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Product support specialist Job Description

Product support specialist Job Description Template

As a product support specialist, you'll be responsible for providing technical assistance and support to customers who have purchased a company's products. This may involve troubleshooting, diagnosing and resolving technical issues, and providing guidance on product usage and maintenance. Your excellent communication and problem-solving skills will be essential in this role.

Responsibilities:

  • Provide technical support and assistance to customers who are experiencing issues with the company's products
  • Investigate customer issues and identify the root cause of the problem
  • Collaborate with other teams, such as development or quality assurance, to find solutions and resolve customer issues
  • Document customer interactions and solutions in a CRM system
  • Create and update product documentation and knowledge base articles to help customers troubleshoot issues on their own
  • Participate in product testing and quality assurance to ensure products are meeting customer needs and expectations
  • Provide feedback to the product development team about customer concerns and suggestions for product improvements
  • Deliver training and support to internal teams, such as sales and customer service, to ensure they have the knowledge and resources to support customers effectively

Requirements:

  • Excellent verbal and written communication skills to effectively communicate technical information to customers and team members.
  • Strong problem-solving skills to identify and resolve complex technical issues.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • In-depth knowledge of the product and its features to provide prompt and accurate support to customers.
  • Excellent organizational skills to manage multiple tasks simultaneously and prioritize workload effectively.
  • Experience in customer support or technical support role preferred.
  • Familiarity with help desk software and ticketing systems.
  • Bachelor's degree in computer science, engineering, or a related field preferred.