Specialist, Product Support Job Description

Specialist, Product Support Job Description

159 votes for Specialist, Product Support
Specialist, product support provides tier 1 support for desktop/laptop platforms, Windows OS, directory services, print services, telephony, and A/V systems.

Specialist, Product Support Duties & Responsibilities

To write an effective specialist, product support job description, begin by listing detailed duties, responsibilities and expectations. We have included specialist, product support job description templates that you can modify and use.

Sample responsibilities for this position include:

Coordinate with the Street team to solve technical challenges faced by our clients
Partner with the other Pipeline Engineers to coordinate and balance the load across geographical regions
Develop expertise on Shotgun, Toolkit, and RV, their APIs and scripting capabilities, and share your knowledge with the entire Shotgun community
Amaze clients and potential clients with exceptional attention and detailed follow-through
Support the growth of the client base by providing timely solutions to technical constraints
Work with the entire Street Team to promote Client Health and Happiness on a daily basis - using GoTo Meeting, HipChat, Email, Wiki, Phone, Shortwave Radio - whatever you need to get the job done
Balance your time, proactively heading off problems and reactively addressing client requests
Document and automate processes whenever possible to ensure that future issues can be solved quickly
Work with colleagues to troubleshoot problems in software, hardware, networks and systems
As part of the support team, perform technical troubleshooting, and data analysis to determine root causes of application, integration and product features problems

Specialist, Product Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Specialist, Product Support

List any licenses or certifications required by the position: ITIL, CCNA, ASCP, ISO, ECP, JNCP, MS, SSI, MT, MLT

Education for Specialist, Product Support

Typically a job would require a certain level of education.

Employers hiring for the specialist, product support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Business, Technical, Education, Engineering, Technology, Associates, Marketing, Information Systems, Finance

Skills for Specialist, Product Support

Desired skills for specialist, product support include:

Business analysis
FIS products and services
Implementation of software products
Working with IntelliMatch
Call center telephony and technology
Customer service principles and practices
Derivatives Markets and Products and Customer business processes and needs
Desktop domains and Windows security
Operating systems

Desired experience for specialist, product support includes:

Experience applying your Shotgun knowledge on a Film, VFX, Animation, or Games Production
Exposure and familiarity with the Shotgun Python API
College diploma/degree or equivalent work experience
Experience with JavaScript, Python, Ruby, Linux, PostgreSQL
Experience with Asset Management and Review and Approval systems
The job holder will be a graduate, with a strong academic record

Specialist, Product Support Examples


Specialist, Product Support Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of specialist, product support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for specialist, product support
  • Work closely with product teams to monitor the health of their product and corresponding support metrics
  • Project manage product and feature launches for the Support team, to ensure the on-time arrival of our content and Supporter training
  • Serve as the cross-functional partner, and knowledge expert, representing Support for other teams within the company
  • Shadow and interact with Supporters and Community Managers on a regular basis to capitalize on their expertise and insight
  • Set and work towards quarterly targets relating to customer satisfaction, and contact volume metrics
  • Participates in the activities of global expertise network leaders to drive TechDirect knowledge management execution
  • Analyzes product problems and recommends solutions
  • Assist management by reviewing existing operational policies and procedures to assure that best practices are followed
  • Responsible for reviewing and reconciling referrals from department sales officers and preparing all monthly pipeline, referral and sales reporting
  • Responsible for creating spreadsheets for analytical support and providing monthly partner and market sales analysis reports
Qualifications for specialist, product support
  • Must display a team-oriented approach with the ability to establish solid relationships with diverse groups of individuals both inside and outside the organization
  • Travel (25 to 30%) may be required
  • Knowledge of thermal cameras preferable
  • AAS Degree or equivalent technical certificate and/or experience in a field service/technological industry position preferred
  • SQL Server skills – Understand basic structure of Fields, Tables, and be able to write queries
  • Personal / People Skills / Experience

Specialist, Product Support Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of specialist, product support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for specialist, product support
  • Program strings, rules and required lists in online booking tool
  • Add, update, delete messaging as required
  • Create and maintain SOP (standard operating process) documents for all new and modified processes
  • Work in conjunction with navigation, technology and operations teams to ensure online booking tool optimization for all users
  • Suggest initiatives and process improvements
  • Help facilitate communication between Customer Support, Development, and other supporting teams
  • Assist with Live Operations requests and follow through with resulting investigations
  • Maintain extensive up to date knowledge of Blizzard products and services
  • Serve as a point of contact for complex escalation issues that current tools and processes do not support, recommend solutions and improvements to tools and process
  • Review and influence Product Support and Service Tech projects and policies
Qualifications for specialist, product support
  • Intermediate to advanced knowledge of hospital biomedical departments or repair depot facilities preferred
  • Ability to plan, organize, prioritize and independently solve problems seeking help when necessary
  • Knowledge of software development processes and concepts
  • Deep technical expertise in supported ERP products
  • Experience troubleshooting at a code level in at least one object oriented language
  • 4 years of customer contact center or service experience that supports implementation, and troubleshooting of software applications and related technology infrastructure, or equivalent

Specialist, Product Support Job Description

Job Description Example
Our company is hiring for a specialist, product support. 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 specialist, product support
  • Incident Management - Responsible for discussing Post Mortems with Supervisor and Manager to derive initial draft
  • Manages & responds to customer inquiries and/or complaints received via phone, email or alternate channels
  • Recommends Permatex products as solutions to customer inquiries as appropriate
  • Responds to inquiries from internal or external customers and takes actions as needed
  • Provides solutions to inquiries and escalates issues according to company practices
  • Forwards issues to appropriate internal parties for resolution when called for
  • Documents customer inquiries for tracking
  • Works with Product Management & Innovation teams to identify and resolve product issues and highlight opportunities for new products based on end user feedback
  • Keeps abreast of market trends and changes to identify / suggest New Product Initiatives for evaluation
  • Works collaboratively with Customer Service group to share information and improve communication and process execution
Qualifications for specialist, product support
  • Experience supporting Active Directory is a plus, exposure to Terminal and Citrix servers environment
  • Must have an innate desire to learn and develop own technical skills beyond the limits of the daily role
  • Demonstrate the ability to formulate solutions to an issue based on information available
  • Demonstrate the ability to quickly learn and use new software
  • Computer applications -- Oracle, E-mail, OMS, Internet
  • Bachelor’s degree in Engineering or other similar technical degree is preferred

Specialist, Product Support Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of specialist, product support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for specialist, product support
  • Take customer feedback and engage in follow up activities
  • Provide Technnical and Parts Support internal and external customer
  • Review and judge warranty claims
  • Drive process and system related projects from a regional point of view
  • Financial follow up of warranty cost
  • Manning a first level support desk in a rotating shift environment, responding to incoming telephone and email queries from clients, logging faults and diagnosing issues
  • Investigating reported data issues thoroughly through the data network and on to the client delivery, following up on these issues with clients, and then closing relevant tickets according to procedures
  • To attend client meetings with Account Managers or Sales Executives as required or requested to discuss service requirements, conduct KYC engagements
  • Partner with both the Account Managers and Product Groups to provide valuable client feedback
  • To be fully aware of product enhancements or developments
Qualifications for specialist, product support
  • Must be customer service oriented and take ownership
  • Basic Computer skills and Familiarity with Microsoft Office Tools
  • Passionate about analyzing information to solve problems
  • Maintain calm under pressure and manage customer expectations during high severity incidents
  • Thrive independently with minimal direction to manage multiple projects, priorities and deadlines
  • Experience in Call Center / Support Desk

Specialist, Product Support Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of specialist, product support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for specialist, product support
  • Study and be proficient in new product offerings or current product revisions as they arise
  • Remain versed in current prescriptive standards such as FM and NFPA as they are updated and revised
  • Participate in weekly after-hour call rotation
  • Provide training and hands-on instruction to sales field
  • Provide first tier Clinical support via phone, email, online web tools
  • Open and handle multiple service calls daily
  • Facilitate log retrievals from customer systems and assist with log processing and analyzing
  • Conduct service call reviews and customer follow up calls daily
  • Process product RMA’s and submit service orders in a timely manner
  • Coordinate product replacement logistics and in-field repair scheduling to align with the department goal of the 24 hour product replacement metric
Qualifications for specialist, product support
  • Technology certifications in Cisco Certified Network Professional (CCNP), Cisco Certified Internetwork Expert(CCIE), Certified Wireless Network Administrator(CWNA), Cisco Certified Network
  • A minimum of 2 years customer service and/or game testing experience
  • Ability to clearly convey complex issues, breaking them down into simple terms depending on audience
  • Available and willing to work long hours, particularly around patches/launches
  • Must command a strong understanding of Blizzard customer service tools and game platforms
  • General knowledge of Supply Chain operations with the ability to assist customers with questions regarding contracts and Supply Chain application issues

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