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Become A Product Support Representative

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Working As A Product Support Representative

  • 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 Representative 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 Representative

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 Representative jobs

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Product Support Representative Career Paths

Product Support Representative
Service Manager Operations Manager General Manager
Account Manager
5 Yearsyrs
Service Manager General Manager Account Executive
Business Development Manager
9 Yearsyrs
Outside Sales Representative General Manager Senior Manager
Chief Information Officer
11 Yearsyrs
Product Support Manager Product Manager Program Manager
Chief Technology Officer
11 Yearsyrs
Business Analyst Senior Manager Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Account Manager Sales Manager
Director Of Sales
10 Yearsyrs
Product Manager Development Manager Information Technology Manager
Director Of Technology And Services
11 Yearsyrs
Business Analyst Information Technology Manager Director Of Information
Director, Technical Operations
11 Yearsyrs
Territory Manager Sales Manager District Manager
District Sales Manager
7 Yearsyrs
Sales Manager Specialist Engineer
Engineering Manager
10 Yearsyrs
Technical Support Trainer Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Service Representative Account Manager
Product Manager
7 Yearsyrs
Sales Manager Operations Manager Business Analyst
Quality Assurance Manager
9 Yearsyrs
Outside Sales Representative Account Executive
Relationship Manager
6 Yearsyrs
Service Representative Specialist Account Manager
Sales Account Manager
6 Yearsyrs
Account Manager Account Executive
Sales Manager
5 Yearsyrs
Territory Manager Account Manager
Senior Account Manager
7 Yearsyrs
Product Manager Sales Consultant Solution Specialist
Solutions Manager
8 Yearsyrs
Technical Support Trainer Project Manager General Manager
Territory Manager
7 Yearsyrs
Product Support Manager Project Manager Senior Manager
Vice President Of Information Technology
12 Yearsyrs
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Average Length of Employment
Product Specialist 2.6 years
Support Specialist 2.3 years
Representative 2.1 years
Support Associate 2.0 years
Support 2.0 years
Top Employers Before
Internship 5.0%
Manager 4.6%
Technician 3.3%
Cashier 3.3%
Top Employers After
Consultant 4.3%

Product Support Representative Demographics

Gender

Male

64.3%

Female

33.5%

Unknown

2.2%
Ethnicity

White

81.1%

Hispanic or Latino

8.8%

Asian

7.1%

Unknown

2.2%

Black or African American

0.8%
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Languages Spoken

Spanish

41.2%

French

11.8%

Carrier

11.8%

Portuguese

5.9%

Nepali

5.9%

Vietnamese

5.9%

Hindi

5.9%

Arabic

5.9%

Bengali

5.9%
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Product Support Representative Education

Schools

University of Phoenix

17.1%

Eastern Michigan University

7.3%

Cardinal Stritch University

6.1%

Missouri State University

6.1%

Ashford University

6.1%

Western Michigan University

4.9%

Michigan State University

4.9%

Virginia Commonwealth University

3.7%

Wayne State University

3.7%

Central Michigan University

3.7%

Georgia State University

3.7%

Kennesaw State University

3.7%

Strayer University

3.7%

University of Toledo

3.7%

University of Massachusetts Amherst

3.7%

University of Louisiana at Lafayette

3.7%

Grand Canyon University

3.7%

University of Pittsburgh -

3.7%

Bryant and Stratton College

3.7%

Valencia College

3.7%
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Majors

Business

32.8%

Computer Science

9.6%

Accounting

7.7%

Computer Information Systems

5.9%

General Studies

4.0%

Marketing

3.7%

Information Technology

3.7%

Electrical Engineering

3.4%

Education

3.4%

Management

3.4%

Communication

2.8%

Psychology

2.8%

Criminal Justice

2.5%

Mechanical Engineering

2.5%

Information Systems

2.2%

Mathematics

2.2%

Liberal Arts

1.9%

Management Information Systems

1.9%

Music

1.9%

Finance

1.9%
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Degrees

Bachelors

43.8%

Other

27.3%

Associate

12.0%

Masters

9.7%

Certificate

5.1%

Diploma

1.1%

Doctorate

0.8%

License

0.2%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Product Support Representative Salaries

Job Title Company Location Start Date Salary
SR. Product Support Representative, International Tax Thomson Reuters (Tax & Accounting) Inc. Carrollton, TX Sep 02, 2015 $97,822
SR. Product Support Representative, International Tax Thomson Reuters (Tax & Accounting) Inc. Carrollton, TX Mar 27, 2015 $97,822
Product Support Representative Deere & Company Thibodaux, LA Nov 20, 2014 $96,075 -
$106,075
Product Support Representative Deere & Company Thibodaux, LA Aug 06, 2014 $81,700 -
$90,000
Transfer Pricing Product Support Representative Thomson Reuters (Tax & Accounting), Inc. Hoboken, NJ Sep 17, 2016 $72,309
Product Support Representative-Transfer Pricing Thomson Reuters (Tax & Accounting), Inc. Hoboken, NJ Sep 20, 2013 $67,820
Enterprise Solutions Product Support Representative Bloomberg L.P. New York, NY Apr 26, 2016 $65,000 -
$85,000
Enterprise Solutions Product Support Representativ Bloomberg, LP New York, NY Sep 30, 2014 $65,000
Product Support REP 4 McKesson Corporation San Diego, CA Feb 06, 2014 $59,100 -
$97,500

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Top Skills for A Product Support Representative

In-DepthProductSupportPartsSalesCustomerServiceSkillsTechnicalSupportCustomerSupportWindowsTroubleshootTechnicalIssuesCaterpillarCustomerSatisfactionPhoneCallsCustomerIssuesCustomerBaseServiceSalesProductLineWebNewCustomersProductKnowledgeSoftwareApplicationsInternalTraining

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Top Product Support Representative Skills

  1. In-Depth Product Support
  2. Parts Sales
  3. Customer Service Skills
You can check out examples of real life uses of top skills on resumes here:
  • Coordinated parts sales and small machine sales and rentals between customers and parts countermen and management.
  • Utilize excellent customer service skills to resolve customer issues.
  • Consult with technical Support on more difficult user problems.
  • Provided global technical and customer support functions through telephone and remote access, ensuring excellent customer service and satisfaction.
  • Facilitated the training of new team members on proprietary software and functionality on Windows and Macintosh operating systems.

Top Product Support Representative Employers

Product Support Representative Videos

Sample Call Tech Support

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