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Become A Senior Product Support Specialist

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Working As A Senior Product Support Specialist

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $90,000

    Average Salary

What Does A Senior Product Support Specialist Do

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. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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How To Become A Senior Product Support Specialist

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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Average Length of Employment
Top Careers Before Senior Product Support Specialist
Consultant 3.4%
Internship 3.4%
Manager 3.4%
Top Careers After Senior Product Support Specialist
Consultant 5.7%
Manager 3.8%

Do you work as a Senior Product Support Specialist?

Senior Product Support Specialist Demographics

Gender

Male

59.9%

Female

29.3%

Unknown

10.8%
Ethnicity

White

61.5%

Hispanic or Latino

14.1%

Black or African American

11.1%

Asian

8.9%

Unknown

4.4%
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Foreign Languages Spoken

Spanish

30.0%

Chinese

20.0%

Portuguese

10.0%

German

10.0%

French

10.0%

Greek

10.0%

Mandarin

10.0%
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Senior Product Support Specialist Education

Schools

University of Phoenix

12.8%

Florida State University

8.5%

Arizona State University

6.4%

Art Institute of Seattle

6.4%

University of Texas at Arlington

4.3%

University of the Pacific

4.3%

University of South Florida

4.3%

University of Michigan - Ann Arbor

4.3%

University of Central Florida

4.3%

Drexel University

4.3%

University of California - San Diego

4.3%

A-Technical College

4.3%

DePaul University

4.3%

Stanbridge University

4.3%

Bellevue University

4.3%

Northeastern University

4.3%

Mt Sierra College

4.3%

Alabama State University

4.3%

Oakton Community College

4.3%

University of Southern Maine

2.1%
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Majors

Business

21.6%

Computer Science

12.9%

Computer Information Systems

7.9%

Electrical Engineering

7.2%

Information Technology

5.8%

Marketing

5.0%

Management

4.3%

Electrical Engineering Technology

4.3%

Communication

4.3%

Accounting

4.3%

Finance

2.9%

English

2.2%

Mechanical Engineering

2.2%

Sociology

2.2%

Management Information Systems

2.2%

Computer Technical Support

2.2%

Elementary Education

2.2%

Computer Networking

2.2%

Graphic Design

2.2%

General Studies

2.2%
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Degrees

Bachelors

41.1%

Masters

18.3%

Associate

16.8%

Other

16.8%

Certificate

4.5%

License

1.0%

Diploma

1.0%

Doctorate

0.5%
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Job type you want
Full Time
Part Time
Internship
Temporary
Average Yearly Salary
$90,000
View Detailed Salary Report
$67,000
Min 10%
$90,000
Median 50%
$90,000
Median 50%
$90,000
Median 50%
$90,000
Median 50%
$90,000
Median 50%
$90,000
Median 50%
$90,000
Median 50%
$122,000
Max 90%
Best Paying Company
Nokia Siemens Networks US
Highest Paying City
San Jose, CA
Highest Paying State
Nevada
Avg Experience Level
4.3 years
How much does a Senior Product Support Specialist make at top companies?
The national average salary for a Senior Product Support Specialist in the United States is $90,591 per year or $44 per hour. Those in the bottom 10 percent make under $67,000 a year, and the top 10 percent make over $122,000.

Real Senior Product Support Specialist Salaries

Job Title Company Location Start Date Salary
Senior Product Support Lam Research Corporation Fremont, CA Sep 01, 2010 $105,000
SR Specialist Wcdma & I-Hspa Product Support Nokia Solutions and Networks Us LLC Irving, TX Sep 08, 2016 $95,040
Senior Specialist Product Support Nokia Solutions and Networks Us LLC Irving, TX Sep 16, 2015 $94,844
Senior Specialist-Applications/Product Support at&T Services, Inc. Bothell, WA Feb 01, 2011 $93,188
Senior Specialist Wcdma & I-Hspa Product Support Nokia Solutions and Networks Us LLC Irving, TX Sep 01, 2015 $93,177
Senior Specialist, Node-B Product Support Nokia Solutions and Networks Us LLC Irving, TX Aug 25, 2014 $92,984
SR. Specialist, Small Cell Product Support Nokia Solutions and Networks Us LLC Irving, TX Aug 27, 2016 $91,902
Senior Specialist, Wcdma & I-Hspa Product Support Nokia Solutions and Networks Us LLC Irving, TX Dec 12, 2014 $91,800
SR Specialist, Node-B Product Support Nokia Siemens Networks Us LLC Irving, TX Sep 21, 2013 $90,900
Senior Specialist-Application/Product Support at&T Services, Inc. Plymouth, MI Oct 07, 2016 $89,000
SR. Specialist, Wcdma BTS Product Support Nokia Solutions and Networks Us LLC Irving, TX Aug 31, 2016 $88,863
Senior Product Support Specialist Oracle Financial Services Software, Inc. Reston, VA Sep 08, 2011 $88,250
Senior Specialist, Small Cell Product Support Nokia Solutions and Networks Us LLC Irving, TX Mar 10, 2016 $86,700
SR. Specialist, Wcdma BTS Product Support Nokia Solutions and Networks Us LLC Irving, TX Aug 24, 2015 $86,275
Senior Specialist Application/Product Support at&T Services, Inc. Saint Louis, MO Nov 09, 2012 $85,503
Senior Specialist, Wcdma BTS Product Support Nokia Solutions and Networks Us LLC Irving, TX Jan 10, 2015 $85,000
Senior Product Support & Training Specialist Caridianbct, Inc. Lakewood, CO Jul 19, 2010 $85,000
Senior Product Support and Training Specialist Terumo BCT, Inc. Lakewood, CO May 28, 2012 $83,500
Senior Product Support Specialist Model N, Inc. CA Aug 22, 2011 $83,000
Senior Specialist-Application/Product Support at&T Services, Inc. Plymouth, MI Jul 10, 2013 $80,500
Senior Product Support Specialist Quintiles, Inc. Morrisville, NC Jan 29, 2015 $80,000

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Top Skills for A Senior Product Support Specialist

  1. Technical Support
  2. Product Support
  3. Customer Service
You can check out examples of real life uses of top skills on resumes here:
  • Offered educational and technical support to internal and external customers on all internet based and self-service products.
  • Provide leadership and management of daily operational performance and overall service strategy for the Product Support team.
  • Involved in Creation of Customer Service tickets and Product Anomaly/Defect tickets, Customer interaction and follow-ups in timely manner.
  • Provide significant contributions to training materials, knowledge content, improved scripting and in-product solutions for database integrity.
  • Installed, Utilized, and repaired any Microsoft BackOffice issues (Microsoft SMS and Microsoft SQL).

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Top 10 Best States for Senior Product Support Specialists

  1. District of Columbia
  2. Massachusetts
  3. Delaware
  4. Alaska
  5. Rhode Island
  6. Colorado
  7. New Jersey
  8. Minnesota
  9. Virginia
  10. Connecticut
  • (456 jobs)
  • (1,403 jobs)
  • (145 jobs)
  • (123 jobs)
  • (157 jobs)
  • (978 jobs)
  • (1,162 jobs)
  • (980 jobs)
  • (1,880 jobs)
  • (463 jobs)

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