Product Support Representative Job Description
Product support representative
provides consultative management of specialty products and services to support the sale and implementation of MINDBODY’s products and services.
Product Support Representative Duties & Responsibilities
To write an effective product support representative job description, begin by listing detailed duties, responsibilities and expectations. We have included product support representative job description templates that you can modify and use.
Sample responsibilities for this position include:
On monthly and quarterly basis governs progress towards execution of the Product Support Growth Plan, highlighting roadblocks and escalating issues to senior management
Drives opportunity generation capability PTOS & successor OLGA
Deploys Participation & Closure Tracking tool the TOA (Top Opportunity Dashboard) to Product Support Sales Managers & Parts Managers
Implements GPPS actions locally, governs progress against project plan in close collaboration with GASD
Applies Product Support Coverage standards and supports implementation of 3tier model across all territories (beyond South Africa)
Ensures Brand Compliance for Product Support
Maintains e-business strategy execution on time and on target
Drives the quantity and frequency of targeted email-Marketing Campaigns and upselling via ISR channel
Ensures Product Support Lead Management & Sales Conversion measurement (Campaign effectiveness)
Develops and implements Sales Effectiveness Learning & Development Plan (Product Support Sales Reps, Product Specialists, Over the Counter and ISRs)
Product Support Representative Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Product Support Representative
List any licenses or certifications required by the position: MCSE, CCNA, I.T, SSL, CWNA, MSHA, CEU
Education for Product Support Representative
Typically a job would require a certain level of education.
Employers hiring for the product support representative job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Education, Spectrum, Technical, Computer Science, Finance, Associates, Accounting, Engineering, Management
Skills for Product Support Representative
Desired skills for product support representative include:
Business analysis
Implementation of software products
Programming
FIS products and services
Black Knight products and services
Financial services industry
FIS products
Payer/Provider environment
Interrelationship of Information Technology and Healthcare industries
Desired experience for product support representative includes:
Previous Medical Billing and/or Call Center experience a plus
Understand the key elements of providing excellent customer service
Can balance conflicting demands and prioritize work in the most appropriate way
Able to extract and understand customer needs through discovery
Strong communication skills – written, listening and verbal
Able to engage with colleagues internally and customers alike
Product Support Representative Examples
1
Product Support Representative Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of product support representative. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for product support representative
- Contribute content for the customer portal and knowledge management system (knowledge base)
- Manage communication and approvals to support business initiatives (specification changes, product discontinuations, manufacturing changes, shipments into approved countries)
- Responsible for responding to support issues and requests for service (RFS) from customer end users
- Work closely with Level 1 support to aid in decision process
- Analyze diverse and complex problems with software applications to identify problem area(s) and provide corrective action
- Troubleshoot and resolve application issues with all supported applications
- Manage open calls to ensure appropriate resolution time
- Consult with Customer Support Specialists to develop resolutions to software and hardware problems as needed
- Proactively identify trends at customer sites with respect to hardware and software that can lead to problems
- Demonstrate the ICARE shared principles that are utilized throughout all levels of the organization
Qualifications for product support representative
- Can balance customer demands with internal constraints in a customer focused manner
- Track record of successfully handling challenging situations
- Can take responsibility for getting the job done
- Being bi-lingual is a plus
- Understanding of the financial markets is a plus
- Prior banking or lending related experiences a plus
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Product Support Representative Job Description
Job Description Example
Our company is looking to fill the role of product support representative. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for product support representative
- Provide client service supports to customers
- Schedule productions for clients based on their service preferences and survey results
- Provide after hours and weekend coverage on a rotating basis and respond to customer calls while on-call within 15 minutes
- Responsible for responding to support issues and for service (RFS) from customer end users
- Participation in an on call rotation during after hours and holidays
- Required to be in an on-call rotation
- Easily troubleshoot all feature issues
- Use and explain the results of circuit quality testing (Cloud NOC, PRTG, Path Solutions, VeloCloud)
- Meet all SLA requirements
- Take over cases that are escalated from Triage
Qualifications for product support representative
- Ability to work at operational/ tactical level contribute at strategic level/ develop strategic vision
- Domain knowledge of Trading
- As a remote employee this role requires a high level of independence, self direction, critical thinking and problem resolution skills ability to prioritize multiple conflicting urgent issues and utilizing excellent time management skill
- Ability to work overtime, primarily during busy season of December - April
- Desire to learn new things and keep abreast of developments in field
- Prior SQL experience is a plus
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Product Support Representative Job Description
Job Description Example
Our growing company is hiring for a product support representative. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for product support representative
- Become proficient in either Applications or Transport
- Take on major projects when requested
- Assist Tier 3 with server upgrades
- Utilize Tier 3 for assistance when required
- Carrier escalations
- Responsible to take inbound calls when needed
- This position requires that the agent is reachable 7x24x365
- Pull and work cases from Tier 2 when they are beyond the capability of the Tier 2 agent
- Take on major projects when required
- Interface with Infrastructure on cases that impact all MiCloud customers
Qualifications for product support representative
- Prior banking or finance related experiences a strong plus
- Prior wire funds transfer processing experiences also a strong plus
- Basic knowledge of commercial principles
- Knowledge of electronics and electrical components
- Relevant I.T
- 6+ years product application support experience
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Product Support Representative Job Description
Job Description Example
Our growing company is hiring for a product support representative. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for product support representative
- Perform Server updates as needed
- Work to maintain overall departmental goals and service levels
- Resolve inquiries/problems by using critical thinking, ingenuity, and collaboration in combination with established processes and procedures
- Follow up directly with dealers/customers to provide technical issue resolutions, including customer instruction and training resolving customer satisfaction issues
- Respond to situations where standard procedures have failed to isolate or resolve issues involving product function and design customer use experience
- Assembles new or used equipment at customer sites and ensures full functionality according to factory specifications
- Writes Product Incident Reports (PIR’s) on technical problems used to identify trends affecting design, production, service, and maintenance processes, and makes recommendations for modifications to eliminate future problems
- Writes Product Assembly Reports (PAR’s) on problems encountered during machine assemblies, reports and documentation from customers and field service technician’s, inspects malfunctioning or damaged product to determine nature and scope of problem, and recommends repair, replacement, or other corrective action
- Provides assistance to Regional Managers Customer Support, Engineering, and other departments to resolve product problems and expedite solutions
- Provides a communication link between the customer and the Regional Managers Customer Support to help ensure that effective service is provided to the customer
Qualifications for product support representative
- Sybase experience a plus
- Bachelor’s Degree with a focus on technology, computer science, mathematics
- Experience working in a customer service or support role (for experienced candidates, preferably in a software environment with troubleshooting/technical support experience)
- Customer service and team focus
- Fluency in verbal and written KOREAN and ENGLISH to professional level
- Knowledge of basic IT environments, hardware and technology (servers, networks, virtualization and cloud)
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Product Support Representative Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of product support representative. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for product support representative
- Maintenance manuals and guidelines
- Provides technical advice and assists customers in completing and submitting warranty claims and ensures parts and paperwork are returned to the factory as required
- Provides technical advice in the development of service manuals, Technical Instructions (TI’s) and Service Information’s (SI’s), Engineering Change Requests (ECR’s), and training courses
- Assists Regional Managers Customer Support, customers, and Parts personnel to ensure adequate inventory levels are maintained at site and equipment locations
- Complaint handling and resulotion
- Support internal customers on product and technical issues
- Respond to Email enquiries
- Capturing Product information in accordance with internal procedures
- As Product Support Representative, you will demonstrate a high quality of service to our customer base regarding any Protocol, Equipment, PC Hardware/ Software, Clinical Application or Procedural issue that may arise during the course of the daily operation
- Document all issues within SAP and escalate complicated hardware, software, networking issues to Tier 2 Clinical Support Engineer for resolution assistance
Qualifications for product support representative
- Opportunity for career growth as business develops
- Working knowledge of diagnostic utilities (desirable)
- Familiarity with the fundamental principles of ITIL a plus (desirable)
- Must have at least 1 year of working in a customer service role
- Experience in an investment operations role, specifically in fund accounting is a plus
- Knowledge of Customer Services procedures and operations