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The differences between product support representatives and customer support analysts can be seen in a few details. Each job has different responsibilities and duties. It typically takes 1-2 years to become both a product support representative and a customer support analyst. Additionally, a customer support analyst has an average salary of $65,147, which is higher than the $36,865 average annual salary of a product support representative.
The top three skills for a product support representative include customer service, technical support and product knowledge. The most important skills for a customer support analyst are customer service, customer support, and technical support.
| Product Support Representative | Customer Support Analyst | |
| Yearly salary | $36,865 | $65,147 |
| Hourly rate | $17.72 | $31.32 |
| Growth rate | 10% | 10% |
| Number of jobs | 125,112 | 116,811 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 61% | Bachelor's Degree, 62% |
| Average age | 42 | 42 |
| Years of experience | 2 | 2 |
Product support representatives are skilled employees who are responsible for performing tasks related to product support services. These representatives must provide excellent customer service as well as technical and product support by responding to phone calls and emails of their customers. They must advise their customers on preventative maintenance and configurations that may negatively affect product performance. Product support representatives are also required to document all activities and communications about problems related to product support services and report them with the development team for solutions.
A customer support analyst is responsible for assisting customers with their service issues, responding to their inquiries and concerns, and resolving their complaints. Customer support analysts strategize techniques in improving the customer's experience by providing outstanding customer services. They also review quality audits and logs to determine the efficiency and effectiveness of services and modify procedures as needed. A customer support analyst must have excellent communication and organizational skills to look for customer solutions that would highly improve the company's reputation to the market.
Product support representatives and customer support analysts have different pay scales, as shown below.
| Product Support Representative | Customer Support Analyst | |
| Average salary | $36,865 | $65,147 |
| Salary range | Between $24,000 And $56,000 | Between $42,000 And $99,000 |
| Highest paying City | Trenton, NJ | San Francisco, CA |
| Highest paying state | Rhode Island | New Jersey |
| Best paying company | Kronos Incorporated | SAP |
| Best paying industry | - | Technology |
There are a few differences between a product support representative and a customer support analyst in terms of educational background:
| Product Support Representative | Customer Support Analyst | |
| Most common degree | Bachelor's Degree, 61% | Bachelor's Degree, 62% |
| Most common major | Business | Business |
| Most common college | Stanford University | Stanford University |
Here are the differences between product support representatives' and customer support analysts' demographics:
| Product Support Representative | Customer Support Analyst | |
| Average age | 42 | 42 |
| Gender ratio | Male, 65.0% Female, 35.0% | Male, 59.9% Female, 40.1% |
| Race ratio | Black or African American, 11.3% Unknown, 5.4% Hispanic or Latino, 16.4% Asian, 10.0% White, 56.5% American Indian and Alaska Native, 0.4% | Black or African American, 13.1% Unknown, 5.3% Hispanic or Latino, 15.2% Asian, 10.5% White, 55.5% American Indian and Alaska Native, 0.4% |
| LGBT Percentage | 11% | 11% |