How to hire a product support consultant

How to hire a product support consultant, step by step

Here's a step-by-step product support consultant hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a product support consultant job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new product support consultant
• Step 8: Go through the hiring process checklist

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1. Identify your hiring needs

   Before you start hiring a product support consultant, identify what type of worker you actually need. Certain positions might call for a full-time employee, while others can be done by a part-time worker or contractor.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   A product support consultant's background is also an important factor in determining whether they'll be a good fit for the position. For example, product support consultants from different industries or fields will have radically different experiences and will bring different viewpoints to the role. You also need to consider the candidate's previous level of experience to make sure they'll be comfortable with the job's level of seniority.

   The following list breaks down different types of product support consultants and their corresponding salaries.

   Type of Product Support Consultant	Description	Hourly rate
   Product Support Consultant	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... Show more	$24-56
   Help Desk Analyst	Help Desk Analysts generally provide technical support by assisting customers with their system issues. These analysts are expected to be highly knowledgeable about application processes and basic troubleshooting... Show more	$12-25
   Trainee	Trainees' general responsibility is to familiarize themselves with the best practices and processes of their chosen careers. Some of the trainee's duties include shadowing with a tenured employee to understand various tasks, taking practical examinations to test knowledge extent, maintaining the eagerness to learn and a positive working attitude, assisting with customer inquiries, escalating concerns, and maintaining record progress... Show more	$12-26

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Product Support
   • Customer Satisfaction
   • CRM
   • Technical Support
   • Product Knowledge
   • Level Support
   • SME
   • Technical Issues
   • Customer Support
   • Customer Service
   • Client Support
   • Business Plan
   • SQL
   • Ricoh

   Check all skills

   Responsibilities:

   • Provide SharePoint development and administration, budget and financial reporting; manage invoicing; and develop training manuals and user guides.
   • Create scripts with UNIX to identify system malfunctions.
   • Identify difficult issues relate to system analysis by developing test scripts in the Unix environment, which verify system functionality.
   • Perform QA inspections/retrofit modifications on new inventory and existing field equipment.
   • Define and document a new application architecture which load client databases with properly format data using in-house develop Java ETL applications.
   • Coordinate closely with medical offices/private practices to ensure that paperwork require is complete and error-free as required by Medicare and Medicaid.

3. Make a budget

   Including a salary range in your product support consultant job description is a great way to entice the best and brightest candidates. A product support consultant salary can vary based on several factors:

   • Location. For example, product support consultants' average salary in nebraska is 48% less than in connecticut.
   • Seniority. Entry-level product support consultants earn 57% less than senior-level product support consultants.
   • Certifications. A product support consultant with a few certifications under their belt will likely demand a higher salary.
   • Company. Working for a prestigious company or an exciting start-up can make a huge difference in a product support consultant's salary.

   Average product support consultant salary

   $77,858yearly

   $37.43 hourly rate

   ---

   Entry-level product support consultant salary

   $51,000 yearly salary

   Updated December 16, 2025

4. Writing a product support consultant job description

   A job description for a product support consultant role includes a summary of the job's main responsibilities, required skills, and preferred background experience. Including a salary range can also go a long way in attracting more candidates to apply, and showing the first name of the hiring manager can also make applicants more comfortable. As an example, here's a product support consultant job description:

   Product support consultant job description example

   Job DescriptionRole description:
   
   Lead and direct cross-functional technical and agency business teams to support complex agency contact center solutions. Provide technical oversight and develops strong customer relationship and contact center business operations understanding.

   • Confident in a client facing role and possess the ability to manage multiple stakeholders.
   • Coordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements.
   • Coordinate issue communication and resolution with multiple other tech teams in the event of a problem.
   • Review support tickets with agency leadership and oversee any support questions from other team members that might be working on one of those agencies’ tickets.
   • Act as a SME accessible by other team members to discuss and work through possible ways to achieve or a design a requested IVR enhancement.
   • Builds Call flow designs, Chat and integration to backend systems using application program interfaces (API).
   • Skills based routing design and implementation for voice, chat, and SMS contact center technology
   • Works with the Architecture team to design, develop, and deploy APIs, consume APIs.
   • Understand business requirements with the ability to translate to technical requirements
   • Prepare design documents based on business requirements for the application development
   • Experience with cloud-based SaaS/PaaS/IaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure.

   • Keep up to date on vendor products and enhancements and use the information as needed to improve customer usage of our supported platforms.

   
   Critical Skills:

   • Ability to program in scripting languages such as JavaScript.
   • Ability to develop, maintain, and troubleshoot webservice API calls.
   • NICE CXone Studio experience. (Formerly in Contact).

   
   Desired Skills:

   • Base knowledge of intersystem networking, and data traffic flow between components.
   • Ability to troubleshoot Chrome and Edge issues when interacting with a Web based application.

   
   Skills Matrix
   
   Contact Center Development experience (NICE CXONE , Genesys Interaction Routing Designer, Amazon etc.., ) – 5+ years
   NICE CXone Studio experience – 2-3+ years
   Ability to program in scripting languages such as Javascript – 4+ years experience
   Ability to develop, maintain, and troubleshoot webservice API calls – 5+ years of experience
   

   Copy this example

   

5. Post your job

   To find product support consultants for your business, try out a few different recruiting strategies:

   • Consider internal talent. One of the most important talent pools for any company is its current employees.
   • Ask for referrals. Reach out to friends, family members, and your current work to ask if they know any product support consultants they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit entry-level product support consultants with the right educational background.
   • Social media platforms. LinkedIn, Facebook, and Twitter have more than 3.5 billion users, and they're a great place for company branding and reaching potential job candidates.

   Post your job online:

   • Post your product support consultant job on Zippia to find and recruit product support consultant candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   To successfully recruit product support consultants, your first interview needs to engage with candidates to learn about their interest in the role and experience in the field. You can go into more detail about the company, the role, and the responsibilities during follow-up interviews.

   It's also good to ask about candidates' unique skills and talents. You can move on to the technical interview if a candidate is good enough for the next step.

   Sometimes, it's not enough to interview product support consultant candidates, so you can ask them to do a test project. If you are not a technical person and don't know what a test project should be, you can use these websites:

   • TestDome
   • CodeSignal
   • Testlify
   • BarRaiser
   • Coderbyte

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new product support consultant

   Once you've selected the best product support consultant candidate for the job, it's time to write an offer letter. In addition to salary, this letter should include details about the benefits and perks you offer the candidate. Ensuring that your offer is competitive is essential, as qualified candidates may be considering other job opportunities. The candidate may wish to negotiate the terms of the offer, and you should be open to discussion. After you reach an agreement, the final step is formalizing the agreement with a contract.

   You should also follow up with applicants who don't get the job with an email letting them know that you've filled the position.

   Once that's done, you can draft an onboarding schedule for the new product support consultant. Human Resources should complete Employee Action Forms and ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc. They should also ensure that new employee files are created for internal recordkeeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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