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Become A Product Support Analyst

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Working As A Product Support Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

What Does A Product Support Analyst Do At E*Trade Financial

* This role is responsible for all tier 2 level support of front line service reps for E
* TRADE Corporate Services applications.
* The role will be tasked with troubleshooting inbound cases to the point of resolution.
* Troubleshooting may require attempting to duplicate reported situations in test environment or sandbox using multiple browsers, data sets, etc
* All situations which are unable to be resolved can be escalated to a tier 3 level technical development team where this person will be responsible for managing the ticket to closure.
* Provide front-line primary functional and technical support to end users on various situations and problems relating to ETCS applications and services
* Provide exceptional customer service in person, via phone and email as appropriate
* Responsible for responding to, documenting and resolving service tickets in a timely manner
* When appropriate, escalate / route tickets to appropriate Technology staff members and manage ticket until resolved
* Perform administration duties for early closures, holidays, etc...
* Own problem / incident management and assist with documenting root cause analysis on wide impacting issues
* Communicate regularly with internal stakeholders & SMEs to ensure support processes are meeting expectations of internal and external users
* Provide to the Content Manager a summary document of client facing production defects scoped for each major release, detailing the cause of the defect and what is being resolved with the release
* Maintain accurate departmental procedures for the purpose of audit
* Contribute to the content in the departmental knowledge base

What Does A Product Support Analyst Do At Gulfstream

* 1. Analyzes existing Product Support technology processes and removes / resolves bottlenecks, business risks, and inefficient activities, to drive improved processes.
* Recommends and implements process improvements based on either technology or business process improvements (or both).
* Ensures the maintenance of existing Product Support business technology process maps and drives the creation of new process maps as the Product Support business evolves.
* Drives the creation of Product Support process improvement strategies that align with business objectives.
* Interprets performance metrics to establish improved Product Support business process.
* Drives the creation of ERP strategies for better business performance.
* Provides strategic direction on business facing projects and maintains knowledge of their progress.
* Communicates with the Product Support business and technology team members at all levels.
* Reviews Business Requirement Documents to ensure the expectations of the Product Support business are achieved.
* Prioritizes Product Support business initiatives 11.
* Identifies and resolves prioritization conflicts.
* Develops, motivates and directs a matrixed staff creating a team environment.
* Collaborates with peers and Technology Solutions team members.
* Drives the implementation of innovative mechanisms to support Product Support business transformational activities.
* Communicates the technology teams strategy and priorities to ensure integration into the Product Support business practices, budgeting, and planning.
* Communicates the Product Support business strategies and priorities to the technology team to ensure integration into the technology team’s budgeting and planning.
* Ensures the adherence to technology standards.
* Identifies and uses key financial indicators in order to measure business performance 19.
* Reviews, manages, proactively challenges, and controls status of projects operation of programs and budgets.
* Perform other duties as assigned

What Does A Product Support Analyst Do At Palmer Group

Review policies in various states of completionFollow up on necessary information for policiesCommunicate with various internal and external clients regarding information neededResearch and analyze policies to find solutions to problemsComplete other tasks as assigned

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How To Become A Product Support Analyst

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Product Support Analyst jobs

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Product Support Analyst Demographics

Gender

  • Male

    55.4%
  • Female

    41.6%
  • Unknown

    3.0%

Ethnicity

  • White

    75.8%
  • Hispanic or Latino

    10.6%
  • Asian

    10.5%
  • Unknown

    2.4%
  • Black or African American

    0.8%
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Languages Spoken

  • Spanish

    48.5%
  • French

    12.1%
  • Portuguese

    9.1%
  • German

    6.1%
  • Russian

    6.1%
  • Chinese

    3.0%
  • Ukrainian

    3.0%
  • Yoruba

    3.0%
  • Cantonese

    3.0%
  • Mandarin

    3.0%
  • Korean

    3.0%
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Product Support Analyst

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Product Support Analyst Education

Product Support Analyst

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Real Product Support Analyst Salaries

Job Title Company Location Start Date Salary
Product Support Analyst Wilbur-Ellis Company Tukwila, WA Apr 08, 2015 $112,000
Product Support Analyst Barclays Services Corp New York, NY Oct 19, 2015 $95,000
Associate, Product Support Analyst Jpmorgan Chase & Co. Dallas, TX Sep 10, 2016 $94,000
Product Support Analyst Facebook, Inc. Menlo Park, CA Aug 27, 2015 $90,063
Product Support Analyst Barclays Services Corp. New York, NY Oct 05, 2015 $90,000 -
$110,000
Principal Product Support Analyst Infor Global Solutions, Inc. Mountain View, CA Oct 01, 2012 $85,000
Technical Business Product Support Analyst Zenex Partners, Inc. Pleasanton, CA Aug 08, 2016 $83,480
Principal Product Support Analyst Infor (Us), Inc. Grand Rapids, MI Jan 07, 2016 $81,432
Product Support Analyst & Architect Technosoft Corporation Morrisville, NC Sep 15, 2015 $80,000
Product Support Analyst Imagine Software, Inc. New York, NY Oct 01, 2011 $80,000
SR. Product Support Analyst Infor (Us), Inc. Framingham, MA Apr 02, 2014 $75,405
SR. Product Support Analyst Infor Global Solutions, Inc. Framingham, MA Oct 20, 2012 $75,405
Senior Product Support Analyst McKesson Corporation Milpitas, CA Sep 14, 2015 $71,000 -
$82,000
Principal Product Support Analyst Infor Global Solutions, Inc. Grand Rapids, MI Jul 01, 2013 $68,729
Product Strategy/Support Analyst Senior Jpmorgan Chase & Co. Chicago, IL Apr 21, 2013 $66,600
Technical Product Support Analyst Camp Systems International Inc. Ronkonkoma, NY Sep 03, 2014 $65,120 -
$80,000
Principal Product Support Analyst Infor (Us), Inc. Dallas, TX Sep 25, 2015 $65,000
Principal Product Support Analyst Infor Global Solutions, Inc. Dallas, TX Jan 15, 2011 $65,000
Principal Product Support Analyst Infor Global Solutions, Inc. Dallas, TX Sep 27, 2011 $65,000
Product Support Analyst/Engineer Dawar Consulting, Inc. Alpharetta, GA Nov 04, 2014 $62,610
Product Support Analyst Imagine Software, Inc. New York, NY Oct 01, 2009 $62,500
Product Support Analyst Orpine, Inc. Chicago, IL Jan 02, 2016 $60,000
Product Support Analyst Aerospace Technologies Group Inc. Boca Raton, FL Oct 01, 2012 $60,000
Product Support Analyst Infor Global Solutions, Inc. Tulsa, OK Oct 26, 2010 $60,000

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Top Skills for A Product Support Analyst

ProductSupportMicrosoftSQLServerTechnicalSupportDataIntegrityProceduresWebTroubleshootWindowsXPHardwareIssuesRemoteCustomerServiceCustomerSupportCustomerSatisfactionFinancialBackupComplianceTechnicalIssuesQASymantecKnowledgeBase

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Top Product Support Analyst Skills

  1. Product Support
  2. Microsoft SQL Server
  3. Technical Support
You can check out examples of real life uses of top skills on resumes here:
  • Assisted in product support for all locations.
  • Administer Microsoft SQL Server databases.
  • Team Coordinator position assumed responsibilities beyond technical support for external customers.
  • Analyzed and resolved data integrity and technical issues.
  • Consulted users to identify current operating procedures and to clarify program capabilities.

Top Product Support Analyst Employers

Product Support Analyst Videos

A Career as an IT Support Professional

Career Advice on becoming a Senior Technical Manager by Natasha H (Full Version)

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