Product Support Associate Job Description
Product support associate
provides technical support for Win 7, MS Office, VPN, Active Directory, Citrix, and the entire MS Office Suite.
Product Support Associate Duties & Responsibilities
To write an effective product support associate job description, begin by listing detailed duties, responsibilities and expectations. We have included product support associate job description templates that you can modify and use.
Sample responsibilities for this position include:
Provide loan origination support for transactions outside the HNW Lending segment outside of automated channels
Collaborate with internal functional team partners to determine suitable solutions to escalated issues product and service gaps
Interface with other internal departments global, suppliers (airlines
Respond to our users via email, phone and live chat support channels
Troubleshoot and guide users through website and app usage
Proactively stay up-to-date on new product features and improvements
Produce and maintain user guides, FAQs, videos and webinar content
Identify and communicate system issues, trends and quality metrics to our Product, QA and Development teams
Meet customer satisfaction, efficiency metrics and issue resolution targets
Work seamlessly and meet regularly with team members across departments for feedback and coaching
Product Support Associate Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Product Support Associate
List any licenses or certifications required by the position: SSL, ITIL, CWNA, CCNA
Education for Product Support Associate
Typically a job would require a certain level of education.
Employers hiring for the product support associate job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Technical, Education, Computer Science, Associates, Engineering, Business, Finance, Information Technology, Graduate, Accounting
Skills for Product Support Associate
Desired skills for product support associate include:
HTML
JIRA
Excel and SQL
MS Office Suite and basic networking concepts
Accounting software
CSS
Databases and security protocols
MS Office Suite and networking concepts
Programming language
Programming language would be an advantage
Desired experience for product support associate includes:
Assume responsibility for your own training and increasing their knowledge base as it relates to this position, making a personal commitment to use all resources available to achieve this goal
Demonstrate ability to perform all position related tasks and master position requirements while providing a superior level of customer service in order to earn advancement
Receive average score of 80% or better on monthly quality control checks
Consistently meet established KPI targets as defined on the DPM
Show intermediate proficiency using Siebel CRM tool
Collaborate with the development of new team members by being part of the mentor program and assist in OJT process
Product Support Associate Examples
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Product Support Associate Job Description
Job Description Example
Our company is hiring for a product support associate. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for product support associate
- Analyze complex, real world, unique problems
- Respond to inquiries on product offering, process, system, , via email, chat and/or phone appropriately
- Development of SOP’s and batch records
- Ensure that biennial SOP reviews and document updates are performed
- Perform batch preparation
- Handle exceptions and investigations related to production
- Monitoring of exceptions and corrective actions as appropriate
- General quality-related support of audits and inspections
- Perform relevant training of Manufacturing Associates
- Provide superior customer service by ensuring the quality and level of support meets or exceeds the customers' and Truven Health' expectations
Qualifications for product support associate
- Ability to handle critical issues, communicate with other teams during the problem resolution process and communicate (notifications) to internal and external customers
- May be required to provide training to new hires, colleagues and/or customer
- Ability to create and maintain procedural documentation, CIR etc
- Organizes data or information in a logical and useful manner
- French, German or Italian as a second language is a plus
- Professional fluency in written and spoken English (proficient level) and German
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Product Support Associate Job Description
Job Description Example
Our company is growing rapidly and is looking for a product support associate. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for product support associate
- Accurately document all support activity in the tracking system in a timely manner
- Propose improvements to products and processes (via knowledge base articles, support bulletins)
- Build productive cross-departmental relationships
- Provide support to customer applications questions and analyzes potential issues using diagnostic tools and recommending corrective actions
- Develop and maintain positive customer relations by delivering outstanding customer service
- Knowledgeable of federal and other regulations, QSR’s, ISO, ISO 13485, CMDR
- Coordinate resolution for complicated product and service escalations which first line support teams in the Client Service Center cannot solution
- Work closely with first line support teams in the Client Services Center to ensure smooth handoffs and complete resolution of issues
- Collaborate with internal partners (PBG Sales, Product, Service) to determine suitable solutions to repeated escalated issues and identify strategic product and service gaps
- Responsible for competitive intelligence gathering
Qualifications for product support associate
- Any additional Foreign Language is a plus (French, Italian, German…)
- Document problems and issues, determine available resources and course of action for resolution
- Minimum of 2 years financial service, securities based lending
- Ensure exceptional advisor/speaker experience by providing timely updates to stakeholders relative to contracting and onboarding
- Monitor and report on the implementation of individual and overall advisor/speaker faculty thought leader plans
- Support the identification of, and partnership with, thought leaders/advisors
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Product Support Associate Job Description
Job Description Example
Our company is searching for experienced candidates for the position of product support associate. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for product support associate
- Perform assays
- How to troubleshoot software problems, data entry mistakes, printing issues, and system setup options
- Information about Windows operating systems
- Coordinate with various functions within the
- Company to ensure customer requests are handled appropriately and in a timely manner
- Talk with tax practitioners from the major accounting firms and major corporations from all over the world - every day!
- Answer their questions on how to use our software
- Discuss complex issues with senior members of our staff
- Identifies and resolves issues with applications, following agreed procedures
- Carries out agreed operational procedures, possibly including browser network configuration, installation and maintenance
Qualifications for product support associate
- Reports design, reliability and maintenance problems or bugs to product engineers
- Proficient (written and verbal) in English, Hindi, Tamil (preferred) and Sinhalese (preferred)
- Consult with agency on commercial Thought Leader (TL) selection
- Collaborate with and maintain the relationship with agency partners, and key stakeholders that support thought leader/speaker faculty activities
- Support brand speaker relationships
- Serve as the subject matter expert for the team regarding contract status, CAP, for all contacted activites for the brand
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Product Support Associate Job Description
Job Description Example
Our growing company is hiring for a product support associate. 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 associate
- Maintains secure configuration, applying and maintaining tools, techniques and processes to identify, track, log and maintain accurate, complete and current information
- Accepts responsibility for creation of test cases using own in-depth technical analysis of both functional and non-functional specifications
- Uses the tools and techniques for specific areas of release and deployment activities
- Provides expertise and support on use of methods and tools as originated by the product development, architecture and engineering teams
- Oversee the activities of the Product Support Engineering team
- Collaborate with R&D organization contribute to the R&D roadmap, acting as the interface between R&D and GCS
- Hire and train associates to ensure adequate staffing to cover workload
- Define standard operating procedures (SOPs) and consistent processes that ensure efficient resolution of issues
- Manage key client escalations such as site downs or major production issues
- Oversee the design, development, and deployment of support tools to improve productivity or performance
Qualifications for product support associate
- Solid GMP experience is a plus (or alternatively ISO)
- You can demonstrate a successful track record in documentation and project processes
- You have experience in conducting and writing investigations
- You should be able to work under the documentation requirements laid down by GMP
- You work thoroughly and pay attention to details
- As a person, you work independently and can bring your knowledge into action proactively
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Product Support Associate Job Description
Job Description Example
Our innovative and growing company is hiring for a product support associate. 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 associate
- Deeply understand how various aspects of our product integrate together – including data flow, underlying algorithms, client-side logic, and UX components
- Troubleshoot product issues escalated from clients or Account Managers
- Design and implement reporting solutions that enable product managers to make effective decisions
- Quality testing of the product prior to new product releases
- Liaise with other business groups including Client Services, Sales, Marketing and Software Development to define product requirements
- Assist with the creation of wireframes that clearly convey product features and functionality to a web designer and contribute to the web/graphics design effort
- Work closely with the Documentation team to define product functionality for bswift release documents and help documentation
- Reports directly to the 1st Level Product Support Supervisor
- Performs any tasks assigned by the Supervisors, Team Leads or Seniors
- Performs Product Support functions and provides routine support to travel agencies in accordance to the set service standards
Qualifications for product support associate
- Provide oversight to the UAT Team and coordinate user testing as needed
- Provide user support during production incidents and proactively communicate status
- Experience with customer support activities with sensitivity to customer needs and expectations
- Professional interpersonal and communication skills, both verbal and written
- Ability to work well with others in team-oriented environment
- Personal ownership of professional development