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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
  • $70,905

    Average Salary

What Does A Product Support Analyst Do

Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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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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Help others decide if this is a good career for them

Average Length of Employment
Support Analyst 2.3 years
Support Specialist 2.3 years
Top Employers Before
Analyst 7.2%
Internship 4.7%
Supervisor 3.4%
Manager 3.0%
Top Employers After
Owner 4.0%

Do you work as a Product Support Analyst?

Product Support Analyst Demographics

Gender

Male

55.4%

Female

41.7%

Unknown

2.9%
Ethnicity

White

58.3%

Hispanic or Latino

15.0%

Black or African American

11.6%

Asian

10.8%

Unknown

4.2%
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Languages Spoken

Spanish

45.5%

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%

Thai

3.0%

Korean

3.0%
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Product Support Analyst Education

Schools

University of Phoenix

18.9%

Missouri State University

8.1%

Temple University

5.4%

University of Nebraska at Omaha

5.4%

Arizona State University

5.4%

North Carolina State University

4.1%

University of Florida

4.1%

University of Central Florida

4.1%

University of Akron

4.1%

Strayer University

4.1%

Community College of the Air Force

4.1%

Tennessee Technological University

4.1%

Texas A&M University

4.1%

Northeastern University

4.1%

Gwinnett Technical College

4.1%

Auburn University

4.1%

University of Maryland - College Park

4.1%

Loras College

2.7%

Moraine Valley Community College

2.7%

Ohio University -

2.7%
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Majors

Business

28.1%

Computer Science

12.4%

Computer Information Systems

7.9%

Information Technology

6.4%

Electrical Engineering

4.9%

Finance

4.1%

Accounting

4.1%

Project Management

3.4%

Psychology

3.0%

Health Care Administration

3.0%

Marketing

3.0%

Management Information Systems

2.6%

Education

2.6%

History

2.6%

Economics

2.2%

Mathematics

2.2%

Management

1.9%

Biology

1.9%

Computer Networking

1.9%

Communication

1.9%
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Degrees

Bachelors

49.3%

Other

16.0%

Masters

15.8%

Associate

13.5%

Certificate

3.7%

Diploma

1.2%

Doctorate

0.5%
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Part Time
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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
Support Analyst-Mobile Products Keynote Systems, Inc. San Mateo, CA Jun 01, 2013 $87,486
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

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  1. Technical Support
  2. Product Support
  3. SQL
You can check out examples of real life uses of top skills on resumes here:
  • Provide technical support of Sunrise Clinical Manager Microsoft SQL database, using Clarify Solutions.
  • Trained, supported, and was primary second- and third-level escalation path for product support agents, installers, and technicians.
  • Utilized SQL and UNIX skills to resolve various interface, hardware/software and database issues in Oracle, Ingres and DB2.
  • Analyzed, coordinated and implemented customer requests and global core system database parameters.
  • Generated and maintained web documents (wiki) that organized product information needed to provide service not covered by product documentation.

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Top Product Support Analyst Employers

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Jobs From Top Product Support Analyst Employers

Product Support Analyst Videos

A Career as an IT Support Professional

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