excellent understanding for various voice and video protocols like Sip ,H232 ,MGCP etc
Prior experience in capturing the sniffer traces and identifying the issue from the logs and sniffer results
Good understating for Various Microsoft produces (Exchange ,LDAP ,AD,Link ,OCS etc) and IBM products link sametime
Ability/prior experience to analyze complex logs
Proven track record in Voice ,Video and Networking with remote trouble shooting experience
Self-learner who is enthusiastic in continuous learning and good team player

Product Support Specialist Resume Examples & Samples

Report any and all out-of-line conditions affecting customer satisfaction
Develop and maintain department and company image and philosophy to the public
Become highly knowledgeable in the specifications, capabilities and operation of Garmin products
Answer customer technical inquiries regarding Garmin products via telephone, letters, fax and electronic mailMonitor, document and report failure trends in Garmin equipment
Identify and recommend improvements in Garmin products, documentation and procedures
Must be team-oriented, possess a positive attitude and work well with others
Must possess a demonstrated ability to grasp new concepts quickly

Product Support Specialist Resume Examples & Samples

Become a product expert in all parts of Convertro's offering
Act as the technical lead for the Product Support team, teaching and training other agents on newly acquired skills and processes
Manage and triage inbound support tickets regarding product usage and performance, data consistency, and account management
Work with and support the Account Management, Advanced Analytics, and Implementation teams on data review and QA, as well as bug resolution
Have a full understanding of when to escalate an issue, and which parties are appropriate to involve
Document and automate processes whenever possible to ensure that we can quickly solve issues if they come up again
Advanced proficiency in Excel and data analysis
Minimum 1 year of experience in a fast-paced internet technology and/or start-up environment
Demonstrated curiosity and willingness to learn new technical skills at previous positions
Solid understanding of internet tracking and digital marketing technology
Analytical experience using Convertro, Google Analytics, SiteCatalyst, or other marketing analytics tools
Experience troubleshooting digital marketing tracking implementations
SQL knowledge is a plus, but at the least, you must be willing to learn
Experience functioning as a link between technical and business teams
Experience working with Linux

Product Support Specialist Resume Examples & Samples

Support 30+ Ticketmaster software applications and services, including: Archtics, AccessManager, AccountManager, eEntry, Event Management Tool, Host, Kiosk, PCI, Permissioning, TMMessenger, TM360, WPS, etc
Support a variety of issues from clients (i.e. venues/concert halls) & internal TM staff
Work within a Help Desk environment engaging daily with a virtual team of approx. 40 people
Remain logged in to phone software, averaging 10-20 calls per day
Record all support interactions in Salesforce (case tracking system) and log 25+hrs of support time each week
Contribute to Knowledge Base in order to facilitate customer self-service
Participate in training to develop and maintain knowledge
Open 7 days a week, 365 so weekend and holiday shifts are a part of this role
Previous experience in a technical support role / helpdesk environment or Box Office / Ticketing experience with some technical expertise
Self starter attitude and ability to stay productive without supervision
Ticketmaster proprietary software knowledge preferred over Microsoft knowledge
Understanding of SQL and HTML desired
Work under pressure to meet targets and deadlines
Excellent time management and organizational skills and the ability to react to changes requiring re-prioritization of workload
Communicate effectively at all levels of the organization over the telephone and face to face
Handle difficult clients in a positive and confident manner

Product Support Specialist Resume Examples & Samples

Consulting on existing and potential customer asset management services with focus on the fleet management value stream and specific customer issues
Creating and promoting programs that increase sales while maximizing price realization and profit margins
Supporting rollout of new and continuing to develop required proficiency level in the specified foundation competencies and skills
Understand and keep current on customer/dealer market and needs and understand how and why decisions are made within their work group and organization
Responsible for applying those decisions to support and develop product sales, dealer effectiveness, overall segment growth, NPI process, process improvement and warranty policy
Incumbents may provide direction to less experienced personnel
Stay abreast of industry and technology changes and relate those changes to Caterpillar, dealer and customer needs
Bachelor degree in Marine Engineering, Maritime Studies or equivalent with at least 7 years prior experience in field assignments
Demonstrated the ability to work independently and to communicate effectively with others in the work group, dealer personnel and customers
Excellent interpersonal and communication skills are required in order to deal with sensitive issues, multicultural and multi-technical audiences, and persuade others inside and outside the department to take specific actions
Incumbents will have demonstrated the ability to work on increasingly more complex assignments and provide direction to lower level reps on project assignments highly desirable that the candidate also has marine specific training and/or field experience, have project management experience, and react in all situations with a sense of professionalism and urgency
It is highly desirable that the candidate also has marine specific training and/or field experience, have project management experience, and react in all situations with a sense of professionalism and urgency

Product Support Specialist Resume Examples & Samples

Manage backend operations for the execution of sales deliverables
Grow key sales initiatives and partnerships
Manage cross-channel marketing efforts
Develop/improve Stay & Play product
Identify and implement best practices for processes
Manage reporting and analytics
Create report templates for the sales team
Manage SalesForce data
Integrate DFP, Omniture and Mircrostrategy reporting with SalesForce
Aid sales team with custom reporting and presentations
Computer/internet expertise required
3+ years of relevant work experience
Sales development and/or marketing experience a plus
Effective project management skills a strong plus
Ability to execute a number of parallel tasks and work with cross-functional teams on a day-to-day basis required
Golf Knowledge a plus

Product Support Specialist Resume Examples & Samples

Investigate, triage and resolve issues with the ads products
Identify confusion from bugs, identify solutions and advise the Sales team/advertisers to accomplish the advertisers' desired outcome
Partner with Forensics, Product, Marketing, Engineering and training teams to drive up product quality and understanding of product usage
Communicate known issues to the Sales team and their customers
Lead analysts in complex investigations to improve user and advertiser experience on the platform
Inform, influence, and execute new strategies and tactics using sound analysis and impact metrics to support your positions
Lead data projects, define KPI's, spec data product requirements, work with engineering to ensure a successful implementation, analyze and provide actionable insights
Apply your expertise in quantitative analysis, data mining, and data visualization to tell the story behind the numbers and understand advertiser sentiment better
Develop and lead end-to-end project plans and ensure on-time delivery of critical Integrity initiatives
Coach and mentor junior members on the team to drive impactful results

Product Support Specialist Resume Examples & Samples

Develop and maintain technical documentation for Shotgun products
Create visuals in your favorite image editing software
Create visual media including videos and presentations
Gain in-depth knowledge of Shotgun products
Extract details from technical meetings, product, engineering and design specifications, and hands-on testing of the products
Foster teamwork and collaboration across work group and with other areas of Shotgun and Autodesk
Analyze support ticket trends to create or adapt appropriate learning materials to enhance ease of use
Create new feature documentation for the Product Team
Improve video offering by leveraging the resources of the Street Team
Keep up with industry trends that enhance documentation effectiveness and ease-of-use
Foster the User Community through social engagement
Identify ways of improving documentation usability by gathering customer feedback

Product Support Specialist Resume Examples & Samples

Bachelor’s degree in Computer Science, Business Information Technology, a technical marketing degree, or related field
Minimum 1 year applied experience in web technologies such as HTTP, HTML/JavaScript, Flash/AS3, XML
Experience using a ticketing system like JIRA, Salesforce.com, Zendesk, Bugzilla, etc
Very strong communication skills and the ability to speak and write professionally to clients
Prioritize work in alignment with the needs of internal and external customers; adapt to shifting priorities
Ability to adapt communication content and delivery to audience
Demonstrate good judgment in routine, day-to-day decisions
Proactively inform team members about developments that may be relevant to the team
Work effectively with others who have different perspectives, backgrounds, and/or styles
Earn trust and credibility by executing against team goals; help others achieve their goals

Product Support Specialist Resume Examples & Samples

Work as part of a product support team, supporting 30+ Ticketmaster software applications, including: Archtics, AccessManager, AccountManager, eEntry, Event Management Tool, Host, Kiosk, PCI, Permissioning, TMMessenger, TM360, WPS, etc
Remain logged in to Genesys phone application, averaging 15-20 calls per day
Log all support time in Salesforce (case tracking system) averaging 25+ hours per week minimum
Contribute to Salesforce Knowledge Base in order to facilitate customer self-service
Work weekends/holidays on a rotating basis
Previous experience in a technical support role or helpdesk environment
Understanding of ITIL, ITIL certification or Help Desk certification a plus
SQL knowledge and relational database understanding desired

Product Support Specialist Resume Examples & Samples

At least 5 years extensive experience in service, service engineering and product support related positions
Must have strong mechanical aptitude and product knowledge and good engineering background
Requires effective communication skills, ability to organize work and persuasiveness
Should be very familiar with all product and product support system, and be good at data analysis
Good written and spoken English capability

Product Support Specialist Resume Examples & Samples

Able to work in a team and autonomously
1+ year(s) experience working with SQL, writing queries and stored procedures
Willingness to continue learning
Experience communicating with clients or customers under stressful and everyday occurrences
Knowledge of application source control
Strong ability to communicate professionally and articulate solutions
Overtime become the support first responder for incoming email issues
Respond to client issues in a timely manner
Clearly communicate technical issues to clients over phone or email and help them sort it out
Assist team with supporting clients during our application implementation phase and after implementation
Research and answer client questions related to the product
Source code building
Keeping track of client releases
Build relationships with clients
In charge of installation of application (after training)

Product Support Specialist Resume Examples & Samples

Become a product expert in all parts of Convertro's offerings and stay abreast of new features, trends, and tools
Manage and triage inbound support tickets regarding product usage, performance, data consistency, and account management
Support the Client Services, Advanced Analytics, and Implementation teams on data review, Quality Assurance, and bug resolution
Document and automate processes whenever possible to ensure that future issues can be solved quickly. Facilitate training and cross-learning of both clients and team members
Serve as a second tier technical expert focusing on those technical issues that require a more detailed diagnosis or further escalation
Lead complex investigations involving tag implementation, data tracking/processing, data analysis and discrepancies
Troubleshoot client-side web environments written in HTML, JavaScript and or AJAX
Prioritize work in alignment with the needs of internal and external customers while adapting to shifting priorities
Ability to adapt communication content and delivery to a specific audience while demonstrating good judgment in routine, day-to-day decisions
Minimum 1 year applied experience in web technologies such as HTTP, HTML, JavaScript, Flash, AS3, or XML
Minimum one year of experience in a fast-paced internet technology and/or start-up environment
Solid understanding of internet tracking and/or digital marketing or advertising technologies

Product Support Specialist Resume Examples & Samples

Technical assistance for premium customers
Establishes and maintains working relationships with customer, includes on-site visits, regular staff meetings, support in definition and management of expectations and goals
Occasionally onsite support to help with installations, migrations, and other issues
Priority handling for escalated critical issues
Serves as customer single point of contact for high severity issues; plays a technical problem resolution role in high profile or complex situations
Regular status reports to keep Customers informed and firmly in control of next steps and future actions
Ability to anticipate customer needs, resolve technical issues, develop proposed solutions, and build consensus amongst customers and internal business units
Ability to support several projects and technical requests at a time, setting the right priorities
Excellent communication and presentation skills - comfort in front of large audiences
Strong teamwork / relationship management skills, initiative
Demonstrated ability to build and maintain strong relationships with Enterprise customers

Product Support Specialist Resume Examples & Samples

Receive and answer customer inquires and requests regarding products, orders, pricing and other services offered
Provide operational support for Garmin’s consumer electronic products
Work with customers to determine which products, accessories and plan of action best serves their individual needs
Answer customer technical inquiries regarding Garmin products via telephone, letters, fax and electronic mail
Accept and complete projects and other miscellaneous Marketing Administration duties as assigned
Act as liaison between customers and members of other departments within Garmin
Must possess a High School Diploma or GED
Must possess a minimum of 1 year demonstrated experience performing a customer service role substantially similar to the essential functions of this job description
Must possess personal or professional demonstrated technical aptitude enabling effective performance of the essential functions of this job description
Experience working with and/or using consumer electronics
Conversational Spanish and/or French-speaking abilities

Product Support Specialist Resume Examples & Samples

Receive and efficiently answer basic customer inbound phone calls and email inquiries and requests regarding products, orders, pricing and other services offered by Garmin
Efficiently answers customer technical inquiries regarding Garmin products and troubleshooting via telephone, letters, fax and electronic mail
Reconciles intermediate problems and determine and communicate root cause
Thoroughly documents work in an organized and timely manner
Works collaboratively and professionally in a team environment with other Garmin associates to achieve goals including seeking out opportunities to assist team members, sharing ideas and information freely and positively
Become familiar and comply with policies and guidelines including performance metrics
Accepts and acts on constructive criticism
Identifies and resolves defects of basic scope
Understands Garmin’s Mission Statement, Vision, Values and Quality Policy and enthusiastically exhibits a desire to see Garmin succeed
Fluent in English and Spanish language
A minimum of 1 year demonstrated experience performing a customer service role
Personal or professional demonstrated technical aptitude
Ability to acquire product knowledge required to perform essential functions of this role
Demonstrated basic verbal, written, and interpersonal communication skills
Excellent time management and follow-up skills
Ability to work assigned schedule (2nd shift) on a reliable and predictable basis

Product Support Specialist Resume Examples & Samples

Coordinate weekly rate setting process and production of market rate survey
Produce weekly and monthly reports for product line
Provide question and problem resolution support for all product offerings across team
Participate in development of new products and or offers
Create and maintain all required product disclosures and related procedures
Support key vendor relationships
Work with Marketing to support promotional product offers
Monitor cost center budget and process all invoices for team
2-4 years of related work experience. Some retail banking experience is preferred
Comfortable in a dynamic and fast paced environment
Self-motivated and able to identify what needs to be done and how to most efficiently accomplish it
Solid organization skills
Ability to collaborate with cross functional teams
Proficient with Microsoft Office including Outlook, Word, Excel, and Powerpoint

Product Support Specialist Resume Examples & Samples

Become the main office based contact, source of information and assistance for the real estate product range for Invesco’s sales and marketing teams
Assist in the management of relationships with external and internal “clients” through day to day contact and anticipating their needs
Work actively with the PR and Marketing team to support the development of IRE’s business
Support Client Portfolio Managers, Portfolio Managers and sales teams in dealing with clients, prospects and consultants requests for information
...work with the real estate marketing team to develop material and information for marketing road shows conferences and events
Support the launch of new products and strategies
Liaise with Invesco real estate’s global product management team to ensure global consistency and co-ordination of client activities
Maintain client/prospect and competitor information
Take responsibility for new client “on-boarding” by issuing Offering Memoranda, leading KYC (Know Your Client) process and AML (Anti money Laundering) review
The job holder will have experience of working with clients, sales and marketing teams in the provision of sourcing of client reports and investment information
It is essential that the job holder has strong writing, proofreading and editing skills. Ideally, a sound working knowledge of the investment management and/or the real estate business
Highly proficient in MS Word, PowerPoint, Outlook, Excel
Able to prioritise tasks and manage time effectively to complete tasks within required deadlines
High personal motivation and able to work independently
Good interpersonal and communications skills
Languages useful but not a requirement

Product Support Specialist Resume Examples & Samples

Document interactions with customers; provide answers by identifying problems; researching answers; guiding customers through corrective steps
Work with colleagues to troubleshoot problems in software, hardware, networks and systems; write up technical documentation that can be passed onto developers to repair defects and deliver enhancements
Work with customers to improve software system performance by identifying problems and recommending changes
Develop and participate in customer training programs
Update your own job knowledge by participating in educational opportunities and maintaining personal networks

Product Support Specialist Resume Examples & Samples

This role has no direct reports
Working knowledge of Microsoft Operating Systems
Basic network configuration and troubleshooting experience
Previous software support/training experience
Basic knowledge of database driven applications and exposure to database tools such as SQL
Prior experience with thin networks (Terminal Services, Citrix, etc.)
Prior experience in project management
Knowledge of media buying and selling process

Product Support Specialist Resume Examples & Samples

O o CCNA (Cisco Certified Network Associate)
O o Microsoft certificates related to the technologies listed above
O o WCNA (Wireshark Certified Network Analyst)
O o VCP (VMWare Certified Professional)

Product Support Specialist Resume Examples & Samples

Provide telephone and email Support
Proven analytical and problem solving skills essential
Intermediate Microsoft office and Excel skill level
Associate’s degree is preferred
Golf knowledge
Remote troubleshooting experience

Product Support Specialist Resume Examples & Samples

Support a large community of users — both passive viewers and active subtitle contributors — by serving as the initial point of contact for inbound requests to the Viki Help Center
Identify, analyze and report on trends based on incoming bug reports and general inquiries
Relay and prioritize bug reports and feature requests to Product and Engineering teams
Publish and maintain FAQs in the Help Center in multiple languages
0-2 years experience
Native level written and spoken English; native level French is a plus
Excellent written communications skills
You love helping people
Great work ethic and ability to multi-task efficiently and independently
Desire to work with a team
A love for online communities and social websites
You love finding new and creative way to solving problems and puzzles
Experience in customer service a plus

Product Support Specialist Resume Examples & Samples

Provide technical support for Accuity products, installed behind our clients’ firewalls, across the entire client portfol
Interact with technical team members of the client staff
Liaise with Accuity Software Engineering and Professional Services team members while trouble shooting complex, escalated client issues
Provide post-sales support for clients and prospects to help support the sales operation
Use appropriate software tools to diagnose proper resolution of customer questions and problems
Manage and develop procedures to ensure quality support for all Accuity products
Experience with relational database management tools (MS Access, SQL Server, Oracle, etc.)
Experience of working with Apache Tomcat hosted Java applications
Experience working with and understanding of web services
Experience working directly with clients in a support capacity
Experience and understanding of incident tracking and case logging, preferably Salesforce.com
Strong detailed oriented and problem solving skills
Strong proficiency in MS Office
Strong client focused approach to work
Proven ability to work independently
Ability to meet deadlines while working under pressure
Bachelor’s degree in a technical field (i.e. CS, MIS) or proven experience in a technical product support role
Experience with Microsoft batch file scripting
Basic experience with programming (VB, C++, C#, Java, Python, etc.)
Process improvement / refinement experience
Experience in financial services

Product Support Specialist Resume Examples & Samples

Provides daily advanced technical support and product expertise on NHP Assessment Solution products and services to faculty, students, authors, and internal employees
Conducts research and testing to determine proper escalation or suggested resolution
Adhere to identified processes to respond to issues from email, phone, and web
Ensures timely follow-up and adherence to quality and consistency of response to ensure a positive customer experience
Demonstrated ability to perform technical and administrative duties in back-up of team members

Product Support Specialist Resume Examples & Samples

Solve production challenges on a daily basis through support tickets, email, and calls
Manage relationships with clients - weekly and/or monthly meetings (onsite and virtual) to discuss their needs and our progress and goals
Amaze clients and potential clients with exceptional personal attention and detailed follow-through
Support the growth of the client base by providing onsite and remote training, site tuning, and sales demos
Work with the entire Street Team to promote Client Health and Happiness on a daily basis - onsite and using GoTo Meeting, HipChat, Email, Wiki, Phone - whatever you need to get the job done
Balance your time, proactively engaging Clients and reactively responding to issues as they arise
Client Advocate providing input on Product Development – both at the sprint-level and the larger Roadmap-level
Track issues and make recommendations to improve internal workflows
Educate and train clients on the latest features to maximize their investment
Experience with databases, programming languages
Exposure to multiple workflows (VFX/Animation/Episodic/Commercial/Games)
Exposure to the Shotgun Python API
Involvement in Industry Groups/Events (Siggraph, VES, etc.)

Product Support Specialist Resume Examples & Samples

Provide front-line support for professional property managers on our hospitality management tools/modules
Develop and maintain expert knowledge on Glad to Have You product(s)
Educate users in all functions and features of our product line
Help analyze and identify issue severity levels and follow appropriate escalation procedures
Meet agreed upon and expected service levels for case completion
Log customer interactions and requests in SalesForce
Be the customer’s primary point of contact through resolution, and delight the customer throughout that process
Advocate for the customer(s)
Prioritize tasks and maintain the ability to work independently
Collaborate with peers to complete team projects in a timely fashion
2+ years of technical support experience, SaaS software preferred
Proficiency in Microsoft Windows OS
Proficiency in Google Drive, Microsoft Excel/Google Spreadsheet, Microsoft Outlook/O365, and Powerpoint
Experience with SalesForce (CRM) is a plus
Experience with Atlassian products is a plus. (JIRA & Confluence)
Experience troubleshooting software integrations and API issues is a plus
Experience with browser technologies including a thorough understanding of cookies, security controls, extensions and add-ons for Google Chrome
Able to understand, modify, and troubleshoot customer data configurations and spreadsheets
Ability to prioritize and meet scheduled deadlines
Basic understanding of HTML, XML and JSON are a plus
Familiarity with the vacation rental industry is a plus
Knowledge of smartphone applications is a plus

Product Support Specialist Resume Examples & Samples

Work on complex problems where analysis of situations or data requires a review of identifiable factors
Work within the defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results
Work on projects defined by management and will lead teams of Product Support Associates and Product Support Representatives related to times needed for the execution of the project
Provide regular customized onsite/remote software upgrades
Participate in group projects related to company processes
Prepare and deliver internal training classes as part of Elekta University and our continuing education
Possess expert knowledge of company products and service policies and procedures
Effectively communicate to clinical professionals (oral and written) in trouble shooting Oncology Information Systems (OIS)
Bachelor’s degree and/or 2-5 years of relevant experience (majors in Computer Science and IT preferred)
Technical skills in the area of PC/Network Computing. Experience with Citrix, Virtualization, Windows administration, MS-SQL, and network administration required;Ability to effectively interact with customers and co-workers
Knowledge of healthcare information systems, clinical background, or previous software training / support experience strongly desired
One or more technology certifications in Cisco Certified Network Professional (CCNP), Cisco Certified Internetwork Expert(CCIE), Certified Wireless Network Administrator(CWNA), Cisco Certified Network Associate (CCNA), Microsoft Technology Associate (MTA), Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Professional (MCP) is a plus
Knowledge of additional languages (especially French and Spanish,) is a plus

Product Support Specialist Resume Examples & Samples

BA/BS degree with 2+ years professional experience (quantitative disciplines such as math, statistics, computer science, information systems)
Ability to source and skillfully manipulate both internal and external data sets
Highly motivated and hard-working with ability to think clearly under pressure, both individually and in team environment
Strategic thinker with strong analytical and creative problem-solving skills
Demonstrated ability to develop and present business cases
Ability to rapidly assess, analyze and resolve complicated issues, and distill that complexity into simple and concise communication
Strong analytical skills, with experience solving ambiguous problems using data and providing practical business insights
Strong understanding of statistical analysis or SQL or Excel skills

Product Support Specialist Resume Examples & Samples

40% Provide support and services to Customers, Sales and Service teams
30% Work closely with Customers to train, setup and configure software solutions
20% Testing and documentation
10% Demos and Trade Shows

Product Support Specialist Resume Examples & Samples

Lead for the resolution of technical cases and technical guidance of customers (remote real-time support) as well as ABB's regional service centers and/or local engineers
Participation in ensuring 24/7 availability of expert support
Leading resolution teams and handling the customer communication for cases with a wider range, where different domain experts (i.e. System experts, R&D etc.) build a resolution team depending on the complexity of the issue
Assessment and approval of warranty inquiries
Expert training to ABB's global service network (abroad and locally)
Bidirectional know how transfer from factory to global service network and vice versa (e.g. newsletters, frequently asked questions etc.)
Technical assistance of sales and product management for product roadmaps and the innovation process for potential new service solutions or modernization products

Product Support Specialist Resume Examples & Samples

Identify and resolve technical issues by providing training, phone support and on-site technical support
Manage product performance and customer satisfaction in assigned area
Conduct random equipment audits to ensure that the equipment is being properly maintained
Implement or recommend actions to improve equipment performance, as needed
Make recommendations and implement solutions to improve the technical proficiency of the workforce
Assist or accompany Technicians on field service calls in high-priority/emergency situations, when problems cannot be otherwise resolved and/or when the situation has been escalated
Run/analyze reports and take necessary corrective action to manage repeat calls and reduce units
Communicate product design problems experienced in the team territory through identified processes
Provide input and direction regarding an associate’s technical qualifications during the hiring process, as well as, COMPASS/PIP documentation
Provide LBA input on parts stocking levels for Technicians and bins
Implement and maintain key processes within your area of responsibility
Bachelor’s Degree in Computer Science, Electronics or at least 5 years of field experience in ATM’s or similar equipment
Demonstrate and possess a good understanding and working knowledge of Diebold manufactured/service equipment
Must be highly motivated with strong business acumen, management and communication skills
Exceptional interpersonal skills and ability to deal with sensitive and difficult situations
Must be able to function in a team environment

Product Support Specialist Resume Examples & Samples

Responsible for the successful technical analysis and resolution of client reported incidents related to application, integration and product features problems
As part of the support team, perform technical troubleshooting, and data analysis to determine root causes of application, integration and product features problems. Define and implement problem resolution(s)
Work directly with client’s support to conduct analysis of technical configurations, integrations and technical installations for client systems, in order to perform in-depth technical troubleshooting, and recommend appropriate work-arounds and solutions. Includes analyzing and documenting requirements and rules and updating with enhancements or changes made
Appropriately engage or escalate technically complex or strategic issues to Level III support
Document all internal and external correspondence related to the ticket and incident resolution
Develop and maintain proficiency in the company's application solutions, solution methodologies, and core technologies
Rotating weekly on call after hours support
Performs other duties as assigned by supervisor
Bachelor's degree preferred in computer related field
2+ years of professional experience; EMR or HIT experience preferred
3+ years of work experience in customer facing technology product support
Ability to execute technical and non-technical tasks
Typing proficiency of 40 – 60 WPM
A + certification or MSCE certification
Experience with installing and securing PHP and ASP files
Experience with Sales Force Service Cloud a plus

Product Support Specialist Resume Examples & Samples

Utilize his/her technical ability to prioritize issues and respond appropriately to multiple critical situations
Research application questions by setting up scenarios and testing the application
Analyzing customer configurations and thinking “out of the box” to resolve and/or find a work around
Provide technical expertise to conduct specific performance or functional tests associated with resolving performance issues regarding Kronos applications
Develop a solid base of general product knowledge
Good Java skills is required
Good knowledge of working with client/server and/or Web Based technologies
Good knowledge of working with Oracle and SQL relational databases management systems. Strong knowledge of SQL scripting
Knowledge in Crystal Reports or similar reporting package is preferred
Excellent technical understanding of Operating Systems, networking technologies, software applications and communication protocols
Workflow development experience is a plus
Microsoft Certified System Engineering certificate a plus
Excellent oral and written communication skills in English/Chinese

Product Support Specialist Resume Examples & Samples

Strong interaction with other departments and teams in troubleshooting major issues
Assisting in the training and mentoring of 1st level Support technicians."
3) Excellent analytical thinking and problem solving skills
4) Strong Communication Skills with customers, Partners in Japanese
5) Strong Communication Skills with internal support members in English (read/write, and hopefully oral communication.)
6) Advanced Knowledge of web servers, HTML, and Java
1) Experience with installation, customizing, operating, and troubleshooting (Windows, Linux, Java, Database, Web )
2) Previous experience in document management, workflow and text search and retrieval package application

Product Support Specialist Resume Examples & Samples

To support our client base in EMEA resolving client issues. Working with Development and other stakeholders to ensure a suitable solution is delivered to the client. The will involve replication, testing of fixes and understanding of Treasury and specifically Risk
Preferably with a Finance/Accounting degree. Database knowledge would be added advantage
Sound understanding of: Financial Instruments (e.g. : Swaps, Bonds, Money market instruments, Options), Cash Flows, Mark to Market, various rates – FX, Volatility, Treasury, OTC market, Forwards, Futures, etc
To have basic knowledge on database(oracle or sql server), eg, DML and DDL commands, JOINS, how to retrieve data, drop, truncate, primary/foreign key, unique/integrity constraints

Product Support Specialist Resume Examples & Samples

1st line response to telephone inquiries associated with Maritime Camera products, either responding direct to inquiries by using FAQs or knowledge base or escalating them to team members for further detailed response
Assisting customers via Telephone, web and email supporting team colleagues whilst in the office
Provide customers with call back and or follow up actions to ensure satisfactory resolution within department KPIs
To develop and publish FAQs and knowledge base to enhance customer self diagnosis
To support customers remotely via web team viewer sessions, to diagnose source of issues onboard
To supervise and engage appropriate local resources to remove and replace maritime cameras, co-coordinating replacement products and spares as necessary
Undertake in-field service visits as required within stated territories
To support administration of returns and repairs whilst in the office
To report and follow up in-field issues with Maritime camera products, initiating appropriate responses and follow up actions
Other duties as assigned

Product Support Specialist Resume Examples & Samples

Provide technical support to ADP customers by answering telephone calls, responding to Support cases through email or through the Support system tools in line with service level agreements and departmental metrics, which includes, resolution time with a focus on high quality, accuracy and customer satisfaction
Document all activities and communication with customers and/or other Support tiers and update cases in order to track progress with each open incident
Analyze and clarify customer queries through troubleshooting and researching
Review cases for technical complexity and make recommendations to team members with regards escalation according to departmental best practice
Meet / exceed departmental goals on case management, phone and email response time and customer satisfaction scores
Use and create knowledgebase articles in line with ADP best practice based on new product information, support incidents and/or common / critical issues
Adhere to ADP's best practices for Support Services
Active participation in team and departmental meetings by providing feedback on day to day activities and suggest recommendations for improvement
At all times maintain a high degree of professionalism
Ensure complete transparency within the team when picking or assigning Support Cases
Contribute constantly to teams improvement
Work in Shifts
Any bachelor's degree with 2 to 4 years of work experience in International Customer Support
Excellent communication skills with neutral accent and clear enunciation. Should have excellent written skills as well
Solid analytical and research skills with capability to solve problems within time limits
Ability to work as an individual and within a team
Quick adaptability with openness to learn and develop on own
Domain knowledge and experience in supporting HCM or Payroll systems is an advantage
Working Knowledge of hardware, networking and operating systems
Experience in using the following tools CRM tools
Basic understanding of SQL

Product Support Specialist Resume Examples & Samples

Excellent written and verbal skills in English
Fast typing capability
Advanced troubleshooting and problem determination skills
Good knowledge of email services including SMTP, POP, IMAP, and MS Exchange
Working familiarity and knowledge on common Internet protocols and technologies such as TCP/IP, DNS, FTP, SSL etc
Positive, customer-focused attitude
Good networking knowledge and a practical understanding of how networks communicate
2-4 years’ experience in technical support or a similar technical role
Demonstrate knowledge in a wide variety of email-related tools, such as browsers, email clients and operating systems

Product Support Specialist Resume Examples & Samples

Primary contact for MediaOS day-to-day end user support with an in-depth knowledge of the MediaOS products and end user functionality
Troubleshoot and resolve MediaOS end user issues related to functionality, while maintaining Service Level Agreements (SLAs) for end user support; escalating to the appropriate team if needed (e.g. to Product team, Training, etc.)
Responsible for MediaOS day-to-day end user communication (requests for improvements, updates, issue resolution, help communicate changes, etc.)
Document and track all end-user issues
Generate and distribute regular incident/support reports
Proactively identify user support patterns or trends and issues, and report these to other teams, such as Training or the divisional Product teams, so these can be incorporated into plans to improve end user support and the user experience
Maintain a knowledgebase for the MediaOS Product Support team
Assist with recommending system updates and enhancements
Provide suggestions and execute on support process improvements and requirements
Collaborate with end-users, product teams and the governance committee to track, enhance and maintain metrics on MediaOS usage
Assist in onboarding additional sites and users
Perform user setup and testing as part of the rollout plan to on-board additional sites, according to the project plan and rollout schedule
Bachelor’s degree (BA/BS)
Prior experience with digital publishing and/or digital publishing platforms
Experience (new college graduates will be considered) with Content Management Systems (CMS), Online Video Platforms (OVP), and/or other digital publishing platforms
Demonstrates professionalism and ability to effectively communicate with people at all levels of the organization, including editorial, business and technical teams effectively
Strong analytical, strategic thinking and problem solving skills
Highly organized and driven with strong attention to detail
Ability to eliminate obstacles through creative and adaptive approaches
Prior Product, Quality Analyst and/or support experience highly desired

Product Support Specialist Resume Examples & Samples

Provide level 2 support for internal and external end users for PC, server, and mainframe application problems
Interact with software vendors, Infrastructure services, and/or Applications Development to restore service and/or correct core problems
Communicate IT issues to business units at various levels of seniority
Coordinate the implementation of internal, external and off-the-shelf business applications with all IT and business
Groups
Coordinate validation activities related to the deployment of business applications
Assist in training and communication programs
Solid technical background and experience
Possesses fine-tuned analytical skills and/or programming experience
Relational database experience
Strong PC-based troubleshooting skills
Possesses solid written and verbal skills

Product Support Specialist Resume Examples & Samples

Experience in installation, configuration, and troubleshooting of Windows Operating Systems (server and desktop)
Basic network troubleshooting
Must have excellent computer skills, proficiency with Microsoft Office suite
Experience with troubleshooting hardware and software system related issues
Candidate must be capable of and willing to follow agency and company procedures
Experience with Crystal Reports
Experience with the configuration and setup of Window Internet Information Server (IIS)
Experience with Windows group policies, domain setup, DNS, security configuration
Working knowledge of Varec FuelsManager® suite of software and hardware products and services
Experience with PLC, SCADA, DCS, or other automation and control systems or components
Background with LAN and WAN communications, including WLAN and GPRS wireless technologies
Experience with SQL Server, virtualization technologies, and Windows Servers in a variety of configurations including advanced server clustered systems
Extensive knowledge of computer hardware architecture and Windows Operating Systems in a multi-system environment

Product Support Specialist Resume Examples & Samples

Assist Account Managers in configuring EAS, Traffic and Inventory Intelligence solutions tailored for the customer’s needs
Provide support with sales tools, collateral materials, use cases, best practices and pricing
Host regional conference calls with Sales Teams in order to update the region on current TRS product developments and changes in the product portfolio
Drive and promote Marketing product launches and competitive awareness materials
Support tradeshow events, road shows and customer meetings by providing solution presentations and demonstrations
Act as the key liaison between the field Sales Force and TRS Product Management, Marketing and Engineering
Attend Product Development meetings, support the Development team as the Sales liaison and provide customer feedback and input during product development cycles
Conduct conference calls and webinars with Account Teams and retail customers and provide support as the Subject Matter Expert to assist particular sales efforts
Audit Sales Collateral materials in order to ensure accuracy
Work closely with Product Management and other cross functional teams for special product/solution applications and lead the communications efforts between all groups

Product Support Specialist Resume Examples & Samples

Provide Account Representatives with application support for ATS Modifications products
Research legacy bills of material and drawings to determine existing product configurations and evaluate future modification feasibility
Strategize with ATS engineering departments to determine modification feasibility and explore strategies to execute the modification
Develop scopes of work and modification pricing for Account Representatives
Develops and manages modification programs for end of life components with ATS Engineering. Develops sales tools for Account Representatives to promote these programs
Maintain detailed quotation log capturing pertinent customer, product, application, market and financial details
Participates in ATS NPD meetings to identify and drive the development of backward compatible kit strategies for new ATS accessories/products
Champion new ATS Modification programs with Sales and Marketing to introduce new technologies into our modification portfolio
Create strategic technical proposals for Account Representatives as requested
Maintain customer information, product records, and other areas of Clearview business system
Prepares sales activity reports and charts monthly
Establish and lead weekly ATS load plan meeting with Operations stakeholders to monitor project scheduling
Monitors ATS Modification sales backlog and collaborates with Service Managers to gain feedback in order to effectively forecast product segment sales
Works with engineering departments to set or adjust priorities based on customer demand
Follow up on all closed modification service orders to add updated equipment records to existing Clearview database
Act as liaison to ASI management when required to assist with expediting deliverables or other requirements
Facilitate monthly product review meeting to analyze quotation activity and execution on closed projects. Communicates to other departments to drive process improvements
Provide backup support to other department staff as required
Manage special projects as assigned
Strong interpersonal skills
Strong business system and MS Office applications skills
Strong verbal and written communications
Associates degree in Business or Engineering preferred
Electrical power industry experience
Thorough ASCO ATS product knowledge

Product Support Specialist Resume Examples & Samples

Investigate, triage and resolve issues with Facebook’s ads products
Separate advertiser confusion from bugs, advise the sales team/advertisers on how to accomplish the advertisers' desired outcome
Partner with Product, Marketing, Engineering and training teams to drive up product quality and understanding of product usage
Communicate known issues to the sales team and their customers
Define processes to support front-line teams in complex investigations to improve user and advertiser experience on the platform
Experience resolving and communicating about issues with both technical and non-technical audiences
Analytical skills, with experience solving problems using data and providing practical business insights
Experience with statistical analysis or SQL or Excel skills

Product Support Specialist Resume Examples & Samples

Develop and deliver customer and product training programs
Support international field-based application, service, marketing and sales teams worldwide by providing product-specific technical expertise primarily via phone and email
Ensure customer satisfaction and instrument uptime by providing factory level usability and application support by timely escalation, solving, and reporting of customer issues, including both remote and on-site troubleshooting
Create and maintain customer-facing documentation including the operation manual and product bulletins
Prepare and apply standard operating procedures for the global service and support team
Experience in developing and delivering customer or product trainings
University degree in analytical chemistry or related subject
Understanding of liquid chromatography and mass spectrometry methods, hardware and software fundamentals
Customer orientation – the position requires frequent contact with customers, distributors and the Thermo Fisher Scientific field service and support representatives. Interactions include written and verbal communication with technical professionals, telephone and email communication with prospective and current customers
Good skills in written and spoken English and Finnish, other languages are an advantage
Good IT skills

Product Support Specialist Resume Examples & Samples

Acquire a detailed knowledge of the Ticketmaster ticketing platforms
Keep abreast of new products and technologies pertinent to Ticketmaster
Be responsible for responding to all European countries’ requests via a trouble ticket system (and ’phone if urgent) for support or information on the ticketing systems and associated products’ functionalities
Prioritise support requests
Test any problems reported and take the appropriate measure to correct them
Work with the Tier 2 support teams to ensure that escalated issues are resolved as quickly as possible
Take ownership of reported issues and work with the relevant groups to resolve theseProvide basic training sessions on the ticketing system and product functionalities, and work with Ticketmaster training department to ensure repeated requests and issues are addressed
Be integral to the process of bringing new markets up on Ticketmaster products and technologies
Contribute to the Knowledge Base, maintained and developed to allow self-service across all Ticketmaster users
Take a proactive role in promoting the department and ensuring that it is at the forefront of the Ticketmaster business
Provide a first-class, customer-focused service at all times
Be part of on-call rota providing out of hours support
Excellent communication, inter-personal and customer care skills
Adaptable to changing customer demands
Collaborative approach in working with others
Flexible approach to working hours
Confident telephone manner
Considers both the immediate and long term consequences of decisions
Shows commitment to shared goals and objectives and supports their achievement

Product Support Specialist Resume Examples & Samples

Interface with Polycom’s Certified Skype for Business, and Office365 Partners, customer IT administrators, and Polycom engineering teams with a keen focus on delivering a consistence level of service
Provide best-in-class expert level technical support to address complex technical challenges involving Polycom’s full suite of products and solutions
Troubleshoot and resolve these challenges by employing comprehensive problem analysis and customer service skills. This troubleshooting will involve addressing both application and networking challenges in the Real Presence Cloud Service, Skype for Business, and Office365 environments
Document accurate and detailed descriptions of all problem data, troubleshooting activity and resolution data in the customer relationship management database system
Gather, review and record any pertinent log files, traces, configuration, environmental information, and network topology data. This data will be used to analyze the problem at hand and synthesize solutions for timely service recovery
Work closely with Polycom Site Readiness Engineering (SRE), Engineering Cloud Operations, and Cloud Development/Engineering teams, and other internal Polycom T4 teams
Utilize historical information gathered via holistic dashboards, while resolving support requests to develop and submit technical articles to Polycom’s knowledge base
Work in collaboration with members of the wider support team to develop each agent’s technical skills to even greater levels as the service expands across the globe
Receive and develop peer-to-peer training in all appropriate Polycom products as well as the specific ways they are integrated into larger networks and complex solutions
This position involves participating in a rotating on-call cell phone schedule to support off-hours escalation work
This position occasionally requires working non-standard hours and holidays
Strong understanding of the fundamental operations of a modern IP based network running (TCP/IP, routing, switching, firewalls, H.323, SIP, VoIP, load balancers, edge (federation) devices, etc.)
Strong understanding of the Microsoft suite including but not limited to Client/Server OS, AD (LDAP), Lync/Skype for Business, O365, Exchange, and Azure virtual environment deployments and management
Strong understanding of the Polycom Infrastructure products including but not limited to: RPCS, DMA, and RPAD

Product Support Specialist Resume Examples & Samples

Tactically and strategically supports respective product marketing plans and prioritizes activities with the guidance from Product Manager(s) to meet overall business goals
Develops internal product knowledge of respective product lines and differentiable features and applications and applies that knowledge to identify product gaps and new product development opportunities
Develops general competitive understanding. Identifies strengths and weaknesses of competitors, both in product and business processes and identifies opportunities to leverage other JCI products
Translates “Voice of Customer”, market, and competitive knowledge into product specifications for Engineering to execute
Works closely with others in Electrical Engineering, Mechanical Engineering, Project Management, Marketing Communication, and Sales functions to ensure product and documentation meet market need
Identifies customer, market, and industry trends to aide in the creation of new product and commercialization roadmaps
Business analytics
Bachelor’s degree in an engineering discipline. Preference for Mechanical Engineering and completion of basic HVAC design course
Self-starter with strong written and verbal communication skills, and ability to communicate up, down and across the organization
Desire to work in HVAC
Persuasive, encouraging and motivating; proven ability to influence others without direct reporting responsibility
Experience at working both independently and in a team-oriented, collaborative environment is essential
Can adjust to shifting priorities, demands, and timelines promptly and efficiently
Must be able to learn, understand, and apply new technologies. Ability to construct brand and product messaging identifying key, relevant takeaways
5% travel is required

Product Support Specialist Resume Examples & Samples

Work with all product teams on manufacturing plant support projects focused on improving quality and productivity
Work with the product teams in the review of warranty and new defective non-confirming product, root cause determination, and implementation of corrective actions (8D process)
Provide marketing and field representative support by conducting technical investigations on new and legacy products to address customer inquiries
Conduct product change work that may include product change notices, design changes to reduce cost, supplier obsolescence, and quality improvements
Conduct product investigations in the engine lab ranging from component level up to full powered engines
Implement shop wide operational process improvement (OPI) projects and identify new projects to go into OPI funnel
Use Kaizen and other Danaher Business System (DBS) tools to drive continuous improvement projects aimed at eliminating waste and improving processes in all areas
Extensive work with the Manufacturing, Quality, and Product engineers for each product
Assist in the early detection of new fail modes for new and current products in order to prevent and/or minimize cost impact to JVS
Work with the development teams during product improvements and new releases to ensure solid warranty practices are in place
Work with customers on investigating quality defects and implementing corrective actions
Provide troubleshooting support for Jacobs product line to ensure that proper repair procedures and warranty coverage policies are being followed
Hands on experience building and testing internal combustion engines is highly desirable
Working level experience with all MS Office tools
Customer service related experience is desirable

Product Support Specialist Resume Examples & Samples

Product Support
Configuration of product to meet additional client requirements
Resolution of End-User Support Issues
Requirement-gathering and additional configuration
Provide training on product, tools, techniques and business practices Participate in the development and distribution of best practices and processes
Coordinate development work with appropriate IT resources when required Analytical and Organizational Support
Assist in the development, documentation, and support of critical operating processes Coordinate workflow and handoffs between client team and IT
Demand Log Oversight
Coordinate with Product Manager and Product Operations Manager for various new product releases Business Analysis
Assist in defining and documenting business needs, functional requirements and best practices
Assist users in defining data management and knowledge management strategies and processes
Manage/Support QA process for product enhancements
Bachelor’s degree in business related field preferred
Excellent academic record
2 - 3 years of relevant experience working with product support
Experience in managing simultaneous tasks from inception to successful completion
SharePoint and SQL database experience, preferred
User Acceptance Testing experience
Candidates who have worked with Web based Applications, preferred
SQL Server skills – Understand basic structure of Fields, Tables, etc. and be able to write queries
Understanding of databases (dataflow & linkage) and data management
Familiarity with CAFM or other Space Management applications
Skills in both Data Analysis and Business Analysis, as this is a hybrid role between business and IT
Strong technical skills with the ability to learn new applications quickly
Strong analytical and problem-solving skills required
Self-starter and able to work independently
Self-motivated, able to set priorities and work autonomously
Strong attention to detail with focus on quality of work
Relationship management and communications
Customer service focus

Product Support Specialist Resume Examples & Samples

Daily registration process: enter on spreadsheet, add billing, and product code in payroll
Daily activation process: confirm client data fed over, activate client account, link company IDs to user, and send welcome emailDaily HR on Demand: add new user and send welcome email, if multi-ID, send account to Plus team for linking
Setup add on IDs or users
Assist with work surrounding billing entry, Print & Pack tracking, and Tin solicitation process
ACA Portal Client Log Master – each new registration is added and tracked on there
1st batch Ack – (this contains SSN) – the receipt files from IT for IRS response that requires Tin solicitation process with clients
Copy of Copy of ACA Billing – this is from IT and shows how many 1095s were generated then BA needs to enter the billing for each client one by one
Print & Pack clients – BA needs to track who wants the service and then following the steps sent yesterday will work through coordination with BP and enter additional billing

Product Support Specialist Resume Examples & Samples

Provide technical assistance/information to the field install, service and sales staff
Participate in development of knowledge-base for new products
Assist field personnel with difficult/complex technical problems
Assist in the support and testing of fire alarm equipment
Participate in development of knowledge-base for help desk use through documentation of undocumented problem resolution
Assist field technicians and sales reps with technical specs and equipment functionality issues
Assist in the training of Rep I & Rep II technicians
Receive incoming calls from ADT Technical and Sales associates for purposes of assisting with the actual service call
Provide support on IP based and networked products and devices, including routers and cable/DSL modems
5-7 years troubleshooting complex electrical/software equipment in either a technical helpdesk or technician capacity
Field install or service experience preferred
Advanced electronics and alarm skills
Excellent telephone skills

Product Support Specialist Resume Examples & Samples

Work with the Primary Support team to help customers and partners to solve their issues encountered during the adoption and use of SAP Business One product
Investigate and identify product defects reported by customers and partners, and work closely with development teams and product managers to deliver solutions
Investigate and provide solutions for the corruptions caused by product defects in customers’ databases
Provide generic solutions for common issues customers may have during their daily use of SAP Business One product
Research on solution defects in SAP Business One product, and help product managers to refine product solutions
Bachelor’s degree or higher in computer science, software engineering, mathematics or relevant information technology area
Proficient in relational database and SQL language
Familiar with one of the object-oriented programming languages (C#, VB .NET, Java, C++, etc.)
Excellent analytical, trouble-shooting, and problem solving abilities
Knowledge on financial, accounting and enterprise resource planning (ERP) systems is a big plus
Experience in customer facing consultant/support area is a big plus
Fluent in both oral and written English with good communication skills
Can work with people in different culture and locations
Can work on multiple tasks, and work under pressure
At least three years’ experience in enterprise/large scale software development, support, or maintenance

Product Support Specialist Resume Examples & Samples

Update performance data on consultant websites
Interact with many other departments within the Firm to support the sales team
Create databases and capture market data
Assist in the completion of Request for Proposal/Request for Information for institutional prospects/consultants
Perform market research and prospecting for sales team, as needed
Assist with account documentation and client presentations
Maintaining product-related marketing materials such as marketing generic presentations, investment profiles, and fact sheets for internal equity and fixed income products
Collaborating with Portfolio Management Team to keep product information current, as well as on ad hoc projects
Assisting in ongoing team projects
Generate reports to analyze competitors
Acquire a deep knowledge of our internal product set and service offerings
Bind presentations, as needed
Assist with client events, as needed
Analyze data, produce reports for fund managers and stockbrokers to use

Product Support Specialist Resume Examples & Samples

Advance Support
REQUIRED QUALIFICATIONS
6+ years progressive work related experience in business systems analysis across multiple business processes and/or business unit experience that includes working closely with IT in the development and implementation of systems with demonstrated mastery of technical and business knowledge and understanding of multiple discipline/processes related to the position. Typically leads/mentors less experienced staff or complex projects in area of expertise

Technical Support Product Specialist Resume Examples & Samples

Provide Technical Support for products via telephone, email and chat to Dealers and End-Users for Core Brands control products, primarily Elan Home Systems
Support Dealers with product related design assistance and installation troubleshooting
Return all calls and emails in a timely manner. Present the Technical Services Department and Core Brands in a friendly, upbeat and supportive manner
Provide Dealers with product and installation updates via phone, email and chat
Provide assistance and support to Service, Sales, Customer Service, and Product Development in regard to Dealer and end-user needs
Assist Marketing with proofreading literature and manuals with regards to accurate technical content
Install, program and maintain the audio/video/control systems in the various conference, training and demo rooms throughout the facility
Route calls to proper Departments to satisfy customer needs (i.e. service, parts requests, etc.)
Act as the conduit to funnel Dealer and End-User suggestions and new product ideas to Product Development and Engineering
Act as the “feedback” loop between Engineering and Customers in solving product problem issues
Participate in the development of Technical Services training programs
Participate in the development of Dealer training programs
Participate in Dealer training programs as needed
Participate in the annual major industry events, such as CEDIA at management approval
Build and maintain Technical Services training and support equipment racks as well as trade show racks
May provide training on subjects in which you have gained expertise
May participate in artist relations and trade shows
Other Duties as assigned
High School Diploma required
Associates of Arts or equivalent technical school preferred
CEDIA and/or PARA certification preferred
Minimum 2 years related industry experience. This can include installation/programming background in the custom residential and/or commercial audio/video industry and technical support experience
Minimum 1-year networking experience required. Network + preferred
Must be able to mentally visualize installations and troubleshoot appropriately
Ability to read and comprehend instructions, correspondence, memos
Ability to write intermediate level business and technical correspondence
Ability to effectively present information in one-on-one and small group situations to customers, and other employees of the organization
Reasonable Accommodations may be made to allow individuals to perform the essential functions of the job
To perform this job successfully, an individual should have excellent working knowledge of MS Outlook, Word, Excel and Internet Explorer
Working knowledge of NetSuite is a plus
Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to communicate effectively on the telephone and in person
Sufficient vision or other powers of observation, with or without reasonable accommodation, which permits the employee to review documents and file them in a prescribed order, operate a computer, terminate wire, work with connectivity of products, and organize documents and materials
Sufficient manual dexterity with or without reasonable accommodation, which permits the employee to frequently operate a personal computer (estimated 70%-80% of the typical workday) and other office equipment
Sufficient personal mobility and physical reflexes, with or without reasonable accommodation, which permits the employee to work in an office setting and at a keyboard for an extended period of time, considered to be approximately 80% of the workday

Product Support Specialist Resume Examples & Samples

Accurate and timely entry of orders and disposition and note customer contacts
Completes tasks and/or projects of moderate complexity with limited process definition
Efficiently answer customer technical inquiries regarding Garmin products troubleshooting via telephone, letters, fax and electronic mail
Timely completion of tasks and/or projects of intermediate complexity with defined processes
Provides reliable solutions to a variety of problems using sound problem solving techniques
Demonstrated excellence in performing Product Support Specialist 1 essential functions including proficient application of technical aptitude
Demonstrated commendable attendance

Product Support Specialist Resume Examples & Samples

Answers first level incoming customer support requests in a fast-paced environment via phone, email, or chat. Assist customers who request support ranging from product training and troubleshooting, account-services related requests (billing / license management), and requests to cancel service as detailed below
Supports ongoing management and retention activities, including research to determine the root cause of the issue or problem. Identifies best approach for retaining business based on client’s situation
Takes initiative and identifies potential issues
Works on issues that range from answering product questions to providing basic to moderately complex technical support when caller is experiencing difficulty using a product
Provides instruction on use and application of products; answers questions; issues temporary passwords; asks questions to determine customer's configuration and needs; makes recommendations regarding product selection to current or prospective customers
Responds to billing or contract questions, including assisting with updating credit card information, setting up promotional pricing plans, canceling accounts and issuing refunds
Assists with product installation and/or access, remote printing and difficulties with firewalls, audio and recording technologies
Performance is primarily measured through Net Promoter surveys to customers, but also include measurements around production, availability, contributions to team, and contributions to product improvements
Keeps current with product knowledge regarding features and functionality, as well as billing and promotional programs
Records details of interactions into the Salesforce.com iCare Case Management System
May mentor more junior members of the team
May participate in Beta testing of both new and existing products
Participates in customer-focused projects of interest
Engage in projects related to customers as well as internal process improvements
Completes other duties as assigned
Customer-focused – what we do revolves around the customer!
Ability to create customer love under challenging circumstances
Ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment
Ability to excel in data-driven, metrics oriented environment
Ability to excel in a team environment and put team goals ahead of personal goals
Has a keen interest in Software-as-a-Service (SaaS)
Background in computing (Mac & PC), networking, using various web-browsers, PC troubleshooting, firewalls and proxy servers a plus
Experience using Microsoft Office or other word processing tools required; Word, Excel and Outlook experience desired
Demonstrated ability to listen, assess, determine and communicate corrective measures
Basic mathematical skills
English-speaking proficiency is required; bilingual skills a plus
1-2 years customer service/support role within the service industry
Bachelor’s Degree or equivalent experience preferred

Product Support Specialist Resume Examples & Samples

Support Customers and Sales in post-sale activities in the effort to enhance the customer experience. Activities include but are not limited to: Business Analysis / Training Implementation and Delivery / Training Documentation Development / Adoption Analysis and Solution Recommendation & Implementation / Problem-Solving / On-going support as these activities relate to the use of all related products
Act as the leader and primary liaison between business unit and Customer base with issues relating to product & technology in the areas of: (1) Hardware / Software Configuration, (2) Product Installation, (3) Data Definition, Mapping & Integration
Provide Customer training via on-site visits, WebEx, phone or email to incorporate Platts’ services into their workflow and drive customer satisfaction and retention
Action top tier escalations for all supported products and services. Provide follow-up as appropriate
Monitor, collect and report knowledge collected from customer interactions, together with an integrated knowledge of internal systems and cross-departmental operations. Add into CRM for future reference
Preparation for customer visits to include company research, training documents, liaise with Sales teams for any problems that may be encountered
Assist in creating and maintaining a proactive and positive environment with Customer Care, Sales, Marketing and other departments that impact Customers
Interact with 3rd party vendors. Participate in training and relationship building through joint on-site customer visits, mutual training and customer support
Regularly attend management, Sales, and Editorial meetings to present core information, keep communication channels open between departments and to be kept informed of all changes regarding clients and markets
Discover up-sell/cross-sell opportunities for products and services during client calls/on-site visits and pass on these leads to respective sales colleagues
Adopt technical products and product portfolio via education and problem resolution for the appropriate business unit
Collect report and act on Voice of the Customer feedback acquired from Customer interactions. Recommend process improvements based on feedback
Act as Subject-Matter-Expert in agreed upon area within Product Specialist team and Sales in one of the four areas but not limited to: (1) Management, (2) Customer Needs, (3) Technology, and (4) Training
Manage and deliver special projects assigned by leadership for the benefit of the Customer Support teams
Previous face to face and virtual training experience working with people of all levels essential
Proven ability to train people at all levels
Proven ability to work alone as well as in a team and work to tight deadlines
Flexibility for regular travel throughout Europe for this position
Travel between 30% and 60% dependant on territory within EMEA
Proactively understand customers' needs and absorb critical information that could result in additional revenue, potential down-sizing
Possess technical knowledge to support and train McGraw-Hill services to both internal and external Customers
Ability to influence individuals at all levels, give opinions and justifications
Use organizational/time management skills to prioritize workload, schedule trips and training sessions
Proficiency in Microsoft Office packages
Ability to set up internet connections / wireless internet connections
Computer literate with the ability to learn customer service software applications
Ability to analyze processes and procedures, identify and present necessary changes and involve and gain the commitment from all associates and other business units as part of any change process
Have a flexible approach to cover colleagues work when needed
Possess exceptional listening, written and oral communication skills to facilitate communication and interaction with all staff levels and customers
Fluency in a European language
Customer Service experience, complex problem solving experience to be able to assist clients
Ability to manage their own time and work under pressure and with short lead times
Experience with CRM systems for recording transactions and reporting metrics
Ability to work under Pressure and with short lead times
Flexibility for travelling to customer sites

Product Support Specialist Resume Examples & Samples

Maintain and continually update customer service request records in SAP, evaluating each record for customer complaints, then entering to the complaints database information relevant to the follow-up and resolution of commercial or research-related technical complaints/issues
Proactively generate account specific issue reports and work collaboratively with the Medical Affairs field teams to address issues identified
Participate in device failure investigations by gathering customer feedback and information then appropriately escalating as indicated, interfacing directly with the service and engineering staff
Perform as use case subject matter expert for follow-up calls with the Safety and Quality groups, gathering additional use case information from customers for AE and MDR reporting
As required for the product supported, provide support and backup to the Technical Support Consultant team including afterhours reference support, provision of updated reference materials, provision of feedback for process and work flow improvements and scheduling
Evaluate the technical/clinical training needs for internal employees and/or external consultants then develop and present targeted training programs and support materials relevant to their function
Excellent problem-solving skills

Product Support Specialist Resume Examples & Samples

Support product launches by ensuring that all collateral is ready to go for launch
Responsible for flawless execution of marketing assets
Drive all communications to internal and external stakeholders on USBC Marketing activities
Retain required files and documentation on products, services, programs and offers according to department policies
Prepare and submit Project Proposals for new initiatives or changes to existing processes/setups
Coordinates product research and analysis and development and implementation of moderately-sized products, services, programs and offers
Works with business lines on an ongoing basis reviewing existing offerings, modifying them as needed as a result of business goals and competitive pressures and developing new initiatives based on business line needs and market research on customers, competitors and trends according to established policies and procedures and applicable regulatory guidelines
Meets with business line and management personnel regularly to maintain understanding of current business situations and product-related needs
Performs ongoing research into a variety of product related areas, including competitor products and pricing and customer patterns and trends; orders research reports, reviews data, performs analyses and prepares summary reports and recommendations, including product performance reviews, competitor actions, customer profiles and market potential
Conducts primary research as needed to obtain specialized information not available from secondary sources, such as new product viability, reasons for customer loss, specialized product pricing and information on particular market segments
Coordinates vendors and others to conduct customer and competitor surveys; personally conducts surveys as needed
Obtains and incorporates information from Company customer and other databases if applicable
Develops new products, services, programs and offers together with business lines, other internal marketing and outside resources, other Company personnel and management as necessary
Prepares product strategies, specifications, profitability analyses and revenue projections, coordinating with finance and other areas as necessary, subject to the review of more experienced personnel or management
Identifies target markets and key customer and Company benefits. Develops proposed pricing, competitive positioning and marketing plans
Conducts demonstrations, incorporates feedback and obtains necessary approvals. Provides development support to more experienced personnel as needed
Implements new products, programs, services and offers with business line partners, involving any necessary inside or outside resources required
Creates implementation plans, assembles necessary personnel and coordinates efforts to complete projects
Maintains ongoing communications with other areas of marketing department to ensure promotional and other support is appropriately provided to new products, services, programs and offers
Reviews the competitor pricing information and recommendations made by Product Spec I
Coordinates with training department and others to educate internal personnel about new products, services, programs and offers to ensure effective introduction of new initiatives
Prepares informational materials as necessary, including product disclosures and fee schedules
Converts products, services, programs and offers of acquired companies into overall Company offerings as assigned
Ensures all products are in Compliance and meet all regulatory requirements

Product Support Specialist Resume Examples & Samples

Identify potential current engineering activities from customer experience with existing products
Provide customer assurance input and verification of new product and current/sustaining engineering projects
Provide technical customer experience input/insight for marketing and sales support materials and training
Generate and/or maintain supporting technical and customer facing documents
Support trade shows, sales requests, and marketing initiatives as required
Support the effective management of Packaging Product Investigation Requests (PIR’s) including the evaluation of physical and functional media issues and performance when necessary
Assist with the management of customer escalations working closely with the Product Manager, Commercialization Manager and Technical Applications Group (TAG) and Service Field resources
Provide assistance to the regional TAG and/or Service teams to support regional onsite activities
Develop technical training material to support dealers and service teams
Create and evaluate analog and digital processed plates, generation of sample plates to support sales cycle or product assessment
This position may require domestic and international travel (5% to 10%)
Self-motivated, goal orientation
Excellent Listening, Verbal and Written Communication
Organizational Proficiency and Interpersonal skills
Systematic Problem Solving
Understanding of Engineering Principals, Procedure Development, Experimental Design
Microsoft Office Suite
Measurement Methods
Post-secondary degree and/or demonstrated applicable experience which includes the understanding of the technology associated with letterpress, LAMs and dry offset printing and commercial printing applications
1-5 years’ work experience in a commercial letterpress trade shop or dry offset production facility highly desirable
Ability to speak another language is desirable

Product Support Specialist Resume Examples & Samples

Work closely with customers to gather requirements and set up accounts on the company’s proprietary document management, composition, and/or print workflow systems
Configure systems/templates for new clients to meet specific requirements
Provide day to day support of the systems for the customer and answer questions or assist in resolving data and formatting issues, provide recommendations on new/unique situations pertaining to styles or data, and process more difficult changes/requests
Troubleshoot client issues with the systems and work to resolve functionality related issues and escalate technical issues to the appropriate response teams
Provide training to clients regarding the use, functionality and navigation of the systems and system functionality enhancements
Prepare general use guides and develop client specific documentation and templates
Performs other related duties and participates in special projects as assigned
HS diploma or equivalent with 3 years of relevant administrative/operational support in manufacturing operations or office environment directly related to the duties of the job, OR demonstrated ability to meet the job requirements through a comparable number of years of work experience. Minimum 3 years prior experience working in a print environment
May possess additional education certification in this level

Product Support Specialist Resume Examples & Samples

Bachelor Degree
Ability to comprehend technical processes and systems in order to offer solutions, resolve problems and further the progress of projects
Ability to develop strong relationships with internal and external clients and partners in the product value chain to develop solutions and contribute value
Ability to think critically to find solutions for difficult or complex issues

Product Support Specialist Resume Examples & Samples

Respond to after-hours support requests as needed
Participate in product triage meetings to monitor escalated cases/dev tickets for assigned products, escalating to management as needed to ensure timely progress
Provide implementation and upgrade support to new and existing customers
Help to maintain a library of product specific Virtual Machines to be used by support and other internal stakeholders
Provide input to Product Management regarding product enhancements
Demonstrate product functions and features to internal and external customers either in person or remotely
Acts as a primary contributor to knowledge base, product documentation and videos, and other customer and employee training resources
Participate in team meetings and training
Take ownership of personal metrics goals and provide appropriate communication to management regarding status and needs
Act as role model for expected team behavior in all areas including attendance, professionalism, time management, following process and protocols, etc
Work closely with management and support trainer to identify and address knowledge and skills development
Continue to develop product specific knowledge and skill in ERP and accounting focus areas
Obtain and maintain ERP and other technical certifications as specified by Support Management
Develop and deliver internal and external product training as needed
Provide continual feedback to management team to drive improvement in all areas
3+ years in a support environment supporting software or a SaaS product
Deep technical expertise in one or more supported ERP products
Proven ability to communicate effectively, both orally and in writing, with individuals of varying technical skills and abilities
Highly organized, ability to prioritize tasks and work with minimal direction
Ability to create and encourage a positive atmosphere
Ability to work well with others in an interactive team environment
Experience implementing Dynamics AX or Navision
Experience troubleshooting at a code level in at least one object oriented language (e.g. C#)

Product Support Specialist Resume Examples & Samples

Serve as a Subject Matter Expert (SME) within the team/product of responsibility
Take inbound customer calls when a certain threshold is met/passed as instructed by supervisor/manager
Leverage remote access capabilities as a part of the Business Continuity Team, ensuring availability for customers in the event of management enacting the BCP
Participate in the departmental “On-Call” Rotation, again leveraging remote access to provide support access for customers outside of the center’s regular operating hours
Case management – including receiving and responding to customer email inquiries, customer complaints, enhancement requests, and research requests
Bachelor’s degree or 1 year related experience and/or training
Written Communication Certification
Sustained high level performance in current Key Performance Indicators/Goals
Handles confrontational situations with patience and professionalism
Proficient with the Microsoft Office Suite
Strong Organization Skills
Ability to focus on details and produce thorough resolutions to customer inquiries

Product Support Specialist Resume Examples & Samples

Frontline support for Shotgun Studio team focused on supporting client-side Studio productions using Shotgun
Technical expert to Clients helping solve production workflow problems by using Shotgun and Pipeline Toolkit
Proactively engage with Clients with on-site visits, GoToMeeting video calls, emails, Slack chats, or phone—whatever is needed to get the job done
Serve as a Client advocate in relaying valued input back to the Shotgun Product and Engineering teams
Collaborate across departments within Shotgun and make recommendations to improve internal workflows to successfully deliver on Client health and happiness
Educate and train Clients on the latest Shotgun, Pipeline Toolkit, and RV features to ensure successful adoption and to help Clients maximize their investment
Support adoption of Shotgun through demos, consulting, community participation and leadership, and the development of documentation and training material
Experience with Shotgun Python API
Experience with Shotgun Pipeline Toolkit
Experience with Shotgun Trigger and Action Menu frameworks
Proficiency in OmniGraffle
Understanding of Agile software development
Involvement in industry groups and events (SIGGRAPH, VES, etc.)

Product Support Specialist Resume Examples & Samples

Provide technical and product support for Accuity clients
Field with incoming client issues and enquiries for all Accuity solutions
Engage with clients via email and phone to resolve issues
Provide post-sales support for clients to help support new and ongoing client relationships
Produce new customer orders
Manage and maintain systems used to issue login credentials
Various other responsibilities as requested
Experience with working with various Microsoft technologies is essential, including MS Office
2-3 yrs of corporate experience
Working knowledge of data transfer methods and file formats
Experience and understanding of incident tracking and case logging (SFdC)
Proven customer relationship skills
Well-spoken, articulate and able to influence people

Product Support Specialist Resume Examples & Samples

Acquire expertise in assigned air products and maintain expertise
Demonstrated ability to address conflict or opposing opinions and maintain a professional and cooperative temperament with internal and external customers
Provide technical support for the retail channel and directly to customers as required via phone, emails and chat
Provide problem solving in a technical support role. Load repetitive quality / reliability issues into QRMSa
Contribute to the Knowledge Base to improve field connectivity and effective troubleshooting, through all mode of multimedia
Communicate with peers, Engineers, Operations and Management to understand product specifications and root causes of issues
Support the development and implementation of “state-of-the –art” practices and technology and solutions to achieve operational excellence and customer support 24/7
Engaged in New Product Development activities such as design and reliability, field trial testing / feedback, field upgrades training / technical support capability of new technology
Participates in the activities of global expertise network leaders to drive TechDirect knowledge management execution; improve technician effectiveness with faster access to solutions and knowledge base
Scope & Dimensions: Fiscally responsible for equipment valued around $50,000 + USD. 90% Phone 10% Reliability / Projects (Phone Calls 40-80 Per day)
Associates degree or technical equivalent
5+ years’ experience in technical work environment. Experience and ability to work effectively acting on own initiative with minimal supervision requirement
Ability to work confidentially to prevent potential exposure to claims against the company either legally or financially
Self-motivation and ability to make complex decisions
Planning and organizational skills with effective follow up and follow through
English language, additional languages are an advantage
Effective communication skills, both written and verbal
MS Office skills - proficiency in PowerPoint, Excel and Word essential
Requires direct customer contact, needs to be confident, courteous and professional in all situations
Pro-active approach to resolving customer issues, taking responsibility to form and lead teams as required to drive corrective actions and follow through to conclusion
Knowledge: One of the three competencies with a solid understanding of the remaining: Mastery of Rotary Air Compressors (7.5-50HP) and the experience in using the tools to troubleshoot, Mastery of Air dryers (Desiccant/Refrigerated) and the experience in using the tools to troubleshoot, and/or Mastery of small Industrial Air reciprocating compressors

Product Support Specialist Resume Examples & Samples

Support the Field Service Team on all actions to reduce installation time for the Standalone GC
Develop and deliver Basic/Advanced GC and corresponding GC Detector trainings
Develop and deliver Basic/Advanced training
Resolve GC issues for Hot Accounts as they arise in a professional and timely manner
Assist the Field Service Team by providing advanced troubleshooting and acting as factory liaison for difficult-to-solve problems
Travel to provide technical support in the execution of the tactical installation/repair for the GC Product Line
Support regional support initiatives for GC Products
Collaborate with field organization to achieve higher customer satisfaction
Assist the Engineering and Marketing in defining, executing, and proofing future software, hardware and feature deliverables
Complete miscellaneous duties related to GC business as assigned
BS Degree in Engineering, Chemistry, related technical discipline, or the equivalent technical knowledge and experience
This position requires 5 - 7 years experience in Engineering, Applications, or Field Service experience with GC Detectors and Analyzers
Advanced analytical approach to troubleshooting and technical problem resolution on GC and Valve Ovens
Willingness to travel 15-30% worldwide
Demonstrated knowledge and strong technical background in GC with standalone detectors (ECD, TCD, FID, PDD, etc)
Demonstrated knowledge and advanced analytical background
Demonstrated knowledge and advanced skills in using PC applications
High energy level with ability to take initiative
Process-oriented with demonstrated attention to details
Individual should be well-versed in customer interactions being sensitive to the customer’s needs and able to handle any situation that may arise

Technical Support & Product Specialist Resume Examples & Samples

2-3 Years of technical support experience in the garden industry specifically including hydroponics and soil cultivation
2-3 Years of customer service experience
Ability to multitask while completing projects on time, self motivated and proactive
Exceptional customer service and problem resolution abilities
Excellent interpersonal communication skills with the ability to work collaboratively
Proficient with PC (Microsoft Word and Excel) & G-Mail
Ability to work with a wide range of personalities constructively
40 hours Per Week- Mon-Fri
Provide technical support to customers that need information on how to use our products, answer questions that pertain to general gardening and hydroponics
Work closely with multiple departments to follow up on technical sales inquiries
Respond to customer Sales and Technical emails and phone calls
Utilizing company software to monitor and track variances, RMA’s and customer inquiries
Work directly with Outside Sales Representatives regarding tech support and RMA’s

Product Support Specialist Resume Examples & Samples

Function as primary customer contact for all incoming calls and assigned customer cases by providing telephone, web, and email based technical support for Verint’s products
Ensure the highest level of communication with the customer to meet Verint’s contractual Service level Agreement (SLA) by providing regular updates with respect to progress of each incident, and quickly providing high quality, creative, and timely solutions in a professional manner while demonstrating the highest level of customer service
Facilitate resolutions with Verint’s customer contacts and with other members of the Verint organization (sales, services, product house, etc.) as necessary in the course of problem resolution. Technical guidance may be provided by a Senior Product Support Specialist and/or Technical Lead

Product Support Specialist Resume Examples & Samples

Identify and actively participate in application testing of new releases and hot fixes for the PCSC product line when needed
Perform system regression testing prior to upgrades
Communicate and train new product functionality to hospital members
Supply Chain and Contract knowledge with the ability to assist customers with questions regarding contracts and Supply Chain application issues
Exceptional customer service orientation
Confidence interacting with customers in contentious situations
Familiarity with all Microsoft Office Suite of Products
Experience in a supply chain operations environment and/or providing application or technical product support (troubleshooting, issue resolution) in an external customer support environment

Product Support Specialist Resume Examples & Samples

Provide administrative support and respond to sales rep requests by researching through vendor literature, the internet, and direct communication with the vendor
Contact vendors for acquisition cost to create new Medline item numbers in SAP database
Accurately cross-reference and/or research external brands to identify corresponding Medline items
Determine product features, benefits, and compatibility
Collaborate with the Product Support team to ensure that all incoming phone and email requests are resolved within 5 days
Work together with Product Managers to receive product training on Platinum Vendors

Product Support Specialist Resume Examples & Samples

Coverage of Product Support Helpdesk (telephone, mail and web support)
Provide pre- and post sales product assistance to internal and external customers
Assist customers with technical questions about products from Honeywell’s General Safety and High Risk product lines. These questions would include applications, product specifications, regulatory and product suggestions
Build relationships with customer base and become knowledgeable about the customer’s needs. Keep the customer updated on the status of reported problems. Communication with strong focus on customer service and solution quality
Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines for which training will be provided. Document knowledge articles as part of the daily workflow
Ensure all requests are timely handled depending on the complexity and the need to involve other departments outside of product support
Create, track and monitor Customer Relationship Management (CRM) records for all incoming support requests. Keep the system updated with current information on the support case, related activities and resolution
Maintain and extend product knowledge by self-study and by attending relevant training sessions. Build expertise on products, product use cases, regulatory bodies, etc
Provide product-related technical trainings and/or create training materials
Fluent in English both written and verbal
Fluency in 2 additional languages amongst the following: German, French, Dutch, Italian, Spanish - Possible combinations (German-Dutch; French-Italian; French-Spanish)
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
Great communication skills; ability to communicate and build relationships comfortably with customers
Strong analytical and problem solving skills, ability to quickly and correctly assess the impact, complexity and urgency of customer requests
Knowledge of SalesForce.com would be preferred
Knowledge of Knowledge-Centered-Support (KCS) or other knowledge management methodologies would be preferred
Proactive and resourceful, able to multi-task, prioritize and work independently as well as in a team environment
A thorough knowledge of Microsoft Office applications
Strong listening skills to thoroughly understand a customer problem or question
Ability to present information clearly and concisely

Product Support Specialist Resume Examples & Samples

Works directly with our business partners (Service, Implementation, and Lifecycle team) to integrate our ADP Payroll Card Clients
Collaborate with Clients to resolve problems quickly and provide daily support to client and card holder problems
Handles complex configuration changes, including documentation, set-up, testing, and promotion to production for several client and back office processes
Resolves escalations and production issues by researching the root cause of the issue and fixing the issue or working with appropriate resource to fix the issue
Collaborates closely with cross-functional stakeholders (Client Services, Implementation, Trust Accounting, Compliance, and Legal) to ensure they have required data elements to perform function
Participates in system set-up, testing, and production (data management) for various ALINE programs (TIPS, Card Enrolment, and other projects.)
Detects and identifies enhancements and improvements that increase the quality and efficiency of data processing
Resolves client issues related to back office functions and new business requirements
Ability to write database queries and reports using standard tools such as TOAD; Excel Vlooks and possibly SQL experience
Maintain/updates functional documentation to support reporting and client procedures
Heavy data manipulation
Participate in process improvement and client/associate satisfaction improvement initiatives
Respond to internal, client, and other external e-mail, voice mail, and verbal requests within the stated guidelines
Provides excellent service daily, weekly, monthly, and for ad hoc tasks
Share key learning experiences with team members to help them avoid known pitfalls
Keep current in benefit administration industry knowledge
Participate in team and department meetings and training

Product Support Specialist Resume Examples & Samples

Provides accurate information to the Dealer Network in a friendly manner
Seeks out answers to questions within the materials and tools available
Escalates calls appropriately ensuring a soft transition if an inquiry is beyond scope of knowledge
Achieves goals for incoming customer inquiries via call and e-mail
Maintains product knowledge through training and continuing education
Fosters a positive team atmosphere in all functions of Customer Support
Maintains a “customer first” attitude at all times
At least one year of experience handling a high volume of inbound calls or working in a customer support role
Proficient computer skills with a proficiency in Microsoft Office
Self-motivated with emphasis on assisting customers by resolving issues quickly and accurately, while maintaining an ownership until resolved
Ability to work independently with attention to detail
Can do attitude, with emphasis on team-work
2 year technical degree
Experience with gas and diesel driven engine systems
Electrical or mechanical aptitude and ability to read schematics
Previous experience with auto parts look up and technical understanding

Product Support Specialist Resume Examples & Samples

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
Must be eighteen years of age
Must pass pre-employment tests if applicable
HS Diploma or GED, strongly preferred. Specialized skills training/certification may be required. Generally 2 - 5 years of experience in area of responsibility
Product and customer service experience

Product Support Specialist Resume Examples & Samples

Associate’s degree in an electrical, mechanical or electronics related field or 4 years of professional work experience in a product support or service technician role
A minimum of 4 years of work experience in a product support or service technician role
Previous work experience with customer service or sales
A valid U.S. driver’s license
The ability to travel in the U.S. and Canada up to 30% of the time
The ability to teach customers and dealers about Valmont Products
The ability to communicate technical information to non-technical stakeholders
The ability to lead contract crews in the field
Excellent communication, organization, analytical and interpersonal skills
Bachelor’s degree in Mechanized Systems Management, Agricultural Engineering or related field
Previous service or maintenance experience in an industrial applications, electrical, mechanical or electronic area
Professional work experience teaching or education others on irrigation concepts
Passion and integrity with the drive to excel and deliver exceptional results

Product Support Specialist Resume Examples & Samples

Responds to customer product inquiries via telephone or in written internet-based email or chat sessions
Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action
Prior wire transfer, banking or finance related experiences a plus; wire transfer experience preferred
Documents client information and recurring technical issues to support product quality programs and product development
Knowledge of banking/ewire or FIS products and services

Product Support Specialist Resume Examples & Samples

Thoroughly diagnose data content or technical problems and promptly communicate solutions to customers
Demonstrate a strong sense of ownership and empathy for customer’s problems
In the first 6 months
A good understanding of financial markets
Exposure to front office trading/market data environments, ideally in a client/business facing role
Pre-trade or post-trade data exposure
Customer facing personality
Calmness under stress and ability to participate in incident management
A strong aptitude to troubleshoot and solve problems
Unix, Unix power tools, Unix scripting (proficiency of 7+ on a scale of 10)

Product Support Specialist Resume Examples & Samples

Product research
Communication with vendors to determine comparable products
Check availability of product
Research pricing
Create professional looking quotes
Create reservations in SAP for quoted products
Communicate with field partners and Central Purchasers for ordering quoted product
Maintain log of quote requests and quoted product information
High School diploma/GED required; college degree preferred
Valid driver's license required
Knowledgeable in computer applications and/or systems including: Corporate Email System (including calendar management), Internet/Intranet, MS Excel and MS Word required; prefer MS PowerPoint
Prior experience in rapport building with internal and external customers, probing for customer requirements, and presenting solutions preferred

Customer Support Product Specialist Resume Examples & Samples

Be a subject matter expert for Activity & Exercise features in Fitbit’s connected fitness products
Work directly with the product team to influence and support development of new and existing features, services, and experiences from the perspective of the customer
Independently provide guidance to product owners, marketing teams, and executives regarding how customers will react and how the business will be impacted by the design of a given product or feature
Work with Field Testing team to understand user feedback in order to anticipate customer questions and concerns
Manage prioritization and resolution of customer-facing issues with cross-functional partner teams based on judgement and expertise, including filing detailed bug reports and identifying potential stakeholders across multiple partner teams
Manage scheduled reporting of customer issue trends and insights to product teams and leadership, including analysis and guidance for decision-makers
2+ years of experience working in a technical customer support environment, including experience working directly with product and/or engineering teams developing interactive, app-based features
Familiarity with connected exercise products and wearable fitness technology
2+ years of hands-on experience with CRM software, especially Salesforce
Demonstrated ability to provide executive leadership with strategic guidance based on your own analysis and judgement
Demonstrated ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer
Meticulous attention to detail and a commitment to quality

Product Support Specialist Resume Examples & Samples

Provides telephone and email support to internal and external customers
Organizes, investigates, and resolves issues in a timely and effective manner
Assists with software testing as needed
Interfaces/communicates with other departments to ensure product maintenance utilizing established procedures
Actively participates and contributes to internal process improvements
Supports application functionality and remains current on release updates and product knowledge
Develops advanced product knowledge
Maintains and shares industry knowledge with team
Works through data processing and validation issues with internal support teams
Directs clients to appropriate training & education resources, both internal and external
Provides best practices in how to use products to clients as needed
Provides quick, on-the-spot tutorials to clients as needed
Answers direct client/end user calls
Adheres to established procedures of documenting support cases
Reports software/product bugs to development and product management staff
Maintains and updates internal documentation
Attends internal meetings as needed
Performs other task and projects as needed
BA/BS in Business Administration, Healthcare, or 2+ years industry related experience
Demonstrated understanding of Hospital work flow
Ability to understand basic financial management principles, such as the difference between revenue and expenses
Solid knowledge of all Microsoft Office Products
Must have exceptional troubleshooting skills both technically and at the application level
Must have experience providing technical expertise in a customer support environment, preferably healthcare
Ability to interpret and communicate an extensive variety of technical instructions
Ability to strategically analyze, collect data, and identify problems using advanced analytical skills
Must have excellent organizational and follow-up skills with great attention to detail
Self-starter and ability to work both independently and in a collaborative team approach
Ability to communicate with others, including clients, in a clear, effective and professional manner on the phone, via email and in person; and the demonstrated use of good written (i.e. good grammar/spelling) and verbal communication skills
Ticketing System experience preferred (Salesforce a plus)

Product Support Specialist Resume Examples & Samples

Assist in standardizing the service delivery model for all existing service products provided to clients of ADP TotalSource
This will include, but is not limited to gathering data on existing products, preparing appropriate documentation (i.e. policies and procedures, training materials, audit materials, etc.), offering training & support, and auditing improvement of the processes
Provides input and requirements for the enhancement and development existing products
Will work with the region, Central Operations, and other functional departments inside and outside ADP, to assess process needs and identify product issues
Reviews changes in products and ensures compliance in processing, procedures, and reporting
Works with management in identifying areas for improvement and developing plans for change and/or developing written procedures
Provides subject matter expertise input into the design and development of new product, features and processes
Conducts QA and testing of change requests and other projects as necessary
Maintains a broad knowledge base encompassing the evolving TotalSource application product set
Provides information and explanation to users and support functions within the TotalSource environment
Ensures successful implementation of business requirements into product feature/function set
Act as an additional liaison with product vendor relationships as appropriate
Analyze operational workflows and processes and develop standards and policies and procedures from product/practices gathered
Also work with IT to enhance supporting systems as well deploy new systems that will improve operational efficiencies
Develop project plans and schedules and work with all functional areas to bring projects to completion on time and within budget
Support field and operational service staff in improving the quality of their service deliverables and activities
Works on the most complex systems analysis assignments fairly independently
Gathers information, analyzes and formulates logical statements for developing and modifying specifications
Receives general direction; works independently most of the time
Regularly operates under deadlines and subject to extreme workloads
Performs other relevant duties and assignments as directed
3-5 years experience in product development/support, human resources, benefits or payroll, or related fields
Bachelors degree in product development or related fields (or equivalent in education and experience)
Human Resources education a plus
PEO Human Resources experience a plus
Includes progressive structured analysis or systems analyst experience
Requires strong interpersonal skills, good presentation and communication skills and analytical ability and a considerable aptitude in human relations
Must be able to work under pressure
Possess excellent writing and oral communication skills
The position requires analytical abilities, excellent working skills and excellent interpersonal skills
Project management experience required
Self-starter who is customer focused, possessing solid problem solving skills and team building skills
Working knowledge of PC's, Windows 95/98/2000/NT and Novell Networks, client server environments and databases
History of effectively functioning in a rapidly changing, multiple priority environment
Ability to implement concepts, ideas, and plans
Strong team player as well as individual contributor
Knowledge of Enterprise and other TotalSource applications is preferred

Product Support Specialist Resume Examples & Samples

Be one of the first contacts for support and mobile issues from BuzzFeed editors, creatives, and community members
Identify and diagnose problems and work with developers to help quickly implement fixes
Work closely with our Product, Project Management, and QA teams to be aware of bugs, fixes, and enhancements
Be a passionate advocate for great user experience!
Ideally 2-3 years experience in a product support role in a fast paced environment
Experience working with both desktop and mobile web teams and projects
Ability to read HTML well enough to recognize different elements on a page, like embeds, for troubleshooting purposes
Familiarity with using Chrome developer tools to inspect elements and troubleshoot problems
You are comfortable communicating with developers and have a basic understanding of technical language. Coding skills are a plus but you dont have to be an engineer
Outstanding interpersonal and written communication skills
Bonus: Experience with ZenDesk and/or JIRA
Bonus: An interest in content management systems and publishing

Product Support Specialist Resume Examples & Samples

Provides 2nd line/escalation support for IR Desktop within Global Corporate Solutions
Works as a liaison between front line service teams and back-end Product and Development teams for issue resolution
Tracks and communicates updates regarding reported issues to front line teams
Develops and maintains IR Desktop escalation paths and troubleshooting processes
Interacts directly with clients, as needed, for troubleshooting and support
Supports product release testing needs, pre and post feature enhancement, and product release deployment
Captures feedback and specifications for product enhancement requests and contributes to global product roadmap strategy

Product Support Specialist Resume Examples & Samples

Provide application, OS, infrastructure, and database support via phone, email and remote sessions
Efficiently and effectively troubleshoot and resolve complex technical issues
Test, identify and report system usage, bugs and trends
Professionally and collaboratively communicate with developers, database administrators, etc. to resolve customer problems as required
Respond to customer issues in a timely manner
Configure testing environments to recreate the customer environment using VMware based virtual machines
Monitor voice and email messages
Test applications prior to public release as requested
Bachelor Degree in Computer Science, Information Technologies, or technology centric area of study, or 3+ years’ experience in Windows network application support
Must demonstrate ability to troubleshoot and configure Windows OS, Windows Server, and Windows Web Server (permission sets, folder structure, and maintenance)
2+ years of experience working with IIS 6 or higher. Demonstrated ability to add web sites or create virtual directories, configure http handlers (ISAPI, ASP.NET), and set NTFS permissions (Windows NT File System)
Experience with SQL Server database, expertise level must include database backup and restore, ability to write SQL statements (select, update, delete, insert, joins), ability to capture problematic queries using SQL Profiler
Must understand relational database concepts, database schema, and basic database maintenance including executing stored procedures, and ability to use SQL management studio
Must demonstrate understanding of Windows Registry (structure, format)
Experience supporting Active Directory is a plus, as well as exposure to Terminal and Citrix servers environment
Understanding of concepts such as .NET, WCF, WPF, Web Services related to applications and their configuration
Must exemplify a service-oriented customer-centric personality with a real passion for solving customer problems
Ability to communicate fluently in Spanish and/or French would be a huge plus
Must be self-motivated, responsible and an independent thinker, while working comfortably in a team environment
Demonstrate strong communication skills verbal and written. Should have a clear speaking voice with strong annunciation skills
Must be able to adhere to a predefined schedule
Must display strong analytical, problem solving and troubleshooting abilities
Must understand the concept of problem ownership, and must be willing to give the extra effort required to get the job done
Must have an innate desire to learn and develop own technical skills beyond the limits of the daily role. Examples include building PC's or networks, learning database or programming technologies, and finding ways to utilize technology in their own lives. Essentially, ability to embrace technology and enjoy learning how it works
Demonstrate the ability to adapt to rapidly changing environments
Demonstrate the ability to quickly and accurately perform root cause analysis
Demonstrate the ability to formulate solutions to an issue based on information available. Exhibits the ability to infer and develop ideas from incomplete information
Must be resourceful, must be able to exemplify use of tools or research skills to work through issues
Demonstrate the ability to quickly learn and use new software. Should expect to walk through installations, application menus, reports, and database schema

Product Support Specialist Resume Examples & Samples

Native Spanish speaker and Strong oral and written language skills in Portuguese
Strong oral and written language skills in English
Experience using: SAP and MS Office suite (Word, Excel, Outlook)
Experience troubleshooting medical equipment/services in contact center/helpdesk

Product Support Specialist Resume Examples & Samples

For support issues, acts as initial contact for troubleshooting, and actively drive issues toward resolution
Responsible for answering general inquiries via telephone, internet-based chat sessions, or email
Consistently exercises independent judgment and discretion in matters that have financial impact to the client's business
Coordinates and acts as liaison between client and internal departments ensuring clients' needs are met
Develop product expertise across assigned software products
Conduct and/or assist with system enhancements, user application, and quality assurance testing
Proficient in Strata products and workflows; well versed in the media industry and terminology
Engage and participate with agile program teams regularly to resolve software issues and introduce items to the backlog, as well as help prioritize items that would most impact Client Service
Create departmental documentation such as product or troubleshooting materials
Bachelor's Degree in Computer Science, Business or equivalent field/work experience
1-2 years customer or technical support experience
Excellent communication (oral and written), interpersonal, organizational, and presentation skills
Passion for solving client issues and a champion of great customer service
Self-motivated, team player, action and results oriented

100

Product Support Specialist Resume Examples & Samples

Provide Level 2 product/system support to regional admin/staff. Take appropriate steps to bring any open support cases to resolution in a timely manner
Analyze case problems, distinguish if it’s product defect or product enhancement requirement. Submit Defect in Jira, follow up and notify stakeholders of the status
Work with tech teams to evaluate and prioritize complex product defects, help to identify causes and derive resolutions
Develop product/system knowledge bases and FAQs for reference purposes
Coordinate with product team & business units to support new product launch and existing product enhancements implementation
Develop training materials and conduct trainings to staff if necessary
Perform additional functions as requested by management
Bachelor degree with more than 3 years’ similar working experience in international firms
Excellent trouble shooting and problem solving skills
Familiar with product development process
Very good interpersonal skills and team spirit
Good oral and written English
Training experience will be a plus
CRM system especially Salesforce admin experience will be a plus

101

Product Support Specialist Resume Examples & Samples

Provide technical support and customer service to Outboard dealers, boat builders and consumers
Exercise independent judgement
Follow through and take ownership in resolving product issues
Maintains detailed telephone, fax, mail and email correspondence records from internal and external customers
Respond promptly to customer contacts via phone, fax, email and MercNET
Agents possess warranty privileges and will be expected to approve/deny claims as necessary
Evaluate failures with product integrity/warranty ensuring consistency in warranty and customer relations adjustments
Assist with parts tear-down and inspection of failed components, to determine warranty eligibility
Agents are expected, in a timely manner, to become Mercury Certified Technicians. After 5 years of certification, they are eligible to take the Master Certification test
Agents are encouraged to take Green Belt training and become Lean Six Sigma certified, after completing two projects within one year
Many agents create in-depth trouble shooting guides to assist our Dealers with diagnostics and troubleshooting
Provide support and assistance to our field personnel. From time to time, agents will travel to assist dealers with field issues
May be a member of a product team along with the appropriate Service Product Manager. This will further improve dissemination of product information to the specialization teams
May be an instructor for in-house product service training
May be a Team Leader for technical service specialization team
Participate in special and ad hoc projects as needed
Working knowledge of Mercury Marine policies and procedures
Able to consistently exercise discretion and judgment in resolving issues of significance to Mercury Marine
Able to resolve complex issues to the satisfaction of multiple parties
Able to develop creative ways to address and resolve internal and external issues
Able to maintain respectful and professional interaction with various personality types in complex situations
Able to recognize, document and communicate emerging product issues to engineering and product management for review and possible action
Desire to take ownership of projects and drive them to completion
Able to thrive in a fast paced, high pressure environment with little direct oversight
Strong desire to learn and improve
Graduate of Technical College preferred
Minimum three years technical experience in the marine industry or related field
Experience servicing Mercury products

102

Product Support Specialist Resume Examples & Samples

Associate's Degree or Technical Degree or equivalent
0-2 years applicable experience plus the education listed above
Project Management skills and ability to meet deadlines
Demonstrated experience contributing to successful teams
Computer applications -- Oracle, E-mail, OMS, Internet, etc
Proficient knowledge of Product Line
Working knowledge of wiring, lamps and ballasts
Understanding of lighting, photometry, applications, electrical and mechanical components
Effective verbal and written communication and presentation skills
Lighting Industry experience preferred
0 to 2 years

103

Product Support Specialist Resume Examples & Samples

The ideal candidate should be qualified to HNC/HND or degree level or equivalent, in either Agricultural or Mechanical Engineering, although sufficient previous experience, technical ability with the appropriate attitude could be sufficient
They will have the ability to work from their own initiative, and should have strong communicative skills that will enable them to communicate successfully at all levels both within and outside the organisation
Specific knowledge of Access and Mobile Platform equipment and service would be highly desirable and also a detailed understanding of mechanical & electrical systems on construction or agricultural equipment would be beneficial. Training on JCB on specific equipment will be provided as required
Above all the applicant must have an extreme desire to succeed and demonstrate the self-motivation and urgency that our customers demand

104

Product Support Specialist Resume Examples & Samples

Manage all related Product Services business in the assigned region
Establish strategic plans, targets, and account plans in partnership with the RSD and Account Executives to direct and support the efforts of achieving the overall region Product Services Quota
Work with sales team to define growth opportunities in after market power transmission markets for assigned region, measure progress to the plans
In collaboration with the Account Executive, proactively make contact and develop relationships with customers, define customer needs and requirements, and communicate solutions/options
Analyze, edit and process incoming requests for quotations and orders as needed
Help prepare formal quotations as needed
Coordinate activities with Strategic Account team
Work closely with Manufactures Representatives and Distributors within the region
Manage the National Account agreements for any customer headquartered within the assigned region,
Provide updates & on-going training to the Account Executives and customers as needed
Will have some direct target account ownership/responsibility
Assigned Annual Improvement Priorities (AIPs) by the Director of Commercial Operations
Communicate with various internal departments necessary to meet customer required dates
Must know how to communicate the value proposition and sell services
Outside sales experience, preferably in the industrial power transmission field or related industries, is helpful
Strong in forming, cultivating, and maintaining customer relationships
Driven and motivated by the prospect of finding opportunities to increase business, and make the sale
Prior experience giving presentations and/or providing training on products
Extremely high level of mechanical aptitude, with a hands-on orientation as needed
Technically strong and knowledgeable in mechanical engineering and power transmission products
Field Service background is helpful
Strong written, verbal and listening communication skills required
Prefer strong computer skills with advanced expertise and proficiency in Microsoft Office applications

105

Product Support Specialist Resume Examples & Samples

Respond to customer product inquiries via telephone or in written internet-based email or chat sessions
Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters
Troubleshoot problems with malfunctioning electro/mechanical equipment or software applications and recommend corrective action
Document customer information and recurring technical issues to support product quality programs and product development
Prioritise support issues and respond appropriately to multiple critical situations
Manage case load and accurately document defined problem statements, troubleshooting efforts, results, next steps and resolution

106

Product Support Specialist Resume Examples & Samples

Provide real-time point of care telephone support during regular business hours and during scheduled “on call” time (mobile phone will be provided) and document the details of the call via a Clinical Device Support Contact Record
Provide support and backup to the Technical Support Consultant team including afterhours reference support, provision of updated reference materials, provision of feedback for process and work flow improvements and scheduling
Review Technical Support Contact Records received (includes reports received directly by in-house technical support and by external technical consultants) to ensure consistency and completeness
Proactively generate account specific issue reports and work collaboratively with the Medical Affairs field teams to address those issues
Familiarity with Quality systems and regulations a plus (i.e. CFR, MDD, QSR, GMPs, ISO 13485, CMDCAS, etc.)

107

Product Support Specialist Resume Examples & Samples

Provide phone, email, and web based support for Medline Sales & Customers
Data enhancement – Web updates, creating product attributes
Perform project based work
Work closely with Project Managers, Product Management, and other inter office departments in identifying, reporting, and resolving product issues and requests
Develop and foster strategic relationships with internal/external Customers
Meets service level agreements (SLAs) for responsiveness and quality resolution
Accurately cross-reference account item files
Access gaps in product offerings and work with the relevant product manager to set-up new vendors and items
Price items based on known competitive pricing, average market pricing and/or GPO pricing
Work with product managers across multiple divisions to receive cross and price information in a timely manner
Consolidate the prices and crosses from various divisions and summarize the distribution opportunity
Answer sales rep and customer questions (pricing and/or product specifications) about the full portfolio products
Follow-up with the reps to understand what business has been closed and what additional information/support is needed

108

Product Support Specialist Resume Examples & Samples

Customer Support:Customer Support (both on site and on the telephone to customers) and customer communication on support and technical issues following relevant Ortho procedures
Educated to a recognized Academic and technical standard dependent on Country requirements and policies. Experience gained in a similar role
A full clean driving license is essential
IT skilled

109

Product Support Specialist Resume Examples & Samples

Experience with Linux / UNIX - based operating systems
Experience with appliance management: assembly and deployment of routers, warehousing, inventory, and replacement cycles
Strong customer service experience preferably with healthcare data
Experience with data analysis and experience with relational databases and relational database concepts helpful; SQL and Oracle preferred
Experience with VMware is a plus
3 years of experience in a Linux / UNIX environment, 5 years preferred
Bachelor’s degree is required

110

Product Support Specialist Resume Examples & Samples

Minimum of 2 yrs day to day working knowledge of SQL databases, Queries, Crystal Reports or Reporting Services reporting
Working knowledge of Cognos reporting software highly desired
Experienced in writing reports for Business Intelligence and trending desired
Working knowledge of a Microsoft OS-based server/client environment desired
Knowledge of FIS' products and services highly desired
Knowledge of financial services industry highly desired
Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
Excellent analytical, decision-making, problem-solving, team, and time management skills
Demonstrated ability to persuade and influence others on the best approach to take
Is resourceful and proactive in gathering information and sharing ideas
On call weekend support rotation

111

Product Support Specialist Resume Examples & Samples

2) Customer service experience in a related field such as the appliance industry is a plus
3) BA or BS degree in Business Administration, and/or related fields is a plus but not required
4) Must be proficient in Microsoft office
5) Having a mechanical background and hands on job experience from the appliance or building industry is a plus

112

Product Support Specialist Resume Examples & Samples

Work collaboratively with the Product Support team to ensure that all incoming customer/sales requests are reviewed and resolved or passed to the appropriate group
Resolve intermediate to difficult problems, while collaborating with more senior level employees on more complex problems/crosses
Identify and report training deficiencies to Product Manager or Senior Product Support Specialist. Access gaps in product offerings and work with the relevant product manager to set-up new vendors and items

113

Product Support Specialist Resume Examples & Samples

HS Diploma or GED equivalent
2+ years professional experience in customer service
The Product Support Specialist will have exposure to customer support CRM tools
Experience with Microsoft Office, PC software, OS
Exposure to payroll software or knowledge of payroll tax returns preferred
The Product Support Specialist will have the ability to work weekends and extended hours as requested during peak periods, quarter end and year end
Bilingual (English/Spanish) preferred
2+ years professional experience in customer service including chat, email and telephone

114

Customer Support Product Specialist Resume Examples & Samples

Be a subject matter expert for a the Fitbit developer platform and SDK
Work directly with product and partner teams to influence and support development of new and existing products, services, and experiences from the perspective of the customer
2+ years of experience working in a technical customer support environment, including experience working directly with product and/or engineering teams
Previous experience building or supporting developer platforms, app ecosystems, or SDKs

115

Product Support Specialist Resume Examples & Samples

Work collaboratively with the Product Support team to ensure that all incoming customer/sales requests (phone / multiple email boxes) are reviewed and resolved or passed to the appropriate group. Provide administrative support and respond to sales rep questions as needed
Manage the division’s sample room product orders / inventory, literature orders / inventory, marketing tools orders / inventory, outbound trial and evaluation product order / inventory requests, and glove box holder program
Lead the division’s Product Hold process across the company through careful investigation and resolution, and reduce expense associated
Oversee marketing campaign effectiveness and lead rep / customer follow-up process
Lead special warehouse projects like was/is, over-label, vendor debits, and special shipping requests
Lead administrative functions like semi-annual team event planning, major meeting organization and minutes, and support division president in schedule coordination and expense management
Provide in-bound phone traffic support
Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling)

116

Product Support Specialist Resume Examples & Samples

Own customer issues from start to finish
2+ years of customer service or product support experience. SaaS preferred
Familiar with: Windows, Internet Explorer, Google Chrome, Microsoft Office
Ability to multi-task and prioritize tasks as you go
Experience with small computer networks, firewalls, and antivirus software a plus
Familiarity with QuickBooks or with basic accounting principles a plus

117

Product Support Specialist Resume Examples & Samples

Customer/Client relationship management
SQL knowledge and/or experience is needed for this role
Proficiency in database management/data integrity within a Customer Relationship Management (CRM) System
Experience in Microsoft Excel (Pivot Tables, Vlookups…etc) with large datasets
Experience in Microsoft office
Experience with Accounting and Finance, General Ledger, Accounts Payable or Healthcare is preferred

118

Product Support Specialist Resume Examples & Samples

Receive and respond to all customer inquiries and complaints within a 24 to 48 hour turn-around
Advise dealers on the availability of conversion parts and assist dealer and /or customer to solve problems associated with replacement parts
Manage all assigned orders with focus on emergency orders by expediting through supply chain
Enter requisitions for order placement with supply chain
Prepare parts quotations for dealers
Daily phone and email correspondence with dealer network
Communicate to factory through the Helpdesk system- follow-up, follow-through & close issues once resolved
Complaint resolution and/or move to appropriate team member for resolution
3 years experience working in a customer service and team oriented environment
HS diploma or GED equivalent
College degree or any combination of education & experience that provides required knowledge, skills, & abilities necessary to perform the duties of this position will be considered
1+ years experience w/Oracle, ERP system or SAP
Ability to speak, read, and write fluently in the English language
Experience working within a specialized call center with strong orientation for prompt accurate response
Ability to write and communicate professionally w/both customers & co-workers
Fluency in language(s) other than English a plus

119

Product Support Specialist Resume Examples & Samples

Provide application support for clients using Epicor eCommerce Products
Document procedures and processes where required to assist clients
Produce custom reports, smart views, dashboards and custom SQL scripts for clients
Provide troubleshooting steps to development team for resolution
Work with both technical and non-technical staff to resolve issue
Be the owner of customer issues until resolution

120

Customer Support Product Specialist Resume Examples & Samples

Act as a subject matter expert for Fitbit’s in-app Social features, including Adventures, Challenges, Friends, and other interactive features
Manage scheduled reporting of customer issue trends and insights to the Social product and engineering teams, as well as leadership, including analysis and guidance for decision-makers
Maintain documentation of current and emerging issues involving Social features for customer support agents, including handling process and proper troubleshooting, and communicate updates about the resolution of these issues to customer support agents via the proper channels

121

Product Support Specialist Resume Examples & Samples

Previous applicaiton/product support experience
Coming from a call center/remote support environment
Great Customer Service Ability
Be the first point of contact for all customers' product issues and manage the resolution of those issues to ensure customer satisfaction
Provide product support via phone, email, and online with patience and professionalism
Maintain a high level of professionalism with clients and work to establish a positive rapport with every contact
Update and maintain customer records in customer management system and incident tracking software
Become an expert in the functionality of our software. Remain current on new software features and functions
Develop an overall understanding of scaffolding and the scaffolding industry
Create clear written instructions for users
Communicate simply and effectively the capabilities and functionality of the software as they are relevant to the customer's business processes and objectives
Inform development department of customer issues and feature requests
Ability to work independently and be self-starting with minimum direction
Serve as a customer advocate
Bachelor's degree, degree in a technical or training discipline, or equivalent work experience
Minimum of 3 years of successful work experience in support and/or training of end-users in software, including demonstrated experience with both technical and non-technical audiences
Excellent spoken and written English skills
Strong computer skills and ability to learn new programs quickly
Strong familiarity with Windows/PCs and Microsoft Office
Excellent interpersonal skills with a genuine enthusiasm for our products
Creative problem-solving
Effective interaction within all levels of an organization - both internally and externally
Add value immediately to a fast-paced environment
Ability to identify gaps and take initiative to recommend improvements
Demonstrated ability to respond effectively to multiple conflicting priorities, manage changing priorities and respond to unexpected changes

122

Product Support Specialist Resume Examples & Samples

Provide a positive customer experience and strive to exceed expectations by meeting deadlines and commitments; anticipate and/or identify their needs and concerns; and diligently respond to questions or requests in a timely manner
Be attentive to all internal and external customers; gather information and thoroughly research the inquiry/issue to identify the full scope and draw conclusions to support your resolutions/decisions
Structure your time effectively; balance competing project priorities, complete work in a timely manner and meet established quality expectations
Stay focused and set clear commitments and priorities; stabilize and refocus quickly when change occurs; monitor work to meet deadlines and keep others informed of progress
Enthusiastic about working directly with customers to build positive business relationships
Convey information in verbal and written forms in a constructive, clear and concise manner
Understanding of Dragon Medical Solutions for Veterans Affairs clinicians (Dragon Medical One, Dragon Medical Network Edition)
Experience working remotely

123

Product Support Specialist Resume Examples & Samples

Ability to gain a basic knowledge of all clients products with in the business area
Effective communication and customer service skills
Experience in servicing Medical Devices
Lab experience is a major plus
Biomedical technology experience is a plus

124

Product Support Specialist Resume Examples & Samples

Programming, maintenance and testing of all account specific online booking tool sub-sites
Client account SME for the online booking tool
Incident assessment and application of required steps for resolution
Non Profiled Traveler, Trip Case Corporate, TripSource Profile Manager management or similar systems, when applicable
Special projects
Reporting
Client demos
Maintaining SOPs
Research issues escalated to second level support
Determine root cause of online booking tool performance issues
Replicate error or situation if possible
Engage vendor as necessary by opening cases or completing RFEs
Track and document cases and issues

125

Product Support Specialist Resume Examples & Samples

Using proficient disease and therapy knowledge to support customers
Deliver safe and reliable customer service and product oriented technical support for Medtronic Diabetes customers
Act on training and coaching to ensure up to date product and system knowledge is maintained to meet our expected quality standards and set operational targets

126

Product Support Specialist Resume Examples & Samples

Escalation point for the Service Desk
Custom training for the Service Desk
Ensure Customer Relationship Management (CRM) tasks are fully documented and resolved or escalated to Development within Service Level Agreement (SLA) guidelines
Lead projects that will increase productivity or customer service
Provide end-to-end troubleshooting of the Company’s Products
Provide root cause analysis and recommend solutions for advanced support issues
Proactively follow through on customer issues to ensure customers concerns are addressed accurately and promptly
Implement emergency fixes for critical issues
Act as a liaison to the other business units within the Company
Work with the other business units within the Company to enhance its product line
Provide 24/7 on-call support, on a rotational basis
Install system releases
Assist in running Beta programs
Support and adhere to Company’s core values
Perform other duties or responsibilities as assigned or required
Support and adhere to Company’s Code of Conduct and Ethics Policy
Represent Company in a positive, professional manner when working with both internal and external customers
Experience with Windows desktop/server platforms and/or Unix, Microsoft Office products, SQL
Server and/or Oracle database management and queries, Networking, and Scripting
High degree of analytical skills; able to complete methodical root cause analysis
Self motivated, proactive, able to work under stressful conditions
Ability to work independently or with a team
Ability to multitask and priorities
Excellent communication, documentation, and customer service skills
Company product knowledge
Advanced knowledge with Windows desktop/server platforms and/or UNIX, Microsoft Office products, SQL Server and/or Oracle database management and queries, Networking, and Scripting
3-5 years of experience working on or directly with a Technical Service Desk
Perl, .NET Framework knowledge

127

Product Support Specialist Resume Examples & Samples

Ensure Customer Relationship Management (CRM) tasks are fully documented and resolved or escalated to
Development within Service Level Agreement (SLA) guidelines
Implement emergency fixes for critical issues Act as a liaison to the other business units within the Company
Work with the other business units within the Company to enhance its product line Provide 24/7 on-call support, on a rotational basis Install system releases Assist in running Beta programs
Ability to multitask and prioritize

128

Product Support Specialist Resume Examples & Samples

2-5 years of relevant experience (majors in Computer Science and IT preferred). Bachelor’s degree is a plus
Technical skills in the area of PC/Network Computing
Experience with Virtualization, Windows administration, MS-SQL, and network administration required
Must be able to effectively and professionally interact with customers and co-workers
Associate (CCNA), Microsoft Technology Associate (MTA), Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Professional (MCP)
One or more technology certifications in Cisco Certified Network Professional (CCNP), Cisco Certified Internetwork Expert(CCIE), Certified Wireless Network Administrator(CWNA), Cisco Certified Network
Experience with Citrix
Knowledge of additional languages (especially French and Spanish)

129

Product Support Specialist Resume Examples & Samples

Supports ongoing management and retention activities, including research to determine the root cause of the issue or problem
Identifies best approach for retaining business based on client’s situation
Communicates clearly and concisely; ensures that communication channels are open and that information and ideas are flowing in all appropriate directions; listens, asks for and uses input
LI-MM

130

Product Support Specialist Resume Examples & Samples

Assist customers with suggestions and problem-solving in areas that can include Facebook, PPC, future developed online solutions and serving as account managed phone queue support backup for account managed services � Retain customer by identifying root cause of problem and determine appropriate course of action to resolve customer�s issues on own and/or involving supporting teams �
Resolve customer�s issues through ticketing system, and acting as the voice of the customer; communicate necessary actions to departments such as Online Marketing Fulfillment, Modifications, and Billing or resolve issue on own � Independently make basic/minor changes to customer campaigns including photo edits, copy changes or properly communicate needed changes to other departments for implementation �
Handle and effectively resolve customer escalations in detailed manner. �
Set appropriate customer performance expectations and promote value of product/services � Proficiently work tickets daily; correctly document communications history, actions, and status within company systems �
Ability to fully work escalations, de-escalate angry/irate customers, and retain them with minimal Supervisor input �
Passion for customer service and solving customer questions, along with customer centric attitude �
Detailed and efficient work ethic with ability to work independently and be accountable for doing so �
Excellent verbal, written communication, and negotiation skills � Basic/introductory Photo editing skills, solid grammar and writing skills � Introductory or intermediate experience with Social Media, PPC Advertising and or SEO is ideal. Skills to obtain PPC certifications � High School Diploma required. Bachelor�s degree preferred � Spanish fluency a plus, but not required

131

Product Support Specialist Resume Examples & Samples

Answer incoming calls and emails from sales reps, customers, and customer service personnel on Capital Equipment and Furniture. Requests can range from basic product information, i.e. color options on a product, to formal quotes & pricing product. Support will entail working with various manufacturers, sales rep & other Medline departments and divisions
Quote and set-up new items as needed. Product information (photos, brochures, etc.) emailed to reps as requested. Provide pricing guidance to sales reps on quoting opportunities where requested
Work with vendors to send out product information, literature, & swatch or finish samples as requested

132

Product Support Specialist Resume Examples & Samples

Liaise among dealers, customers and other Caterpillar personnel and divisions
Be very familiar with the company’s processes, systems and methodologies
Accountable for identification, analysis and resolution of needs and problems in assigned discipline/district
Perform complex analysis work, identify and resolve problems that are more strategic in nature
Develop and meet expectations; deliver results, identify and recommend alternative courses of actions, make timely decisions and develop greater communication skills
Direct work with other Caterpillar units, customers, and possibly demonstrate skill in negotiation, building consensus and achieving compromise
Analyze and communicate marketplace and competitive activity as well as information systems and identification of Caterpillar systems advantages and shortcomings to Caterpillar and dealer personnel
Consult on existing and potential customer equipment management services with focus on the fleet management value stream and specific customer issues
Advise on and recommend ways to enhance customer loyalty
Create and promote programs that increase sales and maximize price realization and profit margins (i.e. competitive warranty programs, competitive financing, machine control and guidance, and market based customer support agreements)
Identify and supporte rollout of new products (i.e. Machine Control and Guidance, Parts, Insurance, Finance, Prime Products, Training)
Continue to develop required proficiency level in the specified foundation competencies and skills
Assist dealers in business planning including and on effectiveness of meeting expected business results
Counsel dealers to develop increased human performance capability (identify performance gap solutions)
Advise on existing and potential customer service issues and improvement measures (i.e. recommend ways to enhance customer satisfaction through training, financial/insurance services, customer support agreements, etc)
Consult with dealers on process improvement methods and assist with process evaluation
Apply decisions to support and develop product sales, dealer effectiveness, overall segment growth, NPI process, process improvement,
A college or university degree or equivalent experience
6 to 8 years prior experience in field assignments and have demonstrated the ability to work independently, to communicate effectively and to influence others in the work group, dealer personnel and customers
Demonstrated ability to work on larger scale, more complex assignments and provide direction to lower level reps on project assignments
Familiar with gas and diesel engines in marine/oil & gas industries

133

Customer Support Product Specialist Resume Examples & Samples

Subject matter expert on multiple systems and/or processes within the department
Conducts and participates in conference calls with customers, field personnel and global functions
Works with global functional teams to support best practices for areas of expertise
Trains local and global personnel on areas of expertise as needed
Continually looks for process efficiencies within area of expertise and supports local or global projects that result
Serves as subject matter expert representing the business for projects and works with project team on global integration to ensure best practices
Provides updates to leadership team on project process and updates on daily work
Works with minimal supervision and exercises judgment independently on daily activities
Bachelor's degree or equivalent experience preferred
Proficiency in Microsoft Office (Word, Excel, Powerpoint, etc) and Outlook
Problem solving and strong reasoning skills required
Qualified candidates must be legally authorized to be employed in the United States. Cook does not intend to provide sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position

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Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

Product Support Specialist Resume Examples & Samples

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