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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 At Mitel

* Provides Tier II level technical support to managed VoIP service customers and partners
* Assist with the support, provisioning, and maintenance of our Cloud Telecommunication service provider platform
* Provides installation, maintenance, MAC troubleshooting and remote support services to managed VoIP service customers and partners
* Receive, document, troubleshoot and process service request calls from customers and field technicians
* Assist technicians and customers with support for system operations, maintenance, database changes, troubleshooting, remote installations and upgrades
* Use various CRM and Database tools to perform regular tasks
* Provide second or third tier support within our customer support department
* Work with customers via email, web portal and phone to resolve network issues
* Determine the appropriate priority actions to take and have the self-motivation to deal with the service issue
* Work with other team members to help in resolving complex service issues
* Simulate or recreate user problems to resolve operating difficulties and recommend systems modifications to reduce user problems
* Monitor VOIP and CLEC Networks.
* Take corrective action as required or contact the appropriate parties to resolve issues
* Perform system updates and provisioning for the customers
* Occasionally travel to customer and vendor sites
* May be required to work various shifts in our 24x7 service center either on a scheduled or ad hoc basis.
* Take part in a 24x7 on-call rotation to ensure the complete satisfaction of our customer base on a scheduled or ad hoc basis.
* Attend and participate in internal and customer meetings
* Perform other duties as assigned by management

What Does A Product Support Representative Do At Sungard

* Provides in-depth product support to FIS clients by resolving incoming inquiries
* Responds to customer product inquiries via telephone or in written internet-based email or chat sessions
* Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters
* Documents customer information and recurring technical issues to support product quality programs and product development
* Recreates client issues in test environment, identifies/documents how applications and systems interact to support business processes
* Resolves Client concerns raised during installation, operation, maintenance or product application or compatibility matters
* Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities
* Performs other related duties as assigned

What Does A Product Support Representative Do At Wolters Kluwer

* Proficient in the support of one of technical inquiries
* Perform moderate to complex problem resolution
* Identify, resolve, and escalate issues when necessary
* Update Customer Relationship database
* Responsible for assisting customers through phone, online chat, email, etc, using provided resources (knowledge database, etc)
* Support co-workers and promote a positive work environment
* Cross train on other products, systems, and processes
* Provide general reporting on data/status to management as requested
* Participate in product or system testing and review as required
* Secure and keep confidential product and customer data.
* Promote/sell additional services and products by recognizing opportunities to see, explain new features and product information
* Participate in projects as well as process improvement initiatives

What Does A Product Support Representative Do At Legrand North America

* answering telephone “hot line” and written or internet-based inquiries from customers regarding company products, analyzing problems with non-functioning electro/mechanical equipment to identify problem areas and recommends corrective action.
* Provides product support by means of inbound phone calls, inbound emails and support request from the sales team.
* All activities are to be clearly documented for reference by other team members, the engineering group or members of the Outside sales team.
* Maintains log of problems so that recurring problems can be reported to product development.
* About the Wattstopper product line
* Here with the Wattstopper product team you'll be a member of an entrepreneurial, greentech group whose technology is helping to drive toward a net zero future.
* We pioneered the energy-efficient lighting control industry and remain atompany the forefront of this rapidly changing marketplace.
* We develop, design and manufacture products ranging from stand-alone occupancy sensors that turn lights on and off automatically, to daylighting controls which automatically adjust electrical lighting when daylight is adequate, to sophisticated networked control platforms that integrate numerous building systems and provide cutting edge benefits such as real-time monitoring and coordinated reduction of lighting, plug and HVAC loads.
* About Legrand
* Legrand is a $5
* billion global company with 30,000 employees world-wide and products sold in 180 countries.
* As the leading provider of products and systems for electrical installations and information networks wherever people live and work, Legrand delivers an unequaled depth and breadth of innovative solutions for use in residential, commercial, and industrial buildings.
* Employing more than 3,300 employees across the United States and Canada, Legrand in North America has a work environment that promotes personal advancement, pride and achievement.
* Our success is also based on our recognition that diversity – in people, products, innovation and technology – is an important strength.
* When you join our team, we provide you with the tools, knowledge and skills necessary to become the very best at your job, and to continue to advance your career.
* Visit us at:
* http://www.legrand.us
* http://www.youtube.com/legrandna
* http://www.linkedin

What Does A Product Support Representative Do At Komatsu Forklift USA, Inc.

* 1. Provide ongoing supplier relationships to existing customers including customer meetings on a regular basis to solve any product support concerns.
* Create and utilize computer generated presentations as required.
* Complete and maintain machine record data on all assigned customers utilizing the appropriate data base systems
* Promote use of branch service department through value added programs and Komatsu technical expertise to maintain and improve Service department revenues.
* Promote use of genuine Komatsu parts and competitive programs to meet Komatsu users and competitor needs to maintain and improve Parts department revenues.
* Create and develop new customer contacts to increase customer base and sales opportunities.
* Develop and provide the sales department with information regarding the potential sales of new and used equipment.
* Research, compile and present quote information to customers related to Parts and Service activities and customer requests.
* Create and maintain customer sales calls reports to insure adequate customer coverage and historic database information
* Compile and maintain lost sales reports to document market pricing and identify needed focus programs.
* Identify opportunities for improvement based on communication with customer and internal staff

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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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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

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Product Support Representative Education

Product Support Representative

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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
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

DAY IN MY LIFE IN JAPAN: Meiji Shrine, Special Tokyo Tower + Vegetarian Ramen!

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