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The differences between product support representatives and support leads 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 lead. Additionally, a support lead has an average salary of $86,816, 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 lead are customer service, cash management, and POS.
| Product Support Representative | Support Lead | |
| Yearly salary | $36,865 | $86,816 |
| Hourly rate | $17.72 | $41.74 |
| Growth rate | 10% | 10% |
| Number of jobs | 125,112 | 98,872 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 61% | Bachelor's Degree, 58% |
| 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 support lead is typically in charge of overseeing the performance of a technical support team, ensuring efficiency and customer satisfaction. Their responsibilities revolve around assessing the performance of the workforce, resolving complex issues, identifying customer needs and sales opportunities, and training new team members. They may also perform calls and correspondence, respond to inquiries, and resolve issues promptly. Furthermore, as a support lead, it is essential to perform clerical tasks such as preparing progress reports, managing schedules, and maintaining records of transactions.
Product support representatives and support leads have different pay scales, as shown below.
| Product Support Representative | Support Lead | |
| Average salary | $36,865 | $86,816 |
| Salary range | Between $24,000 And $56,000 | Between $63,000 And $118,000 |
| Highest paying City | Trenton, NJ | San Francisco, CA |
| Highest paying state | Rhode Island | California |
| Best paying company | Kronos Incorporated | Apple |
| Best paying industry | - | - |
There are a few differences between a product support representative and a support lead in terms of educational background:
| Product Support Representative | Support Lead | |
| Most common degree | Bachelor's Degree, 61% | Bachelor's Degree, 58% |
| Most common major | Business | Business |
| Most common college | Stanford University | Stanford University |
Here are the differences between product support representatives' and support leads' demographics:
| Product Support Representative | Support Lead | |
| Average age | 42 | 42 |
| Gender ratio | Male, 65.0% Female, 35.0% | Male, 52.3% Female, 47.7% |
| 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, 10.5% Unknown, 5.3% Hispanic or Latino, 15.1% Asian, 14.6% White, 54.1% American Indian and Alaska Native, 0.4% |
| LGBT Percentage | 11% | 11% |