What does a product support analyst do?
Product support analysts provide support to clients by addressing their issues through phone calls or emails. They assess the failures, systemic problems, hardware, and bugs. Their responsibilities include application and operating system configuration, recovery and maintenance, database backup, and SQL modifications. They test the products, communicate the mistakes or related issues to QA, and establish customer workarounds. Logical thinking, solving problems, and providing solutions are necessary for this job.
Product support analyst responsibilities
Here are examples of responsibilities from real product support analyst resumes:
- Manage customer expectations through use of negotiation, persuasion, diplomacy and clear communication.
- Research, troubleshot and successfully solve client issues and inquiries using Salesforce.
- Support FIS employees with proprietary software and OS issues
- Create and record support briefings using PowerPoint and Camtasia.
- Create and apply SQL queries to resolve data issues.
- Provide in-depth product support to FIS clients by resolving incoming inquiries.
- Assist with budgeting repair costs, maintenance windows, and transportation.
- Construct new products and services for the ordering and provisioning environments.
- Specialize in McKesson's CodeReview and CCU software, PC desktop version.
- Test product, communicate faults to QA, develop workarounds for customers.
- Deal with all the Linksys networking devices such as manageable switches and specialty devices.
- Utilize excellent written communication skills with a proven customer service satisfaction rating base on QA scores.
- Upgrade Nextech software on SQL servers, install workstations, set up iPads to use within the practice.
- Identify, troubleshoot, test and resolve data and applications defects for new and existing clients in timely manner.
- Provide guidance, troubleshooting, and assistance to written or internet-base inquiries by phone, PC, and WebEx.
Product support analyst skills and personality traits
We calculated that 15% of Product Support Analysts are proficient in Product Support, Escalate, and Technical Support. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Product Support Analysts that have these skills listed on their resume here:
- Product Support, 15%
Analyzed and validated Product Support operational data to identify trends, problems areas, and opportunities for improving customer experience.
- Escalate, 8%
Escalate issues to higher levels when needed with all the details with the case in question.
- Technical Support, 8%
Provided superb technical support on consumer security products, including Norton Anti-Virus and Norton Internet Security.
- Troubleshoot, 6%
Learned the vast Bose product list, from residential to commercial to military, and determined how to troubleshoot technical problems.
- Customer Satisfaction, 4%
Identified customer needs, documented open customer service matters and monitored their timely resolutions to ensure high level of customer satisfaction.
- Customer Support, 4%
Provided technical / customer support to internal agents and external client representatives.
Most product support analysts use their skills in "product support," "escalate," and "technical support" to do their jobs. You can find more detail on essential product support analyst responsibilities here:
Customer-service skills. The most essential soft skill for a product support analyst to carry out their responsibilities is customer-service skills. This skill is important for the role because "computer support specialists must be patient and sympathetic." Additionally, a product support analyst resume shows how their duties depend on customer-service skills: "expanded experience in customer support to increase organization, follow-up and quicker resolve hardware/software issues. "
Listening skills. Another essential skill to perform product support analyst duties is listening skills. Product support analysts responsibilities require that "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Product support analysts also use listening skills in their role according to a real resume snippet: "tested product, communicated faults to qa, developed workarounds for customers. "
Problem-solving skills. Another skill that relates to the job responsibilities of product support analysts is problem-solving skills. This skill is critical to many everyday product support analyst duties, as "support workers must identify both simple and complex computer problems, analyze them, and solve them." This example from a resume shows how this skill is used: "provide accurate logging of problem, all correspondence, and resolution within crm (onyx). "
Speaking skills. For certain product support analyst responsibilities to be completed, the job requires competence in "speaking skills." The day-to-day duties of a product support analyst rely on this skill, as "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." For example, this snippet was taken directly from a resume about how this skill applies to what product support analysts do: "developed and presented internal/external training materials for 10 clients to establish a robust support infrastructure. "
Writing skills. A commonly-found skill in product support analyst job descriptions, "writing skills" is essential to what product support analysts do. Product support analyst responsibilities rely on this skill because "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." You can also see how product support analyst duties rely on writing skills in this resume example: "test new software products and product upgrade releases by writing and executing qa test plans. "
The three companies that hire the most product support analysts are:
- Deloitte65 product support analysts jobs
- HealthEdge52 product support analysts jobs
- Comscore51 product support analysts jobs
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Compare different product support analysts
Product support analyst vs. Analyst lead
The duties of an analyst lead depend on one's line of work or industry of employment. Typically, their responsibilities revolve around performing research and analysis, coordinating with different departments to gather leads and data, reviewing findings, and producing reports and presentations for the stakeholders and other higher-ranking officials. Through the results, an analyst lead can provide advice, devise strategies for business optimization, spearhead the development of processes, identify strengths and weaknesses, and offer recommendations on areas in need of improvement. All of this is done while in adherence to the company's vision and mission.
These skill sets are where the common ground ends though. The responsibilities of a product support analyst are more likely to require skills like "product support," "escalate," "technical support," and "customer satisfaction." On the other hand, a job as an analyst lead requires skills like "analytics," "project management," "customer service," and "excellent interpersonal." As you can see, what employees do in each career varies considerably.
Analyst leads really shine in the finance industry with an average salary of $110,488. Comparatively, product support analysts tend to make the most money in the finance industry with an average salary of $66,957.analyst leads tend to reach higher levels of education than product support analysts. In fact, analyst leads are 10.8% more likely to graduate with a Master's Degree and 1.2% more likely to have a Doctoral Degree.Product support analyst vs. Technical support trainer
A technical support trainer specializes in creating training programs meant to mold workers into becoming valuable members of a company workforce. Their responsibilities revolve around identifying the trainees' needs, providing written and verbal instructions, addressing and resolving inquiries and concerns, conducting skills assessments, managing schedules, monitoring attendance and performance, and providing consultations to trainees. Furthermore, as a trainer, it is essential to lead and encourage trainees to achieve their goals, all while implementing and emphasizing the company's policies and regulations.
Each career also uses different skills, according to real product support analyst resumes. While product support analyst responsibilities can utilize skills like "escalate," "application support," "product management," and "application issues," technical support trainers use skills like "customer service," "sql," "tcp ip," and "technical problems."
Technical support trainers may earn a lower salary than product support analysts, but technical support trainers earn the most pay in the technology industry with an average salary of $44,355. On the other hand, product support analysts receive higher pay in the finance industry, where they earn an average salary of $66,957.technical support trainers earn similar levels of education than product support analysts in general. They're 0.4% less likely to graduate with a Master's Degree and 1.2% more likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for product support analysts in the next 3-5 years?
Babak Beheshti Ph.D.
Dean, Professor, New York Institute of Technology
-We will be witnessing a more widespread commercial deployment of 5G in 2020. With the implementation of the Standalone 5G devices based on the 3gpp release 16, we should be seeing the more robust mobile broadband deployment of 5G, wider availability of 5G smartphones, and a push towards an all 5G Network in select urban areas around the world.
-Significant growth in AI-based technologies, from face recognition and voice recognition to business intelligence and market predictions. As machines and deep learning algorithms get integrated into many applications, many industries will undergo substantial changes. AI systems will continue to interact with our phones; cars will interpret and analyze their surroundings and intelligently drive themselves. Online vendors will monitor our browsing habits, and Google decides what kind of search results to give us, based on who it thinks we are.
Product support analyst vs. Software analyst
A software analyst is responsible for creating and designing software programs and applications, as well as modifying existing ones for optimization according to business requirements. Software analysts work with the technical team to draw system codes, analyze programming languages, and ensure the stability and efficiency of software navigation by running multiple quality checks to the system. They inspect the application's performance, configure servers, and improve software infrastructure according to quality findings. A software analyst records resolution reports and provides progress updates, ensuring that the project adheres to budget limitations and set timetables.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from product support analyst resumes include skills like "product support," "escalate," "customer satisfaction," and "product development," whereas a software analyst is more likely to list skills in "c++," "software development," "test data," and "scrum. "
Software analysts make a very good living in the manufacturing industry with an average annual salary of $86,986. On the other hand, product support analysts are paid the highest salary in the finance industry, with average annual pay of $66,957.software analysts typically earn higher educational levels compared to product support analysts. Specifically, they're 6.2% more likely to graduate with a Master's Degree, and 0.7% more likely to earn a Doctoral Degree.Product support analyst vs. Business analyst
Business analysts are employees who are responsible for interpreting business data and coming up with business solutions. They are well-versed in whatever business the company is in, and they have strong business acumen. They collect data related to the business and then interpret and analyze the data. Business analysts should be able to conduct different levels of analyses and must also be able to create a sound study. Once the analysis is done, they provide recommendations or strategic direction to decision-makers that will help the business become sustainable and grow.
Types of product support analyst
Updated January 8, 2025
