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The differences between product support representatives and 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 support analyst. Additionally, a support analyst has an average salary of $75,989, 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 support analyst are customer service, troubleshoot, and technical support.
| Product Support Representative | Support Analyst | |
| Yearly salary | $36,865 | $75,989 |
| Hourly rate | $17.72 | $36.53 |
| Growth rate | 10% | 10% |
| Number of jobs | 125,112 | 107,039 |
| 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.
The role of support analysts is to resolve problems with hardware, computer programs, and peripherals. They may focus on a particular aspect of the information technology (IT) department or give technical support to end-users. They mainly detect issues with IT equipment and software and devise solutions to resolve these issues. Also, they are responsible for answering queries from users, preparing service records, and handling escalations. Support analysts also support the company's IT operations and best practices by creating and distributing relevant IT documents.
Product support representatives and support analysts have different pay scales, as shown below.
| Product Support Representative | Support Analyst | |
| Average salary | $36,865 | $75,989 |
| Salary range | Between $24,000 And $56,000 | Between $50,000 And $114,000 |
| Highest paying City | Trenton, NJ | Jersey City, NJ |
| Highest paying state | Rhode Island | New Jersey |
| Best paying company | Kronos Incorporated | The Citadel |
| Best paying industry | - | Finance |
There are a few differences between a product support representative and a support analyst in terms of educational background:
| Product Support Representative | 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 support analysts' demographics:
| Product Support Representative | Support Analyst | |
| Average age | 42 | 42 |
| Gender ratio | Male, 65.0% Female, 35.0% | Male, 63.1% Female, 36.9% |
| 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, 12.2% Unknown, 5.3% Hispanic or Latino, 14.9% Asian, 12.9% White, 54.3% American Indian and Alaska Native, 0.4% |
| LGBT Percentage | 11% | 11% |