How to hire a product support representative

How to hire a product support representative, step by step

Here's a step-by-step product support representative 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 representative job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new product support representative
• Step 8: Go through the hiring process checklist

What does a product support representative do?

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1. Identify your hiring needs

   The product support representative hiring process starts by determining what type of worker you actually need. Certain roles might require a full-time employee, whereas part-time workers or contractors can do others.

   Determine employee vs contractor status

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

   Yes

   No

   You should also consider the ideal background you'd like them a product support representative to have before you start to hire. For example, what industry or field would you like them to have experience in, what level of seniority or education does the job require, and how much it'll cost to hire a product support representative that fits the bill.

   This list shows salaries for various types of product support representatives.

   Type of Product Support Representative	Description	Hourly rate
   Product Support Representative	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	$11-26
   Support	A support employee is responsible for assisting the business operations and responding to customers' inquiries and concerns regarding its goods and services. Support logs all customers' interaction and escalates potential complaints to the appropriate department... Show more	$11-25
   Systems Support	A systems support agent is responsible for resolving system applications and network issues, performing technical configuration, and upgrading systems infrastructure. A systems support representative conducts regular maintenance and diagnostic tests on the computer applications to ensure its optimal performance and efficiency to support business operations and avoid delays in deliverables... Show more	$21-42

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Customer Service
   • Technical Support
   • Product Knowledge
   • CRM
   • Corrective Action
   • Troubleshoot
   • Strong Customer Service
   • Customer Satisfaction
   • Product Issues
   • Software Products
   • Software Applications
   • Construction Equipment
   • FIS
   • Systems Interact

   Check all skills

   Responsibilities:

   • Manage mental health portion of health insurance policies including Medicaid and Medicare and other commercial insurance plans nationwide.
   • Work with CRM to maintain contracts and business associations.
   • Detail quality CRM entry and research including report creation and editing.
   • Update pin pads, and modems and PC base POS terminals by remote software.
   • Research and troubleshoot escalate or non-escalate electronic and non-electronic money files (ACH) for payees and financial institutions.
   • Set appointments for technicians to service the products and used several systems to troubleshoot and get product working over the phone.

   More product support representative duties

3. Make a budget

   Including a salary range in the product support representative job description is a good way to get more applicants. A product support representative salary can be affected by several factors, such as the location of the job, the level of experience, education, certifications, and the employer's prestige.

   For example, the average salary for a product support representative in Mississippi may be lower than in Rhode Island, and an entry-level engineer typically earns less than a senior-level product support representative. Additionally, a product support representative with lots of experience in the field may command a higher salary as a result.

   Average product support representative salary

   $36,865yearly

   $17.72 hourly rate

   ---

   Entry-level product support representative salary

   $24,000 yearly salary

   Updated December 19, 2025

   Average product support representative salary by state

   Rank	State	Avg. salary	Hourly rate
   1	New Jersey	$56,006	$27
   2	Rhode Island	$55,922	$27
   3	Massachusetts	$53,701	$26
   4	Connecticut	$52,845	$25
   5	Maryland	$51,875	$25
   6	Delaware	$51,780	$25
   7	Pennsylvania	$51,726	$25
   8	New York	$48,904	$24
   9	Florida	$47,535	$23
   10	North Carolina	$46,994	$23
   11	District of Columbia	$46,888	$23
   12	New Hampshire	$46,699	$22
   13	Virginia	$44,647	$21
   14	Illinois	$43,890	$21
   15	Nevada	$43,874	$21
   16	Michigan	$42,882	$21
   17	Ohio	$41,705	$20
   18	Arizona	$40,119	$19
   19	Georgia	$39,537	$19
   20	Wisconsin	$39,262	$19

   Average product support representative salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	Kronos Incorporated	$84,256	$40.51
   2	Thomson Reuters	$82,501	$39.66	20
   3	Vista Equity Partners	$79,388	$38.17	2
   4	eBay	$75,696	$36.39	19
   5	FIS	$71,731	$34.49	14
   6	Cambium Learning Group	$71,569	$34.41
   7	Catapult Systems	$68,435	$32.90
   8	Bloomberg	$68,327	$32.85	19
   9	StayinFront	$66,116	$31.79
   10	VIVA USA	$64,836	$31.17
   11	A-dec	$64,435	$30.98	6
   12	Deloitte	$64,122	$30.83	768
   13	NMB Technologies	$56,976	$27.39
   14	Wells Fargo	$56,331	$27.08	49
   15	Marvin and	$53,395	$25.67	3
   16	Sunrise Systems	$52,903	$25.43	1
   17	Scientific Games	$52,574	$25.28	2
   18	Komatsu America Corp.	$52,541	$25.26	10
   19	Fidelity National Information Solutions	$52,422	$25.20	25
   20	Black Knight	$47,741	$22.95

4. Writing a product support representative job description

   A job description for a product support representative 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 representative job description:

   Product support representative job description example

   At A-dec, being an industry leader means putting people first. Always. We empower employees to develop to their highest potential. A workplace focused on total well-being for the entire family. Opportunities for technical innovation, leadership development, and personal challenge. A place to grow. We extend that same concern for people to our peers, customers, and community. It's the only way we know how to run a business.
   
   Our global headquarters, located in Newberg, Oregon, is our single largest manufacturing facility. Spread across more than 50 acres, our campus supports many teams with diverse responsibilities all working together to innovate, design, and produce creative, reliable, solutions for our customers. Our Customer Service department interacts with A-dec customers world-wide, and the Product Support Representative serves as the primary point of contact for dental operatory products and technical support, order processing, and promotional initiatives in the US and Canada.
   
   We are looking for a highly skilled customer experience champion to join our team. The ideal candidate is a quick learner and possesses strong critical thinking. The successful candidate will be handling a variety of important tasks, performing research, resolving technical issues, and troubleshooting electric, hydraulic, and pneumatic equipment related to the dental industry. As the voice of A-dec, the Product Support Representative must have excellent communication and interpersonal skill, and enthusiasm for helping customers and creating exceptional customer experiences.
   Responsibilities Troubleshoots, analyzes, and remedies customer inquiries in an accurate and timely manner, routinely following up with customers as necessary to resolve issues and generate a positive customer/partner experience.
   Supports routine technical support for products not currently produced for a specific product group.
   Logs/tracks all service or product-related defects reported in the field, collects all applicable information, and effectively communicates with necessary departments and/or individuals within the company to determine root causes and eliminate future defects.
   Acts as a liaison between customers and various company departments, escalates critical technical issues to engineering, manufacturing, product management and/or department leadership when necessary, and improves customer satisfaction through service provided.
   Develops a robust knowledge of their focused product group (i.e., Equipment, Mechanical Room, or Clinical).
   Assists customers, territory managers, and dealers with quoting, order entry, product configuration, order fulfillment, and/or policies related to their focused product group.
   Supports all current and expired (but still in use) products. May include vendor/partner manufactured products. May be designated by market product category (i.e., clinical, equipment, mechanical). Qualifications Generally, requires 1-3 years of experience in a product, customer support or account management role.
   Generally, requires experience working in a technical capacity or the ability to quickly learn technical subject matter; notably mechanical, electrical, hydraulic, and pneumatic information.
   Must be able to communicate effectively, verbally and in writing, with the ability to understand and successfully convey technical information.
   Intermediate analytical, technical, and problem-solving skills to troubleshoot complex issues, and must be able to take independent initiative to improve knowledge and skills.
   Strong interpersonal skills, with the ability to build strong relationships, with both customers and teammates.
   Intermediate organizational skills with the ability to appropriately prioritize work and effectively use systems to capture and retrieve information. Intermediate product knowledge for replacement part identification based upon issue or part description for product group. Ability to work independently, as well as in a team environment, using all available resources to accomplish work and benefit the customer. Must also have strong PC knowledge and skills. A background check and screen for the illegal use of drugs is required. A-dec is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. In addition, A-dec will not discriminate against applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another. *VEVRAA Federal Contractor” A-dec is interested in qualified candidates authorized to work in the United States for US-based positions. We are unable to sponsor or take over sponsorship of employment visas.

   Copy this example

   

5. Post your job

   There are various strategies that you can use to find the right product support representative for your business:

   • Consider promoting from within or recruiting from your existing workforce.
   • Ask for referrals from friends, family members, and current employees.
   • Attend job fairs at local colleges to find candidates who meet your education requirements.
   • Use social media platforms like LinkedIn, Facebook, and Twitter to reach potential job candidates.

   Post your job online:

   • Post your product support representative job on Zippia to find and attract quality product support representative candidates.
   • Use niche websites such as dice, engineering.com, stack overflow, it job pro.
   • Post a job on free websites.

6. Interview candidates

   Your first interview with product support representative candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of 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 representative 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 representative

   Once you've decided on a perfect product support representative candidate, it's time to write an offer letter. In addition to salary, it should include benefits and perks available to the employee. Qualified candidates may be considered for other positions, so make sure your offer is competitive. Candidates may wish to negotiate. Once you've settled on the details, formalize your agreement with a contract.

   It's also important to follow up with applicants who do not get the job with an email letting them know that the position is filled.

   To prepare for the new product support representative first day, you should share an onboarding schedule with them that covers their first period on the job. You should also quickly complete any necessary paperwork, such as employee action forms and onboarding documents like I-9, benefits enrollment, and federal and state tax forms. Finally, Human Resources must ensure a new employee file is created for internal record keeping.

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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How much does it cost to hire a product support representative?