The main goal of a product support specialist is to educate prospective and current customers on the products offered by their companies. Product support specialists may also travel to customers' homes to do installations or provide troubleshooting support. These professionals may specialize in certain areas, such as software and technical support for companies. This field, for example, requires product support specialists to make sure software and hardware continue to function as intended, as well as either resolving customer issues or walking customers through how to resolve issues themselves.
Product support specialists work in a wide variety of fields; one of the main areas of employment for product support specialists is retail sales. Product support specialists may also work directly for manufacturers creating instruction manuals that accompany products sold to the public. These specialists may also work in call centers or answer phone calls for customers that have questions or need technical support for products.
Since product support specialists work directly with customers, good communication skills are a must. Specialists that work in more technical fields may need technical certificates and potentially postsecondary degrees for employment. Previous experience in product support may be preferred - or required - by employers as well.
Product Support Specialist Tasks
- Consider site-specific information like hardware, operating system, and user requirements to appropriately resolve problems.
- Install applications, hardware, parts, and/or equipment.
- Confer with customers to identify problems, replicate them, and troubleshoot for root cause.
- Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps.