Support Product Specialist Resume Samples

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Guide the recruiter to the conclusion that you are the best candidate for the support product specialist job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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MM
M Miller
Matilde
Miller
449 Giuseppe Knoll
New York
NY
449 Giuseppe Knoll
New York
NY
Experience Experience
01/2016 – present
Chicago, IL
Technical Support Product Specialist
Chicago, IL
Technical Support Product Specialist
01/2016 – present
Chicago, IL
Technical Support Product Specialist
01/2016 – present
  • To perform this job successfully, an individual should have excellent working knowledge of MS Outlook, Word, Excel and Internet Explorer
  • Assist Marketing with proofreading literature and manuals with regards to accurate technical content
  • Provide Technical Support for products via telephone, email and chat to Dealers and End-Users for Core Brands control products, primarily Elan Home Systems
  • Provide Dealers with product and installation updates via phone, email and chat
  • Participate in the annual major industry events, such as CEDIA at management approval
  • Participate in the development of Technical Services training programs
  • Participate in the development of Dealer training programs
04/2011 – 10/2015
Dallas, TX
Customer Support Product Specialist
Dallas, TX
Customer Support Product Specialist
04/2011 – 10/2015
Dallas, TX
Customer Support Product Specialist
04/2011 – 10/2015
  • Manage scheduled reporting of customer issue trends and insights to product teams and leadership, including analysis and guidance for decision-makers
  • Works with minimal supervision and exercises judgment independently on daily activities
  • Provides updates to leadership team on project process and updates on daily work
  • Independently provide guidance to product owners, marketing teams, and executives regarding how customers will react and how the business will be impacted by the design of a given product or feature
  • Work with Field Testing team to understand user feedback in order to anticipate customer questions and concerns
  • Works with global functional teams to support best practices for areas of expertise
  • Serves as subject matter expert representing the business for projects and works with project team on global integration to ensure best practices
07/2005 – 01/2011
Boston, MA
Product Support Specialist
Boston, MA
Product Support Specialist
07/2005 – 01/2011
Boston, MA
Product Support Specialist
07/2005 – 01/2011
  • Responsibility for managing, controlling, preparing and escalating risk within the scope of the position
  • Direct communication with external service providers including third-party administrators, external auditors, general partners/directors, etc. as well as with internal teams including Legal, Compliance, Accounting, Product Management, Portfolio Management, Risk and Audit
  • Ensure completion of daily/monthly position reporting in Hong Kong and Australia via a service provider
  • Complete and submit fund subscription and redemption documentation to underlying fund managers, coordinating with Legal, Accounting and Product Management
  • Complete and maintain cash account opening documentation for new fund launches
  • Oversee registered office and corporate secretary service providers to ensure completion of annual filings and payment of fees in Cayman and Delaware
  • Assist Product Management teams with their coordination of annual and ad hoc board meetings
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
The University of Alabama
Bachelor’s Degree in Computer Science
Skills Skills
  • Good knowledge of working with Oracle and SQL relational databases management systems. Strong knowledge of SQL scripting
  • Strong technical skills with the ability to learn new applications quickly
  • Ability to work assigned schedule on a reliable and predictable basis
  • Ability to work assigned schedule (2nd shift) on a reliable and predictable basis
  • Strong computer skills and ability to learn new programs quickly
  • Strong analytical and problem solving skills, ability to quickly and correctly assess the impact, complexity and urgency of customer requests
  • Strong attention to detail with focus on quality of work
  • Become highly knowledgeable in the specifications, capabilities and operation of Garmin products
  • Ability to gain a basic knowledge of all clients products with in the business area
  • Ability to focus on quality and accuracy of work product; outstanding attention to detail
Create a Resume
1

Product Support Specialist Resume Examples & Samples

  • Associate’s degree is preferred with two or more years’ experience in golf or computer technology
  • Analytical and problem solving skills essential
  • Well organized with attention to detail
  • Teamwork and interpersonal skills are vital
  • Patience for all types of technology users is required
2

Product Support Specialist Resume Examples & Samples

  • Responsibility for ensuring that you are fully aware of and adhere to internal policies that relate to you, your business or other businesses for which you have any level of responsibility. It is your responsibility to ensure compliance with operational risk requirements
  • Responsibility for managing, controlling, preparing and escalating risk within the scope of the position
  • Responsibility for reading, understanding and complying with the Company's Conduct and Standards and corresponding regulations. You will be notified of changes to policies in a timely manner through announcements and/or intranet updates
  • Act with integrity and due skill, care and diligence in carrying out your duties. Your actions should always be able to satisfy high standards of scrutiny
  • Observe proper standards of market conduct. Responsibility to ensure that you take reasonable steps to be fully aware of, understand and comply with all regulatory requirements from all regulatory bodies that are applicable to your business
3

Product Support Specialist Resume Examples & Samples

  • Direct communication with external service providers including third-party administrators, external auditors, general partners/directors, etc. as well as with internal teams including Legal, Compliance, Accounting, Product Management, Portfolio Management, Risk and Audit
  • Complete and submit fund subscription and redemption documentation to underlying fund managers, coordinating with Legal, Accounting and Product Management
  • Oversee registered office and corporate secretary service providers to ensure completion of annual filings and payment of fees in Cayman and Delaware
  • Assist Product Management teams with their review/approval of investor transfer requests and liaise with Legal and General Partner/Director as needed
  • Compile fund information from providers for completion of quarterly and annual regulatory reporting
  • Requirements for the registered investment advisor, such as Form ADV, Form PF, NFA CPO/CTA, MAS, and AIFMD
  • Cross train with team members on maker/checker roles for trade instructions, compliance reporting and
  • Regulatory filing requirements across all product offerings
  • Undergraduate degree in Business Administration, Accounting or Finance
  • Ability to handle multiple tasks effectively
  • Ability to work within tight deadlines
4

Product Support Specialist Resume Examples & Samples

  • Ability to manage and prioritize workload to meet established service level agreements for all business segments using various systems resources, and technical knowledge
  • Act as liaison between ADP, regions, banks, and clients through strong verbal and written communication skills
  • Prepare written correspondence and spreadsheets
  • Possess effective problem solving analysis and resolution skills
  • Appropriately escalate issues to ensure timeframes and deliverables are met
  • Prioritize critical issues and have the ability to identify and analyze potential system problems that may impact service quality and financial risk
  • Facilitate action plans with inter-department and region associates in a positive and supportive manner to resolve issues
  • Strong ability to work under pressure of time constraints
  • Provide training and technical support as needed
  • Maintain an effective and cohesive working relationship with peers and management
  • Retain current knowledge of all products and risk policies
  • Assist with special projects as needed
  • Prior client service, banking, risk management, or financial transaction processing experience is required
  • College level education preferred
5

Product Support Specialist Resume Examples & Samples

  • Telephone Support
  • Return Email Support
  • Log all issues in CRM package to manage work flow and for future knowledge base reference
  • Collaborate with teammates, requesting help or offering help to others in team environment
  • Escalate issues to next level support when appropriate
  • Report bugs by investigating reported issues and documenting defects to bug tracking software
  • Utilize experiential learning to increase knowledge of both the industry and technology
  • Show initiative by making product suggestion or noting improvements in internal processes
  • Associate’s degree is preferred with two or more years of experience in golf or computer technology
6

Product Support Specialist Resume Examples & Samples

  • Meet established service delivery guidelines such as customer satisfaction, phone based activities, and schedule adherence
  • Facilitate resolution of complex technical issues in all areas of assigned products by collecting the necessary data or recreating in house
  • Provide suggestions for alternate support options for customer issues that are not related to the supported products
  • Act as a point of contact for customers during support incident, keeping them updated on the status of reported problems
  • Report software defects and customer suggestions to appropriate responsible groups
  • Share knowledge through the contribution of articles to the knowledgebase
  • Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed
  • Perform other duties and projects as assigned
  • Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function
  • Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed
  • Participate in problem solving usually pertinent to project deliverables and requiring the analysis of several factors. Solutions are determined within broadly defined methods and techniques and may require the application of specific professional/technical knowledge to develop solutions
  • Help promote an effective team environment
  • Effectively interact with peers both inside and outside project/functional area to accomplish goals and achieve cooperation
  • Familiarity with one or more current enterprise operating systems is a must: Unix, Linux, HPUX, Solaris, AIX
  • Experience with current enterprise database product and technology is a must. (MSSQL/Oracle)
  • Experience in the use and configuration of Web HTTP and application servers
  • An understanding of programming logic is an asset
  • Previous document management experience is an asset
  • An understanding of networking and network security is an asset
  • Strong communication skills - written, oral, and technical
  • High level of patience and composure
  • 1 plus years of similar or relevant experience, degree or diploma
  • Experience in a Customer Service role is an asset
  • Customer Orientation
  • Accountability
  • Technical Mastery
  • Commitment
  • Innovation
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Product Support Specialist Resume Examples & Samples

  • Understanding of VoIP conferencing and associated technologies
  • Related Bachelor's Degree or equivalent
  • 4 to 6 years customer support experience
  • VoIP support experience (Audio codecs, Broadsoft, Asterisk server knowledge desired)
  • Knowledge of SIP, H.323, and IP protocols and ability to analyze sniffer traces
  • Candidates should have experience installing, managing, deploying, configuring, and maintaining Lync 2010/2013 Server, Office Communications Server 2007 R2, and related technologies. In addition, candidates should have experience using and configuring Active Directory and network infrastructure components that support the deployment and ongoing management of Lync Server 2010/2013 or Office Communications Server 2007 versions. MCITP certification preferred
  • A working knowledge of VoIP testing tools such as SIP or similar preferred
  • Must be highly organized and detail-oriented
  • Must have the ability to work under pressure.   
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Product Support Specialist Resume Examples & Samples

  • Proven ability to employ critical thinking and logic to analyze and troubleshoot problems to their root cause
  • Excellent customer service and communications skills (verbal and written)
  • Possession of the skills required for working in a team environment
  • Strong understanding of the fundamental operations of a modern IP based network running Video Conferencing (TCP/IP, routing, switching, firewalls, H.323, SIP, VoIP)
  • Basic understanding of ISDN networking and H.320
  • Strong understanding of the Microsoft suite including but not limited to Client/Server OS, AD (LDAP), SQL, OCS/Lync, and Exchange
  • Possession of the following certifications is a strong plus
  • CCNA (Cisco Certified Network Associate)
  • Microsoft certificates related to the technologies listed above
  • WCNA (Wireshark Certified Network Analyst)
  • VCP (VMWare Certified Professional)
  • Five or more years of customer support experience in a technical support environment is a strong plus
  • Bachelor’s Degree or equivalent experience is a plus
  • Ability to communicate in spoken and written Spanish or Portuguese is a plus
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Product Support Specialist Resume Examples & Samples

  • Understand technical issues raised by customer
  • Configure, trouble shoot and resolve complex issues for the customers
  • Use labs environments to re-create complex customer problems
  • Use remote trouble shooting session in resolving the customer issues
  • Analyze complex logs to troubleshoot customer issues and then provide the effective resolutions
  • Document troubleshooting and problem resolution steps
  • Provide training to customers when required
  • Offer an expert level support in Voice and Video technologies
  • Take overall ownership of technical issues, and working with different teams resolve more advanced issues when necessary
  • Assist in program reviews/providing feedbacks to partners, customers and engineering leadership
  • Build/Maintain relationships with key external and internal stake holders
  • Share the best practices/lessons learned with rest of the teams
  • Good understanding and experience in Voice and Video technologies
  • Excellent understanding for various voice and video protocols like Sip ,H232 ,MGCP etc
  • Prior experience in capturing the sniffer traces and identifying the issue from the logs and sniffer results
  • Good understating for Various Microsoft produces (Exchange ,LDAP ,AD,Link ,OCS etc) and IBM products link sametime
  • Ability/prior experience to analyze complex logs
  • Proven track record in Voice ,Video and Networking with remote trouble shooting experience
  • Self-learner who is enthusiastic in continuous learning and good team player
10

Product Support Specialist Resume Examples & Samples

  • Report any and all out-of-line conditions affecting customer satisfaction
  • Develop and maintain department and company image and philosophy to the public
  • Become highly knowledgeable in the specifications, capabilities and operation of Garmin products
  • Answer customer technical inquiries regarding Garmin products via telephone, letters, fax and electronic mailMonitor, document and report failure trends in Garmin equipment
  • Identify and recommend improvements in Garmin products, documentation and procedures
  • Must be team-oriented, possess a positive attitude and work well with others
  • Must possess a demonstrated ability to grasp new concepts quickly
11

Product Support Specialist Resume Examples & Samples

  • Become a product expert in all parts of Convertro's offering
  • Act as the technical lead for the Product Support team, teaching and training other agents on newly acquired skills and processes
  • Manage and triage inbound support tickets regarding product usage and performance, data consistency, and account management
  • Work with and support the Account Management, Advanced Analytics, and Implementation teams on data review and QA, as well as bug resolution
  • Have a full understanding of when to escalate an issue, and which parties are appropriate to involve
  • Document and automate processes whenever possible to ensure that we can quickly solve issues if they come up again
  • Advanced proficiency in Excel and data analysis
  • Minimum 1 year of experience in a fast-paced internet technology and/or start-up environment
  • Demonstrated curiosity and willingness to learn new technical skills at previous positions
  • Solid understanding of internet tracking and digital marketing technology
  • Analytical experience using Convertro, Google Analytics, SiteCatalyst, or other marketing analytics tools
  • Experience troubleshooting digital marketing tracking implementations
  • SQL knowledge is a plus, but at the least, you must be willing to learn
  • Experience functioning as a link between technical and business teams
  • Experience working with Linux
12

Product Support Specialist Resume Examples & Samples

  • Support 30+ Ticketmaster software applications and services, including: Archtics, AccessManager, AccountManager, eEntry, Event Management Tool, Host, Kiosk, PCI, Permissioning, TMMessenger, TM360, WPS, etc
  • Support a variety of issues from clients (i.e. venues/concert halls) & internal TM staff
  • Work within a Help Desk environment engaging daily with a virtual team of approx. 40 people
  • Remain logged in to phone software, averaging 10-20 calls per day
  • Record all support interactions in Salesforce (case tracking system) and log 25+hrs of support time each week
  • Contribute to Knowledge Base in order to facilitate customer self-service
  • Participate in training to develop and maintain knowledge
  • Open 7 days a week, 365 so weekend and holiday shifts are a part of this role
  • Previous experience in a technical support role / helpdesk environment or Box Office / Ticketing experience with some technical expertise
  • Self starter attitude and ability to stay productive without supervision
  • Ticketmaster proprietary software knowledge preferred over Microsoft knowledge
  • Understanding of SQL and HTML desired
  • Work under pressure to meet targets and deadlines
  • Excellent time management and organizational skills and the ability to react to changes requiring re-prioritization of workload
  • Communicate effectively at all levels of the organization over the telephone and face to face
  • Handle difficult clients in a positive and confident manner
13

Product Support Specialist Resume Examples & Samples

  • Consulting on existing and potential customer asset management services with focus on the fleet management value stream and specific customer issues
  • Creating and promoting programs that increase sales while maximizing price realization and profit margins
  • Supporting rollout of new and continuing to develop required proficiency level in the specified foundation competencies and skills
  • Understand and keep current on customer/dealer market and needs and understand how and why decisions are made within their work group and organization
  • Responsible for applying those decisions to support and develop product sales, dealer effectiveness, overall segment growth, NPI process, process improvement and warranty policy
  • Incumbents may provide direction to less experienced personnel
  • Stay abreast of industry and technology changes and relate those changes to Caterpillar, dealer and customer needs
  • Bachelor degree in Marine Engineering, Maritime Studies or equivalent with at least 7 years prior experience in field assignments
  • Demonstrated the ability to work independently and to communicate effectively with others in the work group, dealer personnel and customers
  • Excellent interpersonal and communication skills are required in order to deal with sensitive issues, multicultural and multi-technical audiences, and persuade others inside and outside the department to take specific actions
  • Incumbents will have demonstrated the ability to work on increasingly more complex assignments and provide direction to lower level reps on project assignments highly desirable that the candidate also has marine specific training and/or field experience, have project management experience, and react in all situations with a sense of professionalism and urgency
  • It is highly desirable that the candidate also has marine specific training and/or field experience, have project management experience, and react in all situations with a sense of professionalism and urgency
14

Product Support Specialist Resume Examples & Samples

  • Manage backend operations for the execution of sales deliverables
  • Grow key sales initiatives and partnerships
  • Manage cross-channel marketing efforts
  • Develop/improve Stay & Play product
  • Identify and implement best practices for processes
  • Manage reporting and analytics
  • Create report templates for the sales team
  • Manage SalesForce data
  • Integrate DFP, Omniture and Mircrostrategy reporting with SalesForce
  • Aid sales team with custom reporting and presentations
  • Computer/internet expertise required
  • 3+ years of relevant work experience
  • Sales development and/or marketing experience a plus
  • Effective project management skills a strong plus
  • Ability to execute a number of parallel tasks and work with cross-functional teams on a day-to-day basis required
  • Golf Knowledge a plus
15

Product Support Specialist Resume Examples & Samples

  • Investigate, triage and resolve issues with the ads products
  • Identify confusion from bugs, identify solutions and advise the Sales team/advertisers to accomplish the advertisers' desired outcome
  • Partner with Forensics, Product, Marketing, Engineering and training teams to drive up product quality and understanding of product usage
  • Communicate known issues to the Sales team and their customers
  • Lead analysts in complex investigations to improve user and advertiser experience on the platform
  • Inform, influence, and execute new strategies and tactics using sound analysis and impact metrics to support your positions
  • Lead data projects, define KPI's, spec data product requirements, work with engineering to ensure a successful implementation, analyze and provide actionable insights
  • Apply your expertise in quantitative analysis, data mining, and data visualization to tell the story behind the numbers and understand advertiser sentiment better
  • Develop and lead end-to-end project plans and ensure on-time delivery of critical Integrity initiatives
  • Coach and mentor junior members on the team to drive impactful results
16

Product Support Specialist Resume Examples & Samples

  • Develop and maintain technical documentation for Shotgun products
  • Create visuals in your favorite image editing software
  • Create visual media including videos and presentations
  • Gain in-depth knowledge of Shotgun products
  • Extract details from technical meetings, product, engineering and design specifications, and hands-on testing of the products
  • Foster teamwork and collaboration across work group and with other areas of Shotgun and Autodesk
  • Analyze support ticket trends to create or adapt appropriate learning materials to enhance ease of use
  • Create new feature documentation for the Product Team
  • Improve video offering by leveraging the resources of the Street Team
  • Keep up with industry trends that enhance documentation effectiveness and ease-of-use
  • Foster the User Community through social engagement
  • Identify ways of improving documentation usability by gathering customer feedback
17

Product Support Specialist Resume Examples & Samples

  • Bachelor’s degree in Computer Science, Business Information Technology, a technical marketing degree, or related field
  • Minimum 1 year applied experience in web technologies such as HTTP, HTML/JavaScript, Flash/AS3, XML
  • Experience using a ticketing system like JIRA, Salesforce.com, Zendesk, Bugzilla, etc
  • Very strong communication skills and the ability to speak and write professionally to clients
  • Prioritize work in alignment with the needs of internal and external customers; adapt to shifting priorities
  • Ability to adapt communication content and delivery to audience
  • Demonstrate good judgment in routine, day-to-day decisions
  • Proactively inform team members about developments that may be relevant to the team
  • Work effectively with others who have different perspectives, backgrounds, and/or styles
  • Earn trust and credibility by executing against team goals; help others achieve their goals
18

Product Support Specialist Resume Examples & Samples

  • Work as part of a product support team, supporting 30+ Ticketmaster software applications, including: Archtics, AccessManager, AccountManager, eEntry, Event Management Tool, Host, Kiosk, PCI, Permissioning, TMMessenger, TM360, WPS, etc
  • Remain logged in to Genesys phone application, averaging 15-20 calls per day
  • Log all support time in Salesforce (case tracking system) averaging 25+ hours per week minimum
  • Contribute to Salesforce Knowledge Base in order to facilitate customer self-service
  • Work weekends/holidays on a rotating basis
  • Previous experience in a technical support role or helpdesk environment
  • Understanding of ITIL, ITIL certification or Help Desk certification a plus
  • SQL knowledge and relational database understanding desired
19

Product Support Specialist Resume Examples & Samples

  • At least 5 years extensive experience in service, service engineering and product support related positions
  • Must have strong mechanical aptitude and product knowledge and good engineering background
  • Requires effective communication skills, ability to organize work and persuasiveness
  • Should be very familiar with all product and product support system, and be good at data analysis
  • Good written and spoken English capability
20

Product Support Specialist Resume Examples & Samples

  • Able to work in a team and autonomously
  • 1+ year(s) experience working with SQL, writing queries and stored procedures
  • Willingness to continue learning
  • Experience communicating with clients or customers under stressful and everyday occurrences
  • Knowledge of application source control
  • Strong ability to communicate professionally and articulate solutions
  • Overtime become the support first responder for incoming email issues
  • Respond to client issues in a timely manner
  • Clearly communicate technical issues to clients over phone or email and help them sort it out
  • Assist team with supporting clients during our application implementation phase and after implementation
  • Research and answer client questions related to the product
  • Source code building
  • Keeping track of client releases
  • Build relationships with clients
  • In charge of installation of application (after training)
21

Product Support Specialist Resume Examples & Samples

  • Become a product expert in all parts of Convertro's offerings and stay abreast of new features, trends, and tools
  • Manage and triage inbound support tickets regarding product usage, performance, data consistency, and account management
  • Support the Client Services, Advanced Analytics, and Implementation teams on data review, Quality Assurance, and bug resolution
  • Document and automate processes whenever possible to ensure that future issues can be solved quickly. Facilitate training and cross-learning of both clients and team members
  • Serve as a second tier technical expert focusing on those technical issues that require a more detailed diagnosis or further escalation
  • Lead complex investigations involving tag implementation, data tracking/processing, data analysis and discrepancies
  • Troubleshoot client-side web environments written in HTML, JavaScript and or AJAX
  • Prioritize work in alignment with the needs of internal and external customers while adapting to shifting priorities
  • Ability to adapt communication content and delivery to a specific audience while demonstrating good judgment in routine, day-to-day decisions
  • Minimum 1 year applied experience in web technologies such as HTTP, HTML, JavaScript, Flash, AS3, or XML
  • Minimum one year of experience in a fast-paced internet technology and/or start-up environment
  • Solid understanding of internet tracking and/or digital marketing or advertising technologies
22

Product Support Specialist Resume Examples & Samples

  • Technical assistance for premium customers
  • Establishes and maintains working relationships with customer, includes on-site visits, regular staff meetings, support in definition and management of expectations and goals
  • Occasionally onsite support to help with installations, migrations, and other issues
  • Priority handling for escalated critical issues
  • Serves as customer single point of contact for high severity issues; plays a technical problem resolution role in high profile or complex situations
  • Regular status reports to keep Customers informed and firmly in control of next steps and future actions
  • Ability to anticipate customer needs, resolve technical issues, develop proposed solutions, and build consensus amongst customers and internal business units
  • Ability to support several projects and technical requests at a time, setting the right priorities
  • Excellent communication and presentation skills - comfort in front of large audiences
  • Strong teamwork / relationship management skills, initiative
  • Demonstrated ability to build and maintain strong relationships with Enterprise customers
23

Product Support Specialist Resume Examples & Samples

  • Receive and answer customer inquires and requests regarding products, orders, pricing and other services offered
  • Provide operational support for Garmin’s consumer electronic products
  • Work with customers to determine which products, accessories and plan of action best serves their individual needs
  • Answer customer technical inquiries regarding Garmin products via telephone, letters, fax and electronic mail
  • Accept and complete projects and other miscellaneous Marketing Administration duties as assigned
  • Act as liaison between customers and members of other departments within Garmin
  • Must possess a High School Diploma or GED
  • Must possess a minimum of 1 year demonstrated experience performing a customer service role substantially similar to the essential functions of this job description
  • Must possess personal or professional demonstrated technical aptitude enabling effective performance of the essential functions of this job description
  • Experience working with and/or using consumer electronics
  • Conversational Spanish and/or French-speaking abilities
24

Product Support Specialist Resume Examples & Samples

  • Receive and efficiently answer basic customer inbound phone calls and email inquiries and requests regarding products, orders, pricing and other services offered by Garmin
  • Efficiently answers customer technical inquiries regarding Garmin products and troubleshooting via telephone, letters, fax and electronic mail
  • Reconciles intermediate problems and determine and communicate root cause
  • Thoroughly documents work in an organized and timely manner
  • Works collaboratively and professionally in a team environment with other Garmin associates to achieve goals including seeking out opportunities to assist team members, sharing ideas and information freely and positively
  • Become familiar and comply with policies and guidelines including performance metrics
  • Accepts and acts on constructive criticism
  • Identifies and resolves defects of basic scope
  • Understands Garmin’s Mission Statement, Vision, Values and Quality Policy and enthusiastically exhibits a desire to see Garmin succeed
  • Fluent in English and Spanish language
  • A minimum of 1 year demonstrated experience performing a customer service role
  • Personal or professional demonstrated technical aptitude
  • Ability to acquire product knowledge required to perform essential functions of this role
  • Demonstrated basic verbal, written, and interpersonal communication skills
  • Excellent time management and follow-up skills
  • Ability to work assigned schedule (2nd shift) on a reliable and predictable basis
25

Product Support Specialist Resume Examples & Samples

  • Coordinate weekly rate setting process and production of market rate survey
  • Produce weekly and monthly reports for product line
  • Provide question and problem resolution support for all product offerings across team
  • Participate in development of new products and or offers
  • Create and maintain all required product disclosures and related procedures
  • Support key vendor relationships
  • Work with Marketing to support promotional product offers
  • Monitor cost center budget and process all invoices for team
  • 2-4 years of related work experience. Some retail banking experience is preferred
  • Comfortable in a dynamic and fast paced environment
  • Self-motivated and able to identify what needs to be done and how to most efficiently accomplish it
  • Solid organization skills
  • Ability to collaborate with cross functional teams
  • Proficient with Microsoft Office including Outlook, Word, Excel, and Powerpoint
26

Product Support Specialist Resume Examples & Samples

  • Become the main office based contact, source of information and assistance for the real estate product range for Invesco’s sales and marketing teams
  • Assist in the management of relationships with external and internal “clients” through day to day contact and anticipating their needs
  • Work actively with the PR and Marketing team to support the development of IRE’s business
  • Support Client Portfolio Managers, Portfolio Managers and sales teams in dealing with clients, prospects and consultants requests for information
  • ...work with the real estate marketing team to develop material and information for marketing road shows conferences and events
  • Support the launch of new products and strategies
  • Liaise with Invesco real estate’s global product management team to ensure global consistency and co-ordination of client activities
  • Maintain client/prospect and competitor information
  • Take responsibility for new client “on-boarding” by issuing Offering Memoranda, leading KYC (Know Your Client) process and AML (Anti money Laundering) review
  • The job holder will have experience of working with clients, sales and marketing teams in the provision of sourcing of client reports and investment information
  • It is essential that the job holder has strong writing, proofreading and editing skills. Ideally, a sound working knowledge of the investment management and/or the real estate business
  • Highly proficient in MS Word, PowerPoint, Outlook, Excel
  • Able to prioritise tasks and manage time effectively to complete tasks within required deadlines
  • High personal motivation and able to work independently
  • Good interpersonal and communications skills
  • Languages useful but not a requirement
27

Product Support Specialist Resume Examples & Samples

  • Document interactions with customers; provide answers by identifying problems; researching answers; guiding customers through corrective steps
  • Work with colleagues to troubleshoot problems in software, hardware, networks and systems; write up technical documentation that can be passed onto developers to repair defects and deliver enhancements
  • Work with customers to improve software system performance by identifying problems and recommending changes
  • Develop and participate in customer training programs
  • Update your own job knowledge by participating in educational opportunities and maintaining personal networks
28

Product Support Specialist Resume Examples & Samples

  • This role has no direct reports
  • Working knowledge of Microsoft Operating Systems
  • Basic network configuration and troubleshooting experience
  • Previous software support/training experience
  • Basic knowledge of database driven applications and exposure to database tools such as SQL
  • Prior experience with thin networks (Terminal Services, Citrix, etc.)
  • Prior experience in project management
  • Knowledge of media buying and selling process
29

Product Support Specialist Resume Examples & Samples

  • O o CCNA (Cisco Certified Network Associate)
  • O o Microsoft certificates related to the technologies listed above
  • O o WCNA (Wireshark Certified Network Analyst)
  • O o VCP (VMWare Certified Professional)
30

Product Support Specialist Resume Examples & Samples

  • Provide telephone and email Support
  • Proven analytical and problem solving skills essential
  • Intermediate Microsoft office and Excel skill level
  • Associate’s degree is preferred
  • Golf knowledge
  • Remote troubleshooting experience
31

Product Support Specialist Resume Examples & Samples

  • Support a large community of users — both passive viewers and active subtitle contributors — by serving as the initial point of contact for inbound requests to the Viki Help Center
  • Identify, analyze and report on trends based on incoming bug reports and general inquiries
  • Relay and prioritize bug reports and feature requests to Product and Engineering teams
  • Publish and maintain FAQs in the Help Center in multiple languages
  • 0-2 years experience
  • Native level written and spoken English; native level French is a plus
  • Excellent written communications skills
  • You love helping people
  • Great work ethic and ability to multi-task efficiently and independently
  • Desire to work with a team
  • A love for online communities and social websites
  • You love finding new and creative way to solving problems and puzzles
  • Experience in customer service a plus
32

Product Support Specialist Resume Examples & Samples

  • Provide technical support for Accuity products, installed behind our clients’ firewalls, across the entire client portfol
  • Interact with technical team members of the client staff
  • Liaise with Accuity Software Engineering and Professional Services team members while trouble shooting complex, escalated client issues
  • Provide post-sales support for clients and prospects to help support the sales operation
  • Use appropriate software tools to diagnose proper resolution of customer questions and problems
  • Manage and develop procedures to ensure quality support for all Accuity products
  • Experience with relational database management tools (MS Access, SQL Server, Oracle, etc.)
  • Experience of working with Apache Tomcat hosted Java applications
  • Experience working with and understanding of web services
  • Experience working directly with clients in a support capacity
  • Experience and understanding of incident tracking and case logging, preferably Salesforce.com
  • Strong detailed oriented and problem solving skills
  • Strong proficiency in MS Office
  • Strong client focused approach to work
  • Proven ability to work independently
  • Ability to meet deadlines while working under pressure
  • Bachelor’s degree in a technical field (i.e. CS, MIS) or proven experience in a technical product support role
  • Experience with Microsoft batch file scripting
  • Basic experience with programming (VB, C++, C#, Java, Python, etc.)
  • Process improvement / refinement experience
  • Experience in financial services
33

Product Support Specialist Resume Examples & Samples

  • Provides daily advanced technical support and product expertise on NHP Assessment Solution products and services to faculty, students, authors, and internal employees
  • Conducts research and testing to determine proper escalation or suggested resolution
  • Adhere to identified processes to respond to issues from email, phone, and web
  • Ensures timely follow-up and adherence to quality and consistency of response to ensure a positive customer experience
  • Demonstrated ability to perform technical and administrative duties in back-up of team members
34

Product Support Specialist Resume Examples & Samples

  • Solve production challenges on a daily basis through support tickets, email, and calls
  • Manage relationships with clients - weekly and/or monthly meetings (onsite and virtual) to discuss their needs and our progress and goals
  • Amaze clients and potential clients with exceptional personal attention and detailed follow-through
  • Support the growth of the client base by providing onsite and remote training, site tuning, and sales demos
  • Work with the entire Street Team to promote Client Health and Happiness on a daily basis - onsite and using GoTo Meeting, HipChat, Email, Wiki, Phone - whatever you need to get the job done
  • Balance your time, proactively engaging Clients and reactively responding to issues as they arise
  • Client Advocate providing input on Product Development – both at the sprint-level and the larger Roadmap-level
  • Track issues and make recommendations to improve internal workflows
  • Educate and train clients on the latest features to maximize their investment
  • Experience with databases, programming languages
  • Exposure to multiple workflows (VFX/Animation/Episodic/Commercial/Games)
  • Exposure to the Shotgun Python API
  • Involvement in Industry Groups/Events (Siggraph, VES, etc.)
35

Product Support Specialist Resume Examples & Samples

  • Provide front-line support for professional property managers on our hospitality management tools/modules
  • Develop and maintain expert knowledge on Glad to Have You product(s)
  • Educate users in all functions and features of our product line
  • Help analyze and identify issue severity levels and follow appropriate escalation procedures
  • Meet agreed upon and expected service levels for case completion
  • Log customer interactions and requests in SalesForce
  • Be the customer’s primary point of contact through resolution, and delight the customer throughout that process
  • Advocate for the customer(s)
  • Prioritize tasks and maintain the ability to work independently
  • Collaborate with peers to complete team projects in a timely fashion
  • 2+ years of technical support experience, SaaS software preferred
  • Proficiency in Microsoft Windows OS
  • Proficiency in Google Drive, Microsoft Excel/Google Spreadsheet, Microsoft Outlook/O365, and Powerpoint
  • Experience with SalesForce (CRM) is a plus
  • Experience with Atlassian products is a plus. (JIRA & Confluence)
  • Experience troubleshooting software integrations and API issues is a plus
  • Experience with browser technologies including a thorough understanding of cookies, security controls, extensions and add-ons for Google Chrome
  • Able to understand, modify, and troubleshoot customer data configurations and spreadsheets
  • Ability to prioritize and meet scheduled deadlines
  • Basic understanding of HTML, XML and JSON are a plus
  • Familiarity with the vacation rental industry is a plus
  • Knowledge of smartphone applications is a plus
36

Product Support Specialist Resume Examples & Samples

  • Work on complex problems where analysis of situations or data requires a review of identifiable factors
  • Work within the defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results
  • Work on projects defined by management and will lead teams of Product Support Associates and Product Support Representatives related to times needed for the execution of the project
  • Provide regular customized onsite/remote software upgrades
  • Participate in group projects related to company processes
  • Prepare and deliver internal training classes as part of Elekta University and our continuing education
  • Possess expert knowledge of company products and service policies and procedures
  • Effectively communicate to clinical professionals (oral and written) in trouble shooting Oncology Information Systems (OIS)
  • Bachelor’s degree and/or 2-5 years of relevant experience (majors in Computer Science and IT preferred)
  • Technical skills in the area of PC/Network Computing. Experience with Citrix, Virtualization, Windows administration, MS-SQL, and network administration required;Ability to effectively interact with customers and co-workers
  • Knowledge of healthcare information systems, clinical background, or previous software training / support experience strongly desired
  • One or more technology certifications in Cisco Certified Network Professional (CCNP), Cisco Certified Internetwork Expert(CCIE), Certified Wireless Network Administrator(CWNA), Cisco Certified Network Associate (CCNA), Microsoft Technology Associate (MTA), Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Professional (MCP) is a plus
  • Knowledge of additional languages (especially French and Spanish,) is a plus
37

Product Support Specialist Resume Examples & Samples

  • BA/BS degree with 2+ years professional experience (quantitative disciplines such as math, statistics, computer science, information systems)
  • Ability to source and skillfully manipulate both internal and external data sets
  • Highly motivated and hard-working with ability to think clearly under pressure, both individually and in team environment
  • Strategic thinker with strong analytical and creative problem-solving skills
  • Demonstrated ability to develop and present business cases
  • Ability to rapidly assess, analyze and resolve complicated issues, and distill that complexity into simple and concise communication
  • Strong analytical skills, with experience solving ambiguous problems using data and providing practical business insights
  • Strong understanding of statistical analysis or SQL or Excel skills
38

Product Support Specialist Resume Examples & Samples

  • 40% Provide support and services to Customers, Sales and Service teams
  • 30% Work closely with Customers to train, setup and configure software solutions
  • 20% Testing and documentation
  • 10% Demos and Trade Shows
39

Product Support Specialist Resume Examples & Samples

  • Lead for the resolution of technical cases and technical guidance of customers (remote real-time support) as well as ABB's regional service centers and/or local engineers
  • Participation in ensuring 24/7 availability of expert support
  • Leading resolution teams and handling the customer communication for cases with a wider range, where different domain experts (i.e. System experts, R&D etc.) build a resolution team depending on the complexity of the issue
  • Assessment and approval of warranty inquiries
  • Expert training to ABB's global service network (abroad and locally)
  • Bidirectional know how transfer from factory to global service network and vice versa (e.g. newsletters, frequently asked questions etc.)
  • Technical assistance of sales and product management for product roadmaps and the innovation process for potential new service solutions or modernization products
40

Product Support Specialist Resume Examples & Samples

  • Identify and resolve technical issues by providing training, phone support and on-site technical support
  • Manage product performance and customer satisfaction in assigned area
  • Conduct random equipment audits to ensure that the equipment is being properly maintained
  • Implement or recommend actions to improve equipment performance, as needed
  • Make recommendations and implement solutions to improve the technical proficiency of the workforce
  • Assist or accompany Technicians on field service calls in high-priority/emergency situations, when problems cannot be otherwise resolved and/or when the situation has been escalated
  • Run/analyze reports and take necessary corrective action to manage repeat calls and reduce units
  • Communicate product design problems experienced in the team territory through identified processes
  • Provide input and direction regarding an associate’s technical qualifications during the hiring process, as well as, COMPASS/PIP documentation
  • Provide LBA input on parts stocking levels for Technicians and bins
  • Implement and maintain key processes within your area of responsibility
  • Bachelor’s Degree in Computer Science, Electronics or at least 5 years of field experience in ATM’s or similar equipment
  • Demonstrate and possess a good understanding and working knowledge of Diebold manufactured/service equipment
  • Must be highly motivated with strong business acumen, management and communication skills
  • Exceptional interpersonal skills and ability to deal with sensitive and difficult situations
  • Must be able to function in a team environment
41

Product Support Specialist Resume Examples & Samples

  • Responsible for the successful technical analysis and resolution of client reported incidents related to application, integration and product features problems
  • As part of the support team, perform technical troubleshooting, and data analysis to determine root causes of application, integration and product features problems. Define and implement problem resolution(s)
  • Work directly with client’s support to conduct analysis of technical configurations, integrations and technical installations for client systems, in order to perform in-depth technical troubleshooting, and recommend appropriate work-arounds and solutions. Includes analyzing and documenting requirements and rules and updating with enhancements or changes made
  • Appropriately engage or escalate technically complex or strategic issues to Level III support
  • Document all internal and external correspondence related to the ticket and incident resolution
  • Develop and maintain proficiency in the company's application solutions, solution methodologies, and core technologies
  • Rotating weekly on call after hours support
  • Performs other duties as assigned by supervisor
  • Bachelor's degree preferred in computer related field
  • 2+ years of professional experience; EMR or HIT experience preferred
  • 3+ years of work experience in customer facing technology product support
  • Ability to execute technical and non-technical tasks
  • Typing proficiency of 40 – 60 WPM
  • A + certification or MSCE certification
  • Experience with installing and securing PHP and ASP files
  • Experience with Sales Force Service Cloud a plus
42

Product Support Specialist Resume Examples & Samples

  • Utilize his/her technical ability to prioritize issues and respond appropriately to multiple critical situations
  • Research application questions by setting up scenarios and testing the application
  • Analyzing customer configurations and thinking “out of the box” to resolve and/or find a work around
  • Provide technical expertise to conduct specific performance or functional tests associated with resolving performance issues regarding Kronos applications
  • Develop a solid base of general product knowledge
  • Good Java skills is required
  • Good knowledge of working with client/server and/or Web Based technologies
  • Good knowledge of working with Oracle and SQL relational databases management systems. Strong knowledge of SQL scripting
  • Knowledge in Crystal Reports or similar reporting package is preferred
  • Excellent technical understanding of Operating Systems, networking technologies, software applications and communication protocols
  • Workflow development experience is a plus
  • Microsoft Certified System Engineering certificate a plus
  • Excellent oral and written communication skills in English/Chinese
43

Product Support Specialist Resume Examples & Samples

  • Strong interaction with other departments and teams in troubleshooting major issues
  • Assisting in the training and mentoring of 1st level Support technicians."
  • 3) Excellent analytical thinking and problem solving skills
  • 4) Strong Communication Skills with customers, Partners in Japanese
  • 5) Strong Communication Skills with internal support members in English (read/write, and hopefully oral communication.)
  • 6) Advanced Knowledge of web servers, HTML, and Java
  • 1) Experience with installation, customizing, operating, and troubleshooting (Windows, Linux, Java, Database, Web )
  • 2) Previous experience in document management, workflow and text search and retrieval package application
44

Product Support Specialist Resume Examples & Samples

  • To support our client base in EMEA resolving client issues. Working with Development and other stakeholders to ensure a suitable solution is delivered to the client. The will involve replication, testing of fixes and understanding of Treasury and specifically Risk
  • Preferably with a Finance/Accounting degree. Database knowledge would be added advantage
  • Sound understanding of: Financial Instruments (e.g. : Swaps, Bonds, Money market instruments, Options), Cash Flows, Mark to Market, various rates – FX, Volatility, Treasury, OTC market, Forwards, Futures, etc
  • To have basic knowledge on database(oracle or sql server), eg, DML and DDL commands, JOINS, how to retrieve data, drop, truncate, primary/foreign key, unique/integrity constraints
45

Product Support Specialist Resume Examples & Samples

  • 1st line response to telephone inquiries associated with Maritime Camera products, either responding direct to inquiries by using FAQs or knowledge base or escalating them to team members for further detailed response
  • Assisting customers via Telephone, web and email supporting team colleagues whilst in the office
  • Provide customers with call back and or follow up actions to ensure satisfactory resolution within department KPIs
  • To develop and publish FAQs and knowledge base to enhance customer self diagnosis
  • To support customers remotely via web team viewer sessions, to diagnose source of issues onboard
  • To supervise and engage appropriate local resources to remove and replace maritime cameras, co-coordinating replacement products and spares as necessary
  • Undertake in-field service visits as required within stated territories
  • To support administration of returns and repairs whilst in the office
  • To report and follow up in-field issues with Maritime camera products, initiating appropriate responses and follow up actions
  • Other duties as assigned
46

Product Support Specialist Resume Examples & Samples

  • Provide technical support to ADP customers by answering telephone calls, responding to Support cases through email or through the Support system tools in line with service level agreements and departmental metrics, which includes, resolution time with a focus on high quality, accuracy and customer satisfaction
  • Document all activities and communication with customers and/or other Support tiers and update cases in order to track progress with each open incident
  • Analyze and clarify customer queries through troubleshooting and researching
  • Review cases for technical complexity and make recommendations to team members with regards escalation according to departmental best practice
  • Meet / exceed departmental goals on case management, phone and email response time and customer satisfaction scores
  • Use and create knowledgebase articles in line with ADP best practice based on new product information, support incidents and/or common / critical issues
  • Adhere to ADP's best practices for Support Services
  • Active participation in team and departmental meetings by providing feedback on day to day activities and suggest recommendations for improvement
  • At all times maintain a high degree of professionalism
  • Ensure complete transparency within the team when picking or assigning Support Cases
  • Contribute constantly to teams improvement
  • Work in Shifts
  • Any bachelor's degree with 2 to 4 years of work experience in International Customer Support
  • Excellent communication skills with neutral accent and clear enunciation. Should have excellent written skills as well
  • Solid analytical and research skills with capability to solve problems within time limits
  • Ability to work as an individual and within a team
  • Quick adaptability with openness to learn and develop on own
  • Domain knowledge and experience in supporting HCM or Payroll systems is an advantage
  • Working Knowledge of hardware, networking and operating systems
  • Experience in using the following tools CRM tools
  • Basic understanding of SQL
47

Product Support Specialist Resume Examples & Samples

  • Excellent written and verbal skills in English
  • Fast typing capability
  • Advanced troubleshooting and problem determination skills
  • Good knowledge of email services including SMTP, POP, IMAP, and MS Exchange
  • Working familiarity and knowledge on common Internet protocols and technologies such as TCP/IP, DNS, FTP, SSL etc
  • Positive, customer-focused attitude
  • Good networking knowledge and a practical understanding of how networks communicate
  • 2-4 years’ experience in technical support or a similar technical role
  • Demonstrate knowledge in a wide variety of email-related tools, such as browsers, email clients and operating systems
48

Product Support Specialist Resume Examples & Samples

  • Primary contact for MediaOS day-to-day end user support with an in-depth knowledge of the MediaOS products and end user functionality
  • Troubleshoot and resolve MediaOS end user issues related to functionality, while maintaining Service Level Agreements (SLAs) for end user support; escalating to the appropriate team if needed (e.g. to Product team, Training, etc.)
  • Responsible for MediaOS day-to-day end user communication (requests for improvements, updates, issue resolution, help communicate changes, etc.)
  • Document and track all end-user issues
  • Generate and distribute regular incident/support reports
  • Proactively identify user support patterns or trends and issues, and report these to other teams, such as Training or the divisional Product teams, so these can be incorporated into plans to improve end user support and the user experience
  • Maintain a knowledgebase for the MediaOS Product Support team
  • Assist with recommending system updates and enhancements
  • Provide suggestions and execute on support process improvements and requirements
  • Collaborate with end-users, product teams and the governance committee to track, enhance and maintain metrics on MediaOS usage
  • Assist in onboarding additional sites and users
  • Perform user setup and testing as part of the rollout plan to on-board additional sites, according to the project plan and rollout schedule
  • Bachelor’s degree (BA/BS)
  • Prior experience with digital publishing and/or digital publishing platforms
  • Experience (new college graduates will be considered) with Content Management Systems (CMS), Online Video Platforms (OVP), and/or other digital publishing platforms
  • Demonstrates professionalism and ability to effectively communicate with people at all levels of the organization, including editorial, business and technical teams effectively
  • Strong analytical, strategic thinking and problem solving skills
  • Highly organized and driven with strong attention to detail
  • Ability to eliminate obstacles through creative and adaptive approaches
  • Prior Product, Quality Analyst and/or support experience highly desired
49

Product Support Specialist Resume Examples & Samples

  • Provide level 2 support for internal and external end users for PC, server, and mainframe application problems
  • Interact with software vendors, Infrastructure services, and/or Applications Development to restore service and/or correct core problems
  • Communicate IT issues to business units at various levels of seniority
  • Coordinate the implementation of internal, external and off-the-shelf business applications with all IT and business
  • Groups
  • Coordinate validation activities related to the deployment of business applications
  • Assist in training and communication programs
  • Solid technical background and experience
  • Possesses fine-tuned analytical skills and/or programming experience
  • Relational database experience
  • Strong PC-based troubleshooting skills
  • Possesses solid written and verbal skills
50

Product Support Specialist Resume Examples & Samples

  • Experience in installation, configuration, and troubleshooting of Windows Operating Systems (server and desktop)
  • Basic network troubleshooting
  • Must have excellent computer skills, proficiency with Microsoft Office suite
  • Experience with troubleshooting hardware and software system related issues
  • Candidate must be capable of and willing to follow agency and company procedures
  • Experience with Crystal Reports
  • Experience with the configuration and setup of Window Internet Information Server (IIS)
  • Experience with Windows group policies, domain setup, DNS, security configuration
  • Working knowledge of Varec FuelsManager® suite of software and hardware products and services
  • Experience with PLC, SCADA, DCS, or other automation and control systems or components
  • Background with LAN and WAN communications, including WLAN and GPRS wireless technologies
  • Experience with SQL Server, virtualization technologies, and Windows Servers in a variety of configurations including advanced server clustered systems
  • Extensive knowledge of computer hardware architecture and Windows Operating Systems in a multi-system environment
51

Product Support Specialist Resume Examples & Samples

  • Assist Account Managers in configuring EAS, Traffic and Inventory Intelligence solutions tailored for the customer’s needs
  • Provide support with sales tools, collateral materials, use cases, best practices and pricing
  • Host regional conference calls with Sales Teams in order to update the region on current TRS product developments and changes in the product portfolio
  • Drive and promote Marketing product launches and competitive awareness materials
  • Support tradeshow events, road shows and customer meetings by providing solution presentations and demonstrations
  • Act as the key liaison between the field Sales Force and TRS Product Management, Marketing and Engineering
  • Attend Product Development meetings, support the Development team as the Sales liaison and provide customer feedback and input during product development cycles
  • Conduct conference calls and webinars with Account Teams and retail customers and provide support as the Subject Matter Expert to assist particular sales efforts
  • Audit Sales Collateral materials in order to ensure accuracy
  • Work closely with Product Management and other cross functional teams for special product/solution applications and lead the communications efforts between all groups
52

Product Support Specialist Resume Examples & Samples

  • Provide Account Representatives with application support for ATS Modifications products
  • Research legacy bills of material and drawings to determine existing product configurations and evaluate future modification feasibility
  • Strategize with ATS engineering departments to determine modification feasibility and explore strategies to execute the modification
  • Develop scopes of work and modification pricing for Account Representatives
  • Develops and manages modification programs for end of life components with ATS Engineering. Develops sales tools for Account Representatives to promote these programs
  • Maintain detailed quotation log capturing pertinent customer, product, application, market and financial details
  • Participates in ATS NPD meetings to identify and drive the development of backward compatible kit strategies for new ATS accessories/products
  • Champion new ATS Modification programs with Sales and Marketing to introduce new technologies into our modification portfolio
  • Create strategic technical proposals for Account Representatives as requested
  • Maintain customer information, product records, and other areas of Clearview business system
  • Prepares sales activity reports and charts monthly
  • Establish and lead weekly ATS load plan meeting with Operations stakeholders to monitor project scheduling
  • Monitors ATS Modification sales backlog and collaborates with Service Managers to gain feedback in order to effectively forecast product segment sales
  • Works with engineering departments to set or adjust priorities based on customer demand
  • Follow up on all closed modification service orders to add updated equipment records to existing Clearview database
  • Act as liaison to ASI management when required to assist with expediting deliverables or other requirements
  • Facilitate monthly product review meeting to analyze quotation activity and execution on closed projects. Communicates to other departments to drive process improvements
  • Provide backup support to other department staff as required
  • Manage special projects as assigned
  • Strong interpersonal skills
  • Strong business system and MS Office applications skills
  • Strong verbal and written communications
  • Associates degree in Business or Engineering preferred
  • Electrical power industry experience
  • Thorough ASCO ATS product knowledge
53

Product Support Specialist Resume Examples & Samples

  • Investigate, triage and resolve issues with Facebook’s ads products
  • Separate advertiser confusion from bugs, advise the sales team/advertisers on how to accomplish the advertisers' desired outcome
  • Partner with Product, Marketing, Engineering and training teams to drive up product quality and understanding of product usage
  • Communicate known issues to the sales team and their customers
  • Define processes to support front-line teams in complex investigations to improve user and advertiser experience on the platform
  • Experience resolving and communicating about issues with both technical and non-technical audiences
  • Analytical skills, with experience solving problems using data and providing practical business insights
  • Experience with statistical analysis or SQL or Excel skills
54

Product Support Specialist Resume Examples & Samples

  • Develop and deliver customer and product training programs
  • Support international field-based application, service, marketing and sales teams worldwide by providing product-specific technical expertise primarily via phone and email
  • Ensure customer satisfaction and instrument uptime by providing factory level usability and application support by timely escalation, solving, and reporting of customer issues, including both remote and on-site troubleshooting
  • Create and maintain customer-facing documentation including the operation manual and product bulletins
  • Prepare and apply standard operating procedures for the global service and support team
  • Experience in developing and delivering customer or product trainings
  • University degree in analytical chemistry or related subject
  • Understanding of liquid chromatography and mass spectrometry methods, hardware and software fundamentals
  • Customer orientation – the position requires frequent contact with customers, distributors and the Thermo Fisher Scientific field service and support representatives. Interactions include written and verbal communication with technical professionals, telephone and email communication with prospective and current customers
  • Good skills in written and spoken English and Finnish, other languages are an advantage
  • Good IT skills
55

Product Support Specialist Resume Examples & Samples

  • Acquire a detailed knowledge of the Ticketmaster ticketing platforms
  • Keep abreast of new products and technologies pertinent to Ticketmaster
  • Be responsible for responding to all European countries’ requests via a trouble ticket system (and ’phone if urgent) for support or information on the ticketing systems and associated products’ functionalities
  • Prioritise support requests
  • Test any problems reported and take the appropriate measure to correct them
  • Work with the Tier 2 support teams to ensure that escalated issues are resolved as quickly as possible
  • Take ownership of reported issues and work with the relevant groups to resolve theseProvide basic training sessions on the ticketing system and product functionalities, and work with Ticketmaster training department to ensure repeated requests and issues are addressed
  • Be integral to the process of bringing new markets up on Ticketmaster products and technologies
  • Contribute to the Knowledge Base, maintained and developed to allow self-service across all Ticketmaster users
  • Take a proactive role in promoting the department and ensuring that it is at the forefront of the Ticketmaster business
  • Provide a first-class, customer-focused service at all times
  • Be part of on-call rota providing out of hours support
  • Excellent communication, inter-personal and customer care skills
  • Adaptable to changing customer demands
  • Collaborative approach in working with others
  • Flexible approach to working hours
  • Confident telephone manner
  • Considers both the immediate and long term consequences of decisions
  • Shows commitment to shared goals and objectives and supports their achievement
56

Product Support Specialist Resume Examples & Samples

  • Interface with Polycom’s Certified Skype for Business, and Office365 Partners, customer IT administrators, and Polycom engineering teams with a keen focus on delivering a consistence level of service
  • Provide best-in-class expert level technical support to address complex technical challenges involving Polycom’s full suite of products and solutions
  • Troubleshoot and resolve these challenges by employing comprehensive problem analysis and customer service skills. This troubleshooting will involve addressing both application and networking challenges in the Real Presence Cloud Service, Skype for Business, and Office365 environments
  • Document accurate and detailed descriptions of all problem data, troubleshooting activity and resolution data in the customer relationship management database system
  • Gather, review and record any pertinent log files, traces, configuration, environmental information, and network topology data. This data will be used to analyze the problem at hand and synthesize solutions for timely service recovery
  • Work closely with Polycom Site Readiness Engineering (SRE), Engineering Cloud Operations, and Cloud Development/Engineering teams, and other internal Polycom T4 teams
  • Utilize historical information gathered via holistic dashboards, while resolving support requests to develop and submit technical articles to Polycom’s knowledge base
  • Work in collaboration with members of the wider support team to develop each agent’s technical skills to even greater levels as the service expands across the globe
  • Receive and develop peer-to-peer training in all appropriate Polycom products as well as the specific ways they are integrated into larger networks and complex solutions
  • This position involves participating in a rotating on-call cell phone schedule to support off-hours escalation work
  • This position occasionally requires working non-standard hours and holidays
  • Strong understanding of the fundamental operations of a modern IP based network running (TCP/IP, routing, switching, firewalls, H.323, SIP, VoIP, load balancers, edge (federation) devices, etc.)
  • Strong understanding of the Microsoft suite including but not limited to Client/Server OS, AD (LDAP), Lync/Skype for Business, O365, Exchange, and Azure virtual environment deployments and management
  • Strong understanding of the Polycom Infrastructure products including but not limited to: RPCS, DMA, and RPAD
57

Product Support Specialist Resume Examples & Samples

  • Tactically and strategically supports respective product marketing plans and prioritizes activities with the guidance from Product Manager(s) to meet overall business goals
  • Develops internal product knowledge of respective product lines and differentiable features and applications and applies that knowledge to identify product gaps and new product development opportunities
  • Develops general competitive understanding. Identifies strengths and weaknesses of competitors, both in product and business processes and identifies opportunities to leverage other JCI products
  • Translates “Voice of Customer”, market, and competitive knowledge into product specifications for Engineering to execute
  • Works closely with others in Electrical Engineering, Mechanical Engineering, Project Management, Marketing Communication, and Sales functions to ensure product and documentation meet market need
  • Identifies customer, market, and industry trends to aide in the creation of new product and commercialization roadmaps
  • Business analytics
  • Bachelor’s degree in an engineering discipline. Preference for Mechanical Engineering and completion of basic HVAC design course
  • Self-starter with strong written and verbal communication skills, and ability to communicate up, down and across the organization
  • Desire to work in HVAC
  • Persuasive, encouraging and motivating; proven ability to influence others without direct reporting responsibility
  • Experience at working both independently and in a team-oriented, collaborative environment is essential
  • Can adjust to shifting priorities, demands, and timelines promptly and efficiently
  • Must be able to learn, understand, and apply new technologies. Ability to construct brand and product messaging identifying key, relevant takeaways
  • 5% travel is required
58

Product Support Specialist Resume Examples & Samples

  • Work with all product teams on manufacturing plant support projects focused on improving quality and productivity
  • Work with the product teams in the review of warranty and new defective non-confirming product, root cause determination, and implementation of corrective actions (8D process)
  • Provide marketing and field representative support by conducting technical investigations on new and legacy products to address customer inquiries
  • Conduct product change work that may include product change notices, design changes to reduce cost, supplier obsolescence, and quality improvements
  • Conduct product investigations in the engine lab ranging from component level up to full powered engines
  • Implement shop wide operational process improvement (OPI) projects and identify new projects to go into OPI funnel
  • Use Kaizen and other Danaher Business System (DBS) tools to drive continuous improvement projects aimed at eliminating waste and improving processes in all areas
  • Extensive work with the Manufacturing, Quality, and Product engineers for each product
  • Assist in the early detection of new fail modes for new and current products in order to prevent and/or minimize cost impact to JVS
  • Work with the development teams during product improvements and new releases to ensure solid warranty practices are in place
  • Work with customers on investigating quality defects and implementing corrective actions
  • Provide troubleshooting support for Jacobs product line to ensure that proper repair procedures and warranty coverage policies are being followed
  • Hands on experience building and testing internal combustion engines is highly desirable
  • Working level experience with all MS Office tools
  • Customer service related experience is desirable
59

Product Support Specialist Resume Examples & Samples

  • Product Support
  • Configuration of product to meet additional client requirements
  • Resolution of End-User Support Issues
  • Requirement-gathering and additional configuration
  • Provide training on product, tools, techniques and business practices Participate in the development and distribution of best practices and processes
  • Coordinate development work with appropriate IT resources when required Analytical and Organizational Support
  • Assist in the development, documentation, and support of critical operating processes Coordinate workflow and handoffs between client team and IT
  • Demand Log Oversight
  • Coordinate with Product Manager and Product Operations Manager for various new product releases Business Analysis
  • Assist in defining and documenting business needs, functional requirements and best practices
  • Assist users in defining data management and knowledge management strategies and processes
  • Manage/Support QA process for product enhancements
  • Bachelor’s degree in business related field preferred
  • Excellent academic record
  • 2 - 3 years of relevant experience working with product support
  • Experience in managing simultaneous tasks from inception to successful completion
  • SharePoint and SQL database experience, preferred
  • User Acceptance Testing experience
  • Candidates who have worked with Web based Applications, preferred
  • SQL Server skills – Understand basic structure of Fields, Tables, etc. and be able to write queries
  • Understanding of databases (dataflow & linkage) and data management
  • Familiarity with CAFM or other Space Management applications
  • Skills in both Data Analysis and Business Analysis, as this is a hybrid role between business and IT
  • Strong technical skills with the ability to learn new applications quickly
  • Strong analytical and problem-solving skills required
  • Self-starter and able to work independently
  • Self-motivated, able to set priorities and work autonomously
  • Strong attention to detail with focus on quality of work
  • Relationship management and communications
  • Customer service focus
60

Product Support Specialist Resume Examples & Samples

  • Daily registration process: enter on spreadsheet, add billing, and product code in payroll
  • Daily activation process: confirm client data fed over, activate client account, link company IDs to user, and send welcome emailDaily HR on Demand: add new user and send welcome email, if multi-ID, send account to Plus team for linking
  • Setup add on IDs or users
  • Assist with work surrounding billing entry, Print & Pack tracking, and Tin solicitation process
  • ACA Portal Client Log Master – each new registration is added and tracked on there
  • 1st batch Ack – (this contains SSN) – the receipt files from IT for IRS response that requires Tin solicitation process with clients
  • Copy of Copy of ACA Billing – this is from IT and shows how many 1095s were generated then BA needs to enter the billing for each client one by one
  • Print & Pack clients – BA needs to track who wants the service and then following the steps sent yesterday will work through coordination with BP and enter additional billing
61

Product Support Specialist Resume Examples & Samples

  • Provide technical assistance/information to the field install, service and sales staff
  • Participate in development of knowledge-base for new products
  • Assist field personnel with difficult/complex technical problems
  • Assist in the support and testing of fire alarm equipment
  • Participate in development of knowledge-base for help desk use through documentation of undocumented problem resolution
  • Assist field technicians and sales reps with technical specs and equipment functionality issues
  • Assist in the training of Rep I & Rep II technicians
  • Receive incoming calls from ADT Technical and Sales associates for purposes of assisting with the actual service call
  • Provide support on IP based and networked products and devices, including routers and cable/DSL modems
  • 5-7 years troubleshooting complex electrical/software equipment in either a technical helpdesk or technician capacity
  • Field install or service experience preferred
  • Advanced electronics and alarm skills
  • Excellent telephone skills
62

Product Support Specialist Resume Examples & Samples

  • Work with the Primary Support team to help customers and partners to solve their issues encountered during the adoption and use of SAP Business One product
  • Investigate and identify product defects reported by customers and partners, and work closely with development teams and product managers to deliver solutions
  • Investigate and provide solutions for the corruptions caused by product defects in customers’ databases
  • Provide generic solutions for common issues customers may have during their daily use of SAP Business One product
  • Research on solution defects in SAP Business One product, and help product managers to refine product solutions
  • Bachelor’s degree or higher in computer science, software engineering, mathematics or relevant information technology area
  • Proficient in relational database and SQL language
  • Familiar with one of the object-oriented programming languages (C#, VB .NET, Java, C++, etc.)
  • Excellent analytical, trouble-shooting, and problem solving abilities
  • Knowledge on financial, accounting and enterprise resource planning (ERP) systems is a big plus
  • Experience in customer facing consultant/support area is a big plus
  • Fluent in both oral and written English with good communication skills
  • Can work with people in different culture and locations
  • Can work on multiple tasks, and work under pressure
  • At least three years’ experience in enterprise/large scale software development, support, or maintenance
63

Product Support Specialist Resume Examples & Samples

  • Update performance data on consultant websites
  • Interact with many other departments within the Firm to support the sales team
  • Create databases and capture market data
  • Assist in the completion of Request for Proposal/Request for Information for institutional prospects/consultants
  • Perform market research and prospecting for sales team, as needed
  • Assist with account documentation and client presentations
  • Maintaining product-related marketing materials such as marketing generic presentations, investment profiles, and fact sheets for internal equity and fixed income products
  • Collaborating with Portfolio Management Team to keep product information current, as well as on ad hoc projects
  • Assisting in ongoing team projects
  • Generate reports to analyze competitors
  • Acquire a deep knowledge of our internal product set and service offerings
  • Bind presentations, as needed
  • Assist with client events, as needed
  • Analyze data, produce reports for fund managers and stockbrokers to use
64

Product Support Specialist Resume Examples & Samples

  • Advance Support
  • REQUIRED QUALIFICATIONS
  • 6+ years progressive work related experience in business systems analysis across multiple business processes and/or business unit experience that includes working closely with IT in the development and implementation of systems with demonstrated mastery of technical and business knowledge and understanding of multiple discipline/processes related to the position. Typically leads/mentors less experienced staff or complex projects in area of expertise
65

Technical Support Product Specialist Resume Examples & Samples

  • Provide Technical Support for products via telephone, email and chat to Dealers and End-Users for Core Brands control products, primarily Elan Home Systems
  • Support Dealers with product related design assistance and installation troubleshooting
  • Return all calls and emails in a timely manner. Present the Technical Services Department and Core Brands in a friendly, upbeat and supportive manner
  • Provide Dealers with product and installation updates via phone, email and chat
  • Provide assistance and support to Service, Sales, Customer Service, and Product Development in regard to Dealer and end-user needs
  • Assist Marketing with proofreading literature and manuals with regards to accurate technical content
  • Install, program and maintain the audio/video/control systems in the various conference, training and demo rooms throughout the facility
  • Route calls to proper Departments to satisfy customer needs (i.e. service, parts requests, etc.)
  • Act as the conduit to funnel Dealer and End-User suggestions and new product ideas to Product Development and Engineering
  • Act as the “feedback” loop between Engineering and Customers in solving product problem issues
  • Participate in the development of Technical Services training programs
  • Participate in the development of Dealer training programs
  • Participate in Dealer training programs as needed
  • Participate in the annual major industry events, such as CEDIA at management approval
  • Build and maintain Technical Services training and support equipment racks as well as trade show racks
  • May provide training on subjects in which you have gained expertise
  • May participate in artist relations and trade shows
  • Other Duties as assigned
  • High School Diploma required
  • Associates of Arts or equivalent technical school preferred
  • CEDIA and/or PARA certification preferred
  • Minimum 2 years related industry experience. This can include installation/programming background in the custom residential and/or commercial audio/video industry and technical support experience
  • Minimum 1-year networking experience required. Network + preferred
  • Must be able to mentally visualize installations and troubleshoot appropriately
  • Ability to read and comprehend instructions, correspondence, memos
  • Ability to write intermediate level business and technical correspondence
  • Ability to effectively present information in one-on-one and small group situations to customers, and other employees of the organization
  • Reasonable Accommodations may be made to allow individuals to perform the essential functions of the job
  • To perform this job successfully, an individual should have excellent working knowledge of MS Outlook, Word, Excel and Internet Explorer
  • Working knowledge of NetSuite is a plus
  • Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to communicate effectively on the telephone and in person
  • Sufficient vision or other powers of observation, with or without reasonable accommodation, which permits the employee to review documents and file them in a prescribed order, operate a computer, terminate wire, work with connectivity of products, and organize documents and materials
  • Sufficient manual dexterity with or without reasonable accommodation, which permits the employee to frequently operate a personal computer (estimated 70%-80% of the typical workday) and other office equipment
  • Sufficient personal mobility and physical reflexes, with or without reasonable accommodation, which permits the employee to work in an office setting and at a keyboard for an extended period of time, considered to be approximately 80% of the workday
66

Product Support Specialist Resume Examples & Samples

  • Accurate and timely entry of orders and disposition and note customer contacts
  • Completes tasks and/or projects of moderate complexity with limited process definition
  • Efficiently answer customer technical inquiries regarding Garmin products troubleshooting via telephone, letters, fax and electronic mail
  • Timely completion of tasks and/or projects of intermediate complexity with defined processes
  • Provides reliable solutions to a variety of problems using sound problem solving techniques
  • Demonstrated excellence in performing Product Support Specialist 1 essential functions including proficient application of technical aptitude
  • Demonstrated commendable attendance
67

Product Support Specialist Resume Examples & Samples

  • Answers first level incoming customer support requests in a fast-paced environment via phone, email, or chat. Assist customers who request support ranging from product training and troubleshooting, account-services related requests (billing / license management), and requests to cancel service as detailed below
  • Supports ongoing management and retention activities, including research to determine the root cause of the issue or problem. Identifies best approach for retaining business based on client’s situation
  • Takes initiative and identifies potential issues
  • Works on issues that range from answering product questions to providing basic to moderately complex technical support when caller is experiencing difficulty using a product
  • Provides instruction on use and application of products; answers questions; issues temporary passwords; asks questions to determine customer's configuration and needs; makes recommendations regarding product selection to current or prospective customers
  • Responds to billing or contract questions, including assisting with updating credit card information, setting up promotional pricing plans, canceling accounts and issuing refunds
  • Assists with product installation and/or access, remote printing and difficulties with firewalls, audio and recording technologies
  • Performance is primarily measured through Net Promoter surveys to customers, but also include measurements around production, availability, contributions to team, and contributions to product improvements
  • Keeps current with product knowledge regarding features and functionality, as well as billing and promotional programs
  • Records details of interactions into the Salesforce.com iCare Case Management System
  • May mentor more junior members of the team
  • May participate in Beta testing of both new and existing products
  • Participates in customer-focused projects of interest
  • Engage in projects related to customers as well as internal process improvements
  • Completes other duties as assigned
  • Customer-focused – what we do revolves around the customer!
  • Ability to create customer love under challenging circumstances
  • Ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment
  • Ability to excel in data-driven, metrics oriented environment
  • Ability to excel in a team environment and put team goals ahead of personal goals
  • Has a keen interest in Software-as-a-Service (SaaS)
  • Background in computing (Mac & PC), networking, using various web-browsers, PC troubleshooting, firewalls and proxy servers a plus
  • Experience using Microsoft Office or other word processing tools required; Word, Excel and Outlook experience desired
  • Demonstrated ability to listen, assess, determine and communicate corrective measures
  • Basic mathematical skills
  • English-speaking proficiency is required; bilingual skills a plus
  • 1-2 years customer service/support role within the service industry
  • Bachelor’s Degree or equivalent experience preferred
68

Product Support Specialist Resume Examples & Samples

  • Support Customers and Sales in post-sale activities in the effort to enhance the customer experience. Activities include but are not limited to: Business Analysis / Training Implementation and Delivery / Training Documentation Development / Adoption Analysis and Solution Recommendation & Implementation / Problem-Solving / On-going support as these activities relate to the use of all related products
  • Act as the leader and primary liaison between business unit and Customer base with issues relating to product & technology in the areas of: (1) Hardware / Software Configuration, (2) Product Installation, (3) Data Definition, Mapping & Integration
  • Provide Customer training via on-site visits, WebEx, phone or email to incorporate Platts’ services into their workflow and drive customer satisfaction and retention
  • Action top tier escalations for all supported products and services. Provide follow-up as appropriate
  • Monitor, collect and report knowledge collected from customer interactions, together with an integrated knowledge of internal systems and cross-departmental operations. Add into CRM for future reference
  • Preparation for customer visits to include company research, training documents, liaise with Sales teams for any problems that may be encountered
  • Assist in creating and maintaining a proactive and positive environment with Customer Care, Sales, Marketing and other departments that impact Customers
  • Interact with 3rd party vendors. Participate in training and relationship building through joint on-site customer visits, mutual training and customer support
  • Regularly attend management, Sales, and Editorial meetings to present core information, keep communication channels open between departments and to be kept informed of all changes regarding clients and markets
  • Discover up-sell/cross-sell opportunities for products and services during client calls/on-site visits and pass on these leads to respective sales colleagues
  • Adopt technical products and product portfolio via education and problem resolution for the appropriate business unit
  • Collect report and act on Voice of the Customer feedback acquired from Customer interactions. Recommend process improvements based on feedback
  • Act as Subject-Matter-Expert in agreed upon area within Product Specialist team and Sales in one of the four areas but not limited to: (1) Management, (2) Customer Needs, (3) Technology, and (4) Training
  • Manage and deliver special projects assigned by leadership for the benefit of the Customer Support teams
  • Previous face to face and virtual training experience working with people of all levels essential
  • Proven ability to train people at all levels
  • Proven ability to work alone as well as in a team and work to tight deadlines
  • Flexibility for regular travel throughout Europe for this position
  • Travel between 30% and 60% dependant on territory within EMEA
  • Proactively understand customers' needs and absorb critical information that could result in additional revenue, potential down-sizing
  • Possess technical knowledge to support and train McGraw-Hill services to both internal and external Customers
  • Ability to influence individuals at all levels, give opinions and justifications
  • Use organizational/time management skills to prioritize workload, schedule trips and training sessions
  • Proficiency in Microsoft Office packages
  • Ability to set up internet connections / wireless internet connections
  • Computer literate with the ability to learn customer service software applications
  • Ability to analyze processes and procedures, identify and present necessary changes and involve and gain the commitment from all associates and other business units as part of any change process
  • Have a flexible approach to cover colleagues work when needed
  • Possess exceptional listening, written and oral communication skills to facilitate communication and interaction with all staff levels and customers
  • Fluency in a European language
  • Customer Service experience, complex problem solving experience to be able to assist clients
  • Ability to manage their own time and work under pressure and with short lead times
  • Experience with CRM systems for recording transactions and reporting metrics
  • Ability to work under Pressure and with short lead times
  • Flexibility for travelling to customer sites
69

Product Support Specialist Resume Examples & Samples

  • Maintain and continually update customer service request records in SAP, evaluating each record for customer complaints, then entering to the complaints database information relevant to the follow-up and resolution of commercial or research-related technical complaints/issues
  • Proactively generate account specific issue reports and work collaboratively with the Medical Affairs field teams to address issues identified
  • Participate in device failure investigations by gathering customer feedback and information then appropriately escalating as indicated, interfacing directly with the service and engineering staff
  • Perform as use case subject matter expert for follow-up calls with the Safety and Quality groups, gathering additional use case information from customers for AE and MDR reporting
  • As required for the product supported, provide support and backup to the Technical Support Consultant team including afterhours reference support, provision of updated reference materials, provision of feedback for process and work flow improvements and scheduling
  • Evaluate the technical/clinical training needs for internal employees and/or external consultants then develop and present targeted training programs and support materials relevant to their function
  • Excellent problem-solving skills
70

Product Support Specialist Resume Examples & Samples

  • Support product launches by ensuring that all collateral is ready to go for launch
  • Responsible for flawless execution of marketing assets
  • Drive all communications to internal and external stakeholders on USBC Marketing activities
  • Retain required files and documentation on products, services, programs and offers according to department policies
  • Prepare and submit Project Proposals for new initiatives or changes to existing processes/setups
  • Coordinates product research and analysis and development and implementation of moderately-sized products, services, programs and offers
  • Works with business lines on an ongoing basis reviewing existing offerings, modifying them as needed as a result of business goals and competitive pressures and developing new initiatives based on business line needs and market research on customers, competitors and trends according to established policies and procedures and applicable regulatory guidelines
  • Meets with business line and management personnel regularly to maintain understanding of current business situations and product-related needs
  • Performs ongoing research into a variety of product related areas, including competitor products and pricing and customer patterns and trends; orders research reports, reviews data, performs analyses and prepares summary reports and recommendations, including product performance reviews, competitor actions, customer profiles and market potential
  • Conducts primary research as needed to obtain specialized information not available from secondary sources, such as new product viability, reasons for customer loss, specialized product pricing and information on particular market segments
  • Coordinates vendors and others to conduct customer and competitor surveys; personally conducts surveys as needed
  • Obtains and incorporates information from Company customer and other databases if applicable
  • Develops new products, services, programs and offers together with business lines, other internal marketing and outside resources, other Company personnel and management as necessary
  • Prepares product strategies, specifications, profitability analyses and revenue projections, coordinating with finance and other areas as necessary, subject to the review of more experienced personnel or management
  • Identifies target markets and key customer and Company benefits. Develops proposed pricing, competitive positioning and marketing plans
  • Conducts demonstrations, incorporates feedback and obtains necessary approvals. Provides development support to more experienced personnel as needed
  • Implements new products, programs, services and offers with business line partners, involving any necessary inside or outside resources required
  • Creates implementation plans, assembles necessary personnel and coordinates efforts to complete projects
  • Maintains ongoing communications with other areas of marketing department to ensure promotional and other support is appropriately provided to new products, services, programs and offers
  • Reviews the competitor pricing information and recommendations made by Product Spec I
  • Coordinates with training department and others to educate internal personnel about new products, services, programs and offers to ensure effective introduction of new initiatives
  • Prepares informational materials as necessary, including product disclosures and fee schedules
  • Converts products, services, programs and offers of acquired companies into overall Company offerings as assigned
  • Ensures all products are in Compliance and meet all regulatory requirements
71

Product Support Specialist Resume Examples & Samples

  • Identify potential current engineering activities from customer experience with existing products
  • Provide customer assurance input and verification of new product and current/sustaining engineering projects
  • Provide technical customer experience input/insight for marketing and sales support materials and training
  • Generate and/or maintain supporting technical and customer facing documents
  • Support trade shows, sales requests, and marketing initiatives as required
  • Support the effective management of Packaging Product Investigation Requests (PIR’s) including the evaluation of physical and functional media issues and performance when necessary
  • Assist with the management of customer escalations working closely with the Product Manager, Commercialization Manager and Technical Applications Group (TAG) and Service Field resources
  • Provide assistance to the regional TAG and/or Service teams to support regional onsite activities
  • Develop technical training material to support dealers and service teams
  • Create and evaluate analog and digital processed plates, generation of sample plates to support sales cycle or product assessment
  • This position may require domestic and international travel (5% to 10%)
  • Self-motivated, goal orientation
  • Excellent Listening, Verbal and Written Communication
  • Organizational Proficiency and Interpersonal skills
  • Systematic Problem Solving
  • Understanding of Engineering Principals, Procedure Development, Experimental Design
  • Microsoft Office Suite
  • Measurement Methods
  • Post-secondary degree and/or demonstrated applicable experience which includes the understanding of the technology associated with letterpress, LAMs and dry offset printing and commercial printing applications
  • 1-5 years’ work experience in a commercial letterpress trade shop or dry offset production facility highly desirable
  • Ability to speak another language is desirable
72

Product Support Specialist Resume Examples & Samples

  • Work closely with customers to gather requirements and set up accounts on the company’s proprietary document management, composition, and/or print workflow systems
  • Configure systems/templates for new clients to meet specific requirements
  • Provide day to day support of the systems for the customer and answer questions or assist in resolving data and formatting issues, provide recommendations on new/unique situations pertaining to styles or data, and process more difficult changes/requests
  • Troubleshoot client issues with the systems and work to resolve functionality related issues and escalate technical issues to the appropriate response teams
  • Provide training to clients regarding the use, functionality and navigation of the systems and system functionality enhancements
  • Prepare general use guides and develop client specific documentation and templates
  • Performs other related duties and participates in special projects as assigned
  • HS diploma or equivalent with 3 years of relevant administrative/operational support in manufacturing operations or office environment directly related to the duties of the job, OR demonstrated ability to meet the job requirements through a comparable number of years of work experience. Minimum 3 years prior experience working in a print environment
  • May possess additional education certification in this level
73

Product Support Specialist Resume Examples & Samples

  • Bachelor Degree
  • Ability to comprehend technical processes and systems in order to offer solutions, resolve problems and further the progress of projects
  • Ability to develop strong relationships with internal and external clients and partners in the product value chain to develop solutions and contribute value
  • Ability to think critically to find solutions for difficult or complex issues
74

Product Support Specialist Resume Examples & Samples

  • Respond to after-hours support requests as needed
  • Participate in product triage meetings to monitor escalated cases/dev tickets for assigned products, escalating to management as needed to ensure timely progress
  • Provide implementation and upgrade support to new and existing customers
  • Help to maintain a library of product specific Virtual Machines to be used by support and other internal stakeholders
  • Provide input to Product Management regarding product enhancements
  • Demonstrate product functions and features to internal and external customers either in person or remotely
  • Acts as a primary contributor to knowledge base, product documentation and videos, and other customer and employee training resources
  • Participate in team meetings and training
  • Take ownership of personal metrics goals and provide appropriate communication to management regarding status and needs
  • Act as role model for expected team behavior in all areas including attendance, professionalism, time management, following process and protocols, etc
  • Work closely with management and support trainer to identify and address knowledge and skills development
  • Continue to develop product specific knowledge and skill in ERP and accounting focus areas
  • Obtain and maintain ERP and other technical certifications as specified by Support Management
  • Develop and deliver internal and external product training as needed
  • Provide continual feedback to management team to drive improvement in all areas
  • 3+ years in a support environment supporting software or a SaaS product
  • Deep technical expertise in one or more supported ERP products
  • Proven ability to communicate effectively, both orally and in writing, with individuals of varying technical skills and abilities
  • Highly organized, ability to prioritize tasks and work with minimal direction
  • Ability to create and encourage a positive atmosphere
  • Ability to work well with others in an interactive team environment
  • Experience implementing Dynamics AX or Navision
  • Experience troubleshooting at a code level in at least one object oriented language (e.g. C#)
75

Product Support Specialist Resume Examples & Samples

  • Serve as a Subject Matter Expert (SME) within the team/product of responsibility
  • Take inbound customer calls when a certain threshold is met/passed as instructed by supervisor/manager
  • Leverage remote access capabilities as a part of the Business Continuity Team, ensuring availability for customers in the event of management enacting the BCP
  • Participate in the departmental “On-Call” Rotation, again leveraging remote access to provide support access for customers outside of the center’s regular operating hours
  • Case management – including receiving and responding to customer email inquiries, customer complaints, enhancement requests, and research requests
  • Bachelor’s degree or 1 year related experience and/or training
  • Written Communication Certification
  • Sustained high level performance in current Key Performance Indicators/Goals
  • Handles confrontational situations with patience and professionalism
  • Proficient with the Microsoft Office Suite
  • Strong Organization Skills
  • Ability to focus on details and produce thorough resolutions to customer inquiries
76

Product Support Specialist Resume Examples & Samples

  • Frontline support for Shotgun Studio team focused on supporting client-side Studio productions using Shotgun
  • Technical expert to Clients helping solve production workflow problems by using Shotgun and Pipeline Toolkit
  • Proactively engage with Clients with on-site visits, GoToMeeting video calls, emails, Slack chats, or phone—whatever is needed to get the job done
  • Serve as a Client advocate in relaying valued input back to the Shotgun Product and Engineering teams
  • Collaborate across departments within Shotgun and make recommendations to improve internal workflows to successfully deliver on Client health and happiness
  • Educate and train Clients on the latest Shotgun, Pipeline Toolkit, and RV features to ensure successful adoption and to help Clients maximize their investment
  • Support adoption of Shotgun through demos, consulting, community participation and leadership, and the development of documentation and training material
  • Experience with Shotgun Python API
  • Experience with Shotgun Pipeline Toolkit
  • Experience with Shotgun Trigger and Action Menu frameworks
  • Proficiency in OmniGraffle
  • Understanding of Agile software development
  • Involvement in industry groups and events (SIGGRAPH, VES, etc.)
77

Product Support Specialist Resume Examples & Samples

  • Provide technical and product support for Accuity clients
  • Field with incoming client issues and enquiries for all Accuity solutions
  • Engage with clients via email and phone to resolve issues
  • Provide post-sales support for clients to help support new and ongoing client relationships
  • Produce new customer orders
  • Manage and maintain systems used to issue login credentials
  • Various other responsibilities as requested
  • Experience with working with various Microsoft technologies is essential, including MS Office
  • 2-3 yrs of corporate experience
  • Working knowledge of data transfer methods and file formats
  • Experience and understanding of incident tracking and case logging (SFdC)
  • Proven customer relationship skills
  • Well-spoken, articulate and able to influence people
78

Product Support Specialist Resume Examples & Samples

  • Acquire expertise in assigned air products and maintain expertise
  • Demonstrated ability to address conflict or opposing opinions and maintain a professional and cooperative temperament with internal and external customers
  • Provide technical support for the retail channel and directly to customers as required via phone, emails and chat
  • Provide problem solving in a technical support role. Load repetitive quality / reliability issues into QRMSa
  • Contribute to the Knowledge Base to improve field connectivity and effective troubleshooting, through all mode of multimedia
  • Communicate with peers, Engineers, Operations and Management to understand product specifications and root causes of issues
  • Support the development and implementation of “state-of-the –art” practices and technology and solutions to achieve operational excellence and customer support 24/7
  • Engaged in New Product Development activities such as design and reliability, field trial testing / feedback, field upgrades training / technical support capability of new technology
  • Participates in the activities of global expertise network leaders to drive TechDirect knowledge management execution; improve technician effectiveness with faster access to solutions and knowledge base
  • Scope & Dimensions: Fiscally responsible for equipment valued around $50,000 + USD. 90% Phone 10% Reliability / Projects (Phone Calls 40-80 Per day)
  • Associates degree or technical equivalent
  • 5+ years’ experience in technical work environment. Experience and ability to work effectively acting on own initiative with minimal supervision requirement
  • Ability to work confidentially to prevent potential exposure to claims against the company either legally or financially
  • Self-motivation and ability to make complex decisions
  • Planning and organizational skills with effective follow up and follow through
  • English language, additional languages are an advantage
  • Effective communication skills, both written and verbal
  • MS Office skills - proficiency in PowerPoint, Excel and Word essential
  • Requires direct customer contact, needs to be confident, courteous and professional in all situations
  • Pro-active approach to resolving customer issues, taking responsibility to form and lead teams as required to drive corrective actions and follow through to conclusion
  • Knowledge: One of the three competencies with a solid understanding of the remaining: Mastery of Rotary Air Compressors (7.5-50HP) and the experience in using the tools to troubleshoot, Mastery of Air dryers (Desiccant/Refrigerated) and the experience in using the tools to troubleshoot, and/or Mastery of small Industrial Air reciprocating compressors
79

Product Support Specialist Resume Examples & Samples

  • Support the Field Service Team on all actions to reduce installation time for the Standalone GC
  • Develop and deliver Basic/Advanced GC and corresponding GC Detector trainings
  • Develop and deliver Basic/Advanced training
  • Resolve GC issues for Hot Accounts as they arise in a professional and timely manner
  • Assist the Field Service Team by providing advanced troubleshooting and acting as factory liaison for difficult-to-solve problems
  • Travel to provide technical support in the execution of the tactical installation/repair for the GC Product Line
  • Support regional support initiatives for GC Products
  • Collaborate with field organization to achieve higher customer satisfaction
  • Assist the Engineering and Marketing in defining, executing, and proofing future software, hardware and feature deliverables
  • Complete miscellaneous duties related to GC business as assigned
  • BS Degree in Engineering, Chemistry, related technical discipline, or the equivalent technical knowledge and experience
  • This position requires 5 - 7 years experience in Engineering, Applications, or Field Service experience with GC Detectors and Analyzers
  • Advanced analytical approach to troubleshooting and technical problem resolution on GC and Valve Ovens
  • Willingness to travel 15-30% worldwide
  • Demonstrated knowledge and strong technical background in GC with standalone detectors (ECD, TCD, FID, PDD, etc)
  • Demonstrated knowledge and advanced analytical background
  • Demonstrated knowledge and advanced skills in using PC applications
  • High energy level with ability to take initiative
  • Process-oriented with demonstrated attention to details
  • Individual should be well-versed in customer interactions being sensitive to the customer’s needs and able to handle any situation that may arise
80

Technical Support & Product Specialist Resume Examples & Samples

  • 2-3 Years of technical support experience in the garden industry specifically including hydroponics and soil cultivation
  • 2-3 Years of customer service experience
  • Ability to multitask while completing projects on time, self motivated and proactive
  • Exceptional customer service and problem resolution abilities
  • Excellent interpersonal communication skills with the ability to work collaboratively
  • Proficient with PC (Microsoft Word and Excel) & G-Mail
  • Ability to work with a wide range of personalities constructively
  • 40 hours Per Week- Mon-Fri
  • Provide technical support to customers that need information on how to use our products, answer questions that pertain to general gardening and hydroponics
  • Work closely with multiple departments to follow up on technical sales inquiries
  • Respond to customer Sales and Technical emails and phone calls
  • Utilizing company software to monitor and track variances, RMA’s and customer inquiries
  • Work directly with Outside Sales Representatives regarding tech support and RMA’s
81

Product Support Specialist Resume Examples & Samples

  • Function as primary customer contact for all incoming calls and assigned customer cases by providing telephone, web, and email based technical support for Verint’s products
  • Ensure the highest level of communication with the customer to meet Verint’s contractual Service level Agreement (SLA) by providing regular updates with respect to progress of each incident, and quickly providing high quality, creative, and timely solutions in a professional manner while demonstrating the highest level of customer service
  • Facilitate resolutions with Verint’s customer contacts and with other members of the Verint organization (sales, services, product house, etc.) as necessary in the course of problem resolution. Technical guidance may be provided by a Senior Product Support Specialist and/or Technical Lead
82

Product Support Specialist Resume Examples & Samples

  • Identify and actively participate in application testing of new releases and hot fixes for the PCSC product line when needed
  • Perform system regression testing prior to upgrades
  • Communicate and train new product functionality to hospital members
  • Supply Chain and Contract knowledge with the ability to assist customers with questions regarding contracts and Supply Chain application issues
  • Exceptional customer service orientation
  • Confidence interacting with customers in contentious situations
  • Familiarity with all Microsoft Office Suite of Products
  • Experience in a supply chain operations environment and/or providing application or technical product support (troubleshooting, issue resolution) in an external customer support environment
83

Product Support Specialist Resume Examples & Samples

  • Provide administrative support and respond to sales rep requests by researching through vendor literature, the internet, and direct communication with the vendor
  • Contact vendors for acquisition cost to create new Medline item numbers in SAP database
  • Accurately cross-reference and/or research external brands to identify corresponding Medline items
  • Determine product features, benefits, and compatibility
  • Collaborate with the Product Support team to ensure that all incoming phone and email requests are resolved within 5 days
  • Work together with Product Managers to receive product training on Platinum Vendors
84

Product Support Specialist Resume Examples & Samples

  • Coverage of Product Support Helpdesk (telephone, mail and web support)
  • Provide pre- and post sales product assistance to internal and external customers
  • Assist customers with technical questions about products from Honeywell’s General Safety and High Risk product lines. These questions would include applications, product specifications, regulatory and product suggestions
  • Build relationships with customer base and become knowledgeable about the customer’s needs. Keep the customer updated on the status of reported problems. Communication with strong focus on customer service and solution quality
  • Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines for which training will be provided. Document knowledge articles as part of the daily workflow
  • Ensure all requests are timely handled depending on the complexity and the need to involve other departments outside of product support
  • Create, track and monitor Customer Relationship Management (CRM) records for all incoming support requests. Keep the system updated with current information on the support case, related activities and resolution
  • Maintain and extend product knowledge by self-study and by attending relevant training sessions. Build expertise on products, product use cases, regulatory bodies, etc
  • Provide product-related technical trainings and/or create training materials
  • Fluent in English both written and verbal
  • Fluency in 2 additional languages amongst the following: German, French, Dutch, Italian, Spanish - Possible combinations (German-Dutch; French-Italian; French-Spanish)
  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
  • Great communication skills; ability to communicate and build relationships comfortably with customers
  • Strong analytical and problem solving skills, ability to quickly and correctly assess the impact, complexity and urgency of customer requests
  • Knowledge of SalesForce.com would be preferred
  • Knowledge of Knowledge-Centered-Support (KCS) or other knowledge management methodologies would be preferred
  • Proactive and resourceful, able to multi-task, prioritize and work independently as well as in a team environment
  • A thorough knowledge of Microsoft Office applications
  • Strong listening skills to thoroughly understand a customer problem or question
  • Ability to present information clearly and concisely
85

Product Support Specialist Resume Examples & Samples

  • Works directly with our business partners (Service, Implementation, and Lifecycle team) to integrate our ADP Payroll Card Clients
  • Collaborate with Clients to resolve problems quickly and provide daily support to client and card holder problems
  • Handles complex configuration changes, including documentation, set-up, testing, and promotion to production for several client and back office processes
  • Resolves escalations and production issues by researching the root cause of the issue and fixing the issue or working with appropriate resource to fix the issue
  • Collaborates closely with cross-functional stakeholders (Client Services, Implementation, Trust Accounting, Compliance, and Legal) to ensure they have required data elements to perform function
  • Participates in system set-up, testing, and production (data management) for various ALINE programs (TIPS, Card Enrolment, and other projects.)
  • Detects and identifies enhancements and improvements that increase the quality and efficiency of data processing
  • Resolves client issues related to back office functions and new business requirements
  • Ability to write database queries and reports using standard tools such as TOAD; Excel Vlooks and possibly SQL experience
  • Maintain/updates functional documentation to support reporting and client procedures
  • Heavy data manipulation
  • Participate in process improvement and client/associate satisfaction improvement initiatives
  • Respond to internal, client, and other external e-mail, voice mail, and verbal requests within the stated guidelines
  • Provides excellent service daily, weekly, monthly, and for ad hoc tasks
  • Share key learning experiences with team members to help them avoid known pitfalls
  • Keep current in benefit administration industry knowledge
  • Participate in team and department meetings and training
86

Product Support Specialist Resume Examples & Samples

  • Provides accurate information to the Dealer Network in a friendly manner
  • Seeks out answers to questions within the materials and tools available
  • Escalates calls appropriately ensuring a soft transition if an inquiry is beyond scope of knowledge
  • Achieves goals for incoming customer inquiries via call and e-mail
  • Maintains product knowledge through training and continuing education
  • Fosters a positive team atmosphere in all functions of Customer Support
  • Maintains a “customer first” attitude at all times
  • At least one year of experience handling a high volume of inbound calls or working in a customer support role
  • Proficient computer skills with a proficiency in Microsoft Office
  • Self-motivated with emphasis on assisting customers by resolving issues quickly and accurately, while maintaining an ownership until resolved
  • Ability to work independently with attention to detail
  • Can do attitude, with emphasis on team-work
  • 2 year technical degree
  • Experience with gas and diesel driven engine systems
  • Electrical or mechanical aptitude and ability to read schematics
  • Previous experience with auto parts look up and technical understanding
87

Product Support Specialist Resume Examples & Samples

  • Answers internal and external customer phone calls and e-mails related to product questions
  • Analyzes product problems and recommends solutions. Conducts appropriate research on issues; including reviewing technical and online resources
  • Assists customer verbally with installation of a product while following proper guide lines
  • Compares and contrasts products for a customer and recommends the appropriate product for the customer�s needs
  • Assists customers in finding products in the catalog and placing orders based on that information
  • Assists the customer with appropriate warranty procedures and information
  • Must be eighteen years of age
  • Must pass pre-employment tests if applicable
  • HS Diploma or GED, strongly preferred. Specialized skills training/certification may be required. Generally 2 - 5 years of experience in area of responsibility
  • Product and customer service experience
88

Product Support Specialist Resume Examples & Samples

  • Associate’s degree in an electrical, mechanical or electronics related field or 4 years of professional work experience in a product support or service technician role
  • A minimum of 4 years of work experience in a product support or service technician role
  • Previous work experience with customer service or sales
  • A valid U.S. driver’s license
  • The ability to travel in the U.S. and Canada up to 30% of the time
  • The ability to teach customers and dealers about Valmont Products
  • The ability to communicate technical information to non-technical stakeholders
  • The ability to lead contract crews in the field
  • Excellent communication, organization, analytical and interpersonal skills
  • Bachelor’s degree in Mechanized Systems Management, Agricultural Engineering or related field
  • Previous service or maintenance experience in an industrial applications, electrical, mechanical or electronic area
  • Professional work experience teaching or education others on irrigation concepts
  • Passion and integrity with the drive to excel and deliver exceptional results
89

Product Support Specialist Resume Examples & Samples

  • Responds to customer product inquiries via telephone or in written internet-based email or chat sessions
  • Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action
  • Prior wire transfer, banking or finance related experiences a plus; wire transfer experience preferred
  • Documents client information and recurring technical issues to support product quality programs and product development
  • Knowledge of banking/ewire or FIS products and services
90

Product Support Specialist Resume Examples & Samples

  • Thoroughly diagnose data content or technical problems and promptly communicate solutions to customers
  • Demonstrate a strong sense of ownership and empathy for customer’s problems
  • In the first 6 months
  • A good understanding of financial markets
  • Exposure to front office trading/market data environments, ideally in a client/business facing role
  • Pre-trade or post-trade data exposure
  • Customer facing personality
  • Calmness under stress and ability to participate in incident management
  • A strong aptitude to troubleshoot and solve problems
  • Unix, Unix power tools, Unix scripting (proficiency of 7+ on a scale of 10)
91

Product Support Specialist Resume Examples & Samples

  • Product research
  • Communication with vendors to determine comparable products
  • Check availability of product
  • Research pricing
  • Create professional looking quotes
  • Create reservations in SAP for quoted products
  • Communicate with field partners and Central Purchasers for ordering quoted product
  • Maintain log of quote requests and quoted product information
  • High School diploma/GED required; college degree preferred
  • Valid driver's license required
  • Knowledgeable in computer applications and/or systems including: Corporate Email System (including calendar management), Internet/Intranet, MS Excel and MS Word required; prefer MS PowerPoint
  • Prior experience in rapport building with internal and external customers, probing for customer requirements, and presenting solutions preferred
92

Customer Support Product Specialist Resume Examples & Samples

  • Be a subject matter expert for Activity & Exercise features in Fitbit’s connected fitness products
  • Work directly with the product team to influence and support development of new and existing features, services, and experiences from the perspective of the customer
  • Independently provide guidance to product owners, marketing teams, and executives regarding how customers will react and how the business will be impacted by the design of a given product or feature
  • Work with Field Testing team to understand user feedback in order to anticipate customer questions and concerns
  • Manage prioritization and resolution of customer-facing issues with cross-functional partner teams based on judgement and expertise, including filing detailed bug reports and identifying potential stakeholders across multiple partner teams
  • Manage scheduled reporting of customer issue trends and insights to product teams and leadership, including analysis and guidance for decision-makers
  • 2+ years of experience working in a technical customer support environment, including experience working directly with product and/or engineering teams developing interactive, app-based features
  • Familiarity with connected exercise products and wearable fitness technology
  • 2+ years of hands-on experience with CRM software, especially Salesforce
  • Demonstrated ability to provide executive leadership with strategic guidance based on your own analysis and judgement
  • Demonstrated ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer
  • Meticulous attention to detail and a commitment to quality
93

Product Support Specialist Resume Examples & Samples

  • Provides telephone and email support to internal and external customers
  • Organizes, investigates, and resolves issues in a timely and effective manner
  • Assists with software testing as needed
  • Interfaces/communicates with other departments to ensure product maintenance utilizing established procedures
  • Actively participates and contributes to internal process improvements
  • Supports application functionality and remains current on release updates and product knowledge
  • Develops advanced product knowledge
  • Maintains and shares industry knowledge with team
  • Works through data processing and validation issues with internal support teams
  • Directs clients to appropriate training & education resources, both internal and external
  • Provides best practices in how to use products to clients as needed
  • Provides quick, on-the-spot tutorials to clients as needed
  • Answers direct client/end user calls
  • Adheres to established procedures of documenting support cases
  • Reports software/product bugs to development and product management staff
  • Maintains and updates internal documentation
  • Attends internal meetings as needed
  • Performs other task and projects as needed
  • BA/BS in Business Administration, Healthcare, or 2+ years industry related experience
  • Demonstrated understanding of Hospital work flow
  • Ability to understand basic financial management principles, such as the difference between revenue and expenses
  • Solid knowledge of all Microsoft Office Products
  • Must have exceptional troubleshooting skills both technically and at the application level
  • Must have experience providing technical expertise in a customer support environment, preferably healthcare
  • Ability to interpret and communicate an extensive variety of technical instructions
  • Ability to strategically analyze, collect data, and identify problems using advanced analytical skills
  • Must have excellent organizational and follow-up skills with great attention to detail
  • Self-starter and ability to work both independently and in a collaborative team approach
  • Ability to communicate with others, including clients, in a clear, effective and professional manner on the phone, via email and in person; and the demonstrated use of good written (i.e. good grammar/spelling) and verbal communication skills
  • Ticketing System experience preferred (Salesforce a plus)
94

Product Support Specialist Resume Examples & Samples

  • Assist in standardizing the service delivery model for all existing service products provided to clients of ADP TotalSource
  • This will include, but is not limited to gathering data on existing products, preparing appropriate documentation (i.e. policies and procedures, training materials, audit materials, etc.), offering training & support, and auditing improvement of the processes
  • Provides input and requirements for the enhancement and development existing products
  • Will work with the region, Central Operations, and other functional departments inside and outside ADP, to assess process needs and identify product issues
  • Reviews changes in products and ensures compliance in processing, procedures, and reporting
  • Works with management in identifying areas for improvement and developing plans for change and/or developing written procedures
  • Provides subject matter expertise input into the design and development of new product, features and processes
  • Conducts QA and testing of change requests and other projects as necessary
  • Maintains a broad knowledge base encompassing the evolving TotalSource application product set
  • Provides information and explanation to users and support functions within the TotalSource environment
  • Ensures successful implementation of business requirements into product feature/function set
  • Act as an additional liaison with product vendor relationships as appropriate
  • Analyze operational workflows and processes and develop standards and policies and procedures from product/practices gathered
  • Also work with IT to enhance supporting systems as well deploy new systems that will improve operational efficiencies
  • Develop project plans and schedules and work with all functional areas to bring projects to completion on time and within budget
  • Support field and operational service staff in improving the quality of their service deliverables and activities
  • Works on the most complex systems analysis assignments fairly independently
  • Gathers information, analyzes and formulates logical statements for developing and modifying specifications
  • Receives general direction; works independently most of the time
  • Regularly operates under deadlines and subject to extreme workloads
  • Performs other relevant duties and assignments as directed
  • 3-5 years experience in product development/support, human resources, benefits or payroll, or related fields
  • Bachelors degree in product development or related fields (or equivalent in education and experience)
  • Human Resources education a plus
  • PEO Human Resources experience a plus
  • Includes progressive structured analysis or systems analyst experience
  • Requires strong interpersonal skills, good presentation and communication skills and analytical ability and a considerable aptitude in human relations
  • Must be able to work under pressure
  • Possess excellent writing and oral communication skills
  • The position requires analytical abilities, excellent working skills and excellent interpersonal skills
  • Project management experience required
  • Self-starter who is customer focused, possessing solid problem solving skills and team building skills
  • Working knowledge of PC's, Windows 95/98/2000/NT and Novell Networks, client server environments and databases
  • History of effectively functioning in a rapidly changing, multiple priority environment
  • Ability to implement concepts, ideas, and plans
  • Strong team player as well as individual contributor
  • Knowledge of Enterprise and other TotalSource applications is preferred
95

Product Support Specialist Resume Examples & Samples

  • Be one of the first contacts for support and mobile issues from BuzzFeed editors, creatives, and community members
  • Identify and diagnose problems and work with developers to help quickly implement fixes
  • Work closely with our Product, Project Management, and QA teams to be aware of bugs, fixes, and enhancements
  • Be a passionate advocate for great user experience!
  • Ideally 2-3 years experience in a product support role in a fast paced environment
  • Experience working with both desktop and mobile web teams and projects
  • Ability to read HTML well enough to recognize different elements on a page, like embeds, for troubleshooting purposes
  • Familiarity with using Chrome developer tools to inspect elements and troubleshoot problems
  • You are comfortable communicating with developers and have a basic understanding of technical language. Coding skills are a plus but you dont have to be an engineer
  • Outstanding interpersonal and written communication skills
  • Bonus: Experience with ZenDesk and/or JIRA
  • Bonus: An interest in content management systems and publishing
96

Product Support Specialist Resume Examples & Samples

  • Provides 2nd line/escalation support for IR Desktop within Global Corporate Solutions
  • Works as a liaison between front line service teams and back-end Product and Development teams for issue resolution
  • Tracks and communicates updates regarding reported issues to front line teams
  • Develops and maintains IR Desktop escalation paths and troubleshooting processes
  • Interacts directly with clients, as needed, for troubleshooting and support
  • Supports product release testing needs, pre and post feature enhancement, and product release deployment
  • Captures feedback and specifications for product enhancement requests and contributes to global product roadmap strategy
97

Product Support Specialist Resume Examples & Samples

  • Provide application, OS, infrastructure, and database support via phone, email and remote sessions
  • Efficiently and effectively troubleshoot and resolve complex technical issues
  • Test, identify and report system usage, bugs and trends
  • Professionally and collaboratively communicate with developers, database administrators, etc. to resolve customer problems as required
  • Respond to customer issues in a timely manner
  • Configure testing environments to recreate the customer environment using VMware based virtual machines
  • Monitor voice and email messages
  • Test applications prior to public release as requested
  • Bachelor Degree in Computer Science, Information Technologies, or technology centric area of study, or 3+ years’ experience in Windows network application support
  • Must demonstrate ability to troubleshoot and configure Windows OS, Windows Server, and Windows Web Server (permission sets, folder structure, and maintenance)
  • 2+ years of experience working with IIS 6 or higher. Demonstrated ability to add web sites or create virtual directories, configure http handlers (ISAPI, ASP.NET), and set NTFS permissions (Windows NT File System)
  • Experience with SQL Server database, expertise level must include database backup and restore, ability to write SQL statements (select, update, delete, insert, joins), ability to capture problematic queries using SQL Profiler
  • Must understand relational database concepts, database schema, and basic database maintenance including executing stored procedures, and ability to use SQL management studio
  • Must demonstrate understanding of Windows Registry (structure, format)
  • Experience supporting Active Directory is a plus, as well as exposure to Terminal and Citrix servers environment
  • Understanding of concepts such as .NET, WCF, WPF, Web Services related to applications and their configuration
  • Must exemplify a service-oriented customer-centric personality with a real passion for solving customer problems
  • Ability to communicate fluently in Spanish and/or French would be a huge plus
  • Must be self-motivated, responsible and an independent thinker, while working comfortably in a team environment
  • Demonstrate strong communication skills verbal and written. Should have a clear speaking voice with strong annunciation skills
  • Must be able to adhere to a predefined schedule
  • Must display strong analytical, problem solving and troubleshooting abilities
  • Must understand the concept of problem ownership, and must be willing to give the extra effort required to get the job done
  • Must have an innate desire to learn and develop own technical skills beyond the limits of the daily role. Examples include building PC's or networks, learning database or programming technologies, and finding ways to utilize technology in their own lives. Essentially, ability to embrace technology and enjoy learning how it works
  • Demonstrate the ability to adapt to rapidly changing environments
  • Demonstrate the ability to quickly and accurately perform root cause analysis
  • Demonstrate the ability to formulate solutions to an issue based on information available. Exhibits the ability to infer and develop ideas from incomplete information
  • Must be resourceful, must be able to exemplify use of tools or research skills to work through issues
  • Demonstrate the ability to quickly learn and use new software. Should expect to walk through installations, application menus, reports, and database schema
98

Product Support Specialist Resume Examples & Samples

  • Native Spanish speaker and Strong oral and written language skills in Portuguese
  • Strong oral and written language skills in English
  • Experience using: SAP and MS Office suite (Word, Excel, Outlook)
  • Experience troubleshooting medical equipment/services in contact center/helpdesk
99

Product Support Specialist Resume Examples & Samples

  • For support issues, acts as initial contact for troubleshooting, and actively drive issues toward resolution
  • Responsible for answering general inquiries via telephone, internet-based chat sessions, or email
  • Consistently exercises independent judgment and discretion in matters that have financial impact to the client's business
  • Coordinates and acts as liaison between client and internal departments ensuring clients' needs are met
  • Develop product expertise across assigned software products
  • Conduct and/or assist with system enhancements, user application, and quality assurance testing
  • Proficient in Strata products and workflows; well versed in the media industry and terminology
  • Engage and participate with agile program teams regularly to resolve software issues and introduce items to the backlog, as well as help prioritize items that would most impact Client Service
  • Create departmental documentation such as product or troubleshooting materials
  • Bachelor's Degree in Computer Science, Business or equivalent field/work experience
  • 1-2 years customer or technical support experience
  • Excellent communication (oral and written), interpersonal, organizational, and presentation skills
  • Passion for solving client issues and a champion of great customer service
  • Self-motivated, team player, action and results oriented
100

Product Support Specialist Resume Examples & Samples

  • Provide Level 2 product/system support to regional admin/staff. Take appropriate steps to bring any open support cases to resolution in a timely manner
  • Analyze case problems, distinguish if it’s product defect or product enhancement requirement. Submit Defect in Jira, follow up and notify stakeholders of the status
  • Work with tech teams to evaluate and prioritize complex product defects, help to identify causes and derive resolutions
  • Develop product/system knowledge bases and FAQs for reference purposes
  • Coordinate with product team & business units to support new product launch and existing product enhancements implementation
  • Develop training materials and conduct trainings to staff if necessary
  • Perform additional functions as requested by management
  • Bachelor degree with more than 3 years’ similar working experience in international firms
  • Excellent trouble shooting and problem solving skills
  • Familiar with product development process
  • Very good interpersonal skills and team spirit
  • Good oral and written English
  • Training experience will be a plus
  • CRM system especially Salesforce admin experience will be a plus
101

Product Support Specialist Resume Examples & Samples

  • Provide technical support and customer service to Outboard dealers, boat builders and consumers
  • Exercise independent judgement
  • Follow through and take ownership in resolving product issues
  • Maintains detailed telephone, fax, mail and email correspondence records from internal and external customers
  • Respond promptly to customer contacts via phone, fax, email and MercNET
  • Agents possess warranty privileges and will be expected to approve/deny claims as necessary
  • Evaluate failures with product integrity/warranty ensuring consistency in warranty and customer relations adjustments
  • Assist with parts tear-down and inspection of failed components, to determine warranty eligibility
  • Agents are expected, in a timely manner, to become Mercury Certified Technicians. After 5 years of certification, they are eligible to take the Master Certification test
  • Agents are encouraged to take Green Belt training and become Lean Six Sigma certified, after completing two projects within one year
  • Many agents create in-depth trouble shooting guides to assist our Dealers with diagnostics and troubleshooting
  • Provide support and assistance to our field personnel. From time to time, agents will travel to assist dealers with field issues
  • May be a member of a product team along with the appropriate Service Product Manager. This will further improve dissemination of product information to the specialization teams
  • May be an instructor for in-house product service training
  • May be a Team Leader for technical service specialization team
  • Participate in special and ad hoc projects as needed
  • Working knowledge of Mercury Marine policies and procedures
  • Able to consistently exercise discretion and judgment in resolving issues of significance to Mercury Marine
  • Able to resolve complex issues to the satisfaction of multiple parties
  • Able to develop creative ways to address and resolve internal and external issues
  • Able to maintain respectful and professional interaction with various personality types in complex situations
  • Able to recognize, document and communicate emerging product issues to engineering and product management for review and possible action
  • Desire to take ownership of projects and drive them to completion
  • Able to thrive in a fast paced, high pressure environment with little direct oversight
  • Strong desire to learn and improve
  • Graduate of Technical College preferred
  • Minimum three years technical experience in the marine industry or related field
  • Experience servicing Mercury products
102

Product Support Specialist Resume Examples & Samples

  • Associate's Degree or Technical Degree or equivalent
  • 0-2 years applicable experience plus the education listed above
  • Project Management skills and ability to meet deadlines
  • Demonstrated experience contributing to successful teams
  • Computer applications -- Oracle, E-mail, OMS, Internet, etc
  • Proficient knowledge of Product Line
  • Working knowledge of wiring, lamps and ballasts
  • Understanding of lighting, photometry, applications, electrical and mechanical components
  • Effective verbal and written communication and presentation skills
  • Lighting Industry experience preferred
  • 0 to 2 years
103

Product Support Specialist Resume Examples & Samples

  • The ideal candidate should be qualified to HNC/HND or degree level or equivalent, in either Agricultural or Mechanical Engineering, although sufficient previous experience, technical ability with the appropriate attitude could be sufficient
  • They will have the ability to work from their own initiative, and should have strong communicative skills that will enable them to communicate successfully at all levels both within and outside the organisation
  • Specific knowledge of Access and Mobile Platform equipment and service would be highly desirable and also a detailed understanding of mechanical & electrical systems on construction or agricultural equipment would be beneficial. Training on JCB on specific equipment will be provided as required
  • Above all the applicant must have an extreme desire to succeed and demonstrate the self-motivation and urgency that our customers demand
104

Product Support Specialist Resume Examples & Samples

  • Manage all related Product Services business in the assigned region
  • Establish strategic plans, targets, and account plans in partnership with the RSD and Account Executives to direct and support the efforts of achieving the overall region Product Services Quota
  • Work with sales team to define growth opportunities in after market power transmission markets for assigned region, measure progress to the plans
  • In collaboration with the Account Executive, proactively make contact and develop relationships with customers, define customer needs and requirements, and communicate solutions/options
  • Analyze, edit and process incoming requests for quotations and orders as needed
  • Help prepare formal quotations as needed
  • Coordinate activities with Strategic Account team
  • Work closely with Manufactures Representatives and Distributors within the region
  • Manage the National Account agreements for any customer headquartered within the assigned region,
  • Provide updates & on-going training to the Account Executives and customers as needed
  • Will have some direct target account ownership/responsibility
  • Assigned Annual Improvement Priorities (AIPs) by the Director of Commercial Operations
  • Communicate with various internal departments necessary to meet customer required dates
  • Must know how to communicate the value proposition and sell services
  • Outside sales experience, preferably in the industrial power transmission field or related industries, is helpful
  • Strong in forming, cultivating, and maintaining customer relationships
  • Driven and motivated by the prospect of finding opportunities to increase business, and make the sale
  • Prior experience giving presentations and/or providing training on products
  • Extremely high level of mechanical aptitude, with a hands-on orientation as needed
  • Technically strong and knowledgeable in mechanical engineering and power transmission products
  • Field Service background is helpful
  • Strong written, verbal and listening communication skills required
  • Prefer strong computer skills with advanced expertise and proficiency in Microsoft Office applications
105

Product Support Specialist Resume Examples & Samples

  • Respond to customer product inquiries via telephone or in written internet-based email or chat sessions
  • Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters
  • Troubleshoot problems with malfunctioning electro/mechanical equipment or software applications and recommend corrective action
  • Document customer information and recurring technical issues to support product quality programs and product development
  • Prioritise support issues and respond appropriately to multiple critical situations
  • Manage case load and accurately document defined problem statements, troubleshooting efforts, results, next steps and resolution
106

Product Support Specialist Resume Examples & Samples

  • Provide real-time point of care telephone support during regular business hours and during scheduled “on call” time (mobile phone will be provided) and document the details of the call via a Clinical Device Support Contact Record
  • Provide support and backup to the Technical Support Consultant team including afterhours reference support, provision of updated reference materials, provision of feedback for process and work flow improvements and scheduling
  • Review Technical Support Contact Records received (includes reports received directly by in-house technical support and by external technical consultants) to ensure consistency and completeness
  • Proactively generate account specific issue reports and work collaboratively with the Medical Affairs field teams to address those issues
  • Familiarity with Quality systems and regulations a plus (i.e. CFR, MDD, QSR, GMPs, ISO 13485, CMDCAS, etc.)
107

Product Support Specialist Resume Examples & Samples

  • Provide phone, email, and web based support for Medline Sales & Customers
  • Data enhancement – Web updates, creating product attributes
  • Perform project based work
  • Work closely with Project Managers, Product Management, and other inter office departments in identifying, reporting, and resolving product issues and requests
  • Develop and foster strategic relationships with internal/external Customers
  • Meets service level agreements (SLAs) for responsiveness and quality resolution
  • Accurately cross-reference account item files
  • Access gaps in product offerings and work with the relevant product manager to set-up new vendors and items
  • Price items based on known competitive pricing, average market pricing and/or GPO pricing
  • Work with product managers across multiple divisions to receive cross and price information in a timely manner
  • Consolidate the prices and crosses from various divisions and summarize the distribution opportunity
  • Answer sales rep and customer questions (pricing and/or product specifications) about the full portfolio products
  • Follow-up with the reps to understand what business has been closed and what additional information/support is needed
108

Product Support Specialist Resume Examples & Samples

  • Customer Support:Customer Support (both on site and on the telephone to customers) and customer communication on support and technical issues following relevant Ortho procedures
  • Educated to a recognized Academic and technical standard dependent on Country requirements and policies. Experience gained in a similar role
  • A full clean driving license is essential
  • IT skilled
109

Product Support Specialist Resume Examples & Samples

  • Experience with Linux / UNIX - based operating systems
  • Experience with appliance management: assembly and deployment of routers, warehousing, inventory, and replacement cycles
  • Strong customer service experience preferably with healthcare data
  • Experience with data analysis and experience with relational databases and relational database concepts helpful; SQL and Oracle preferred
  • Experience with VMware is a plus
  • 3 years of experience in a Linux / UNIX environment, 5 years preferred
  • Bachelor’s degree is required
110

Product Support Specialist Resume Examples & Samples

  • Minimum of 2 yrs day to day working knowledge of SQL databases, Queries, Crystal Reports or Reporting Services reporting
  • Working knowledge of Cognos reporting software highly desired
  • Experienced in writing reports for Business Intelligence and trending desired
  • Working knowledge of a Microsoft OS-based server/client environment desired
  • Knowledge of FIS' products and services highly desired
  • Knowledge of financial services industry highly desired
  • Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
  • Excellent analytical, decision-making, problem-solving, team, and time management skills
  • Demonstrated ability to persuade and influence others on the best approach to take
  • Is resourceful and proactive in gathering information and sharing ideas
  • On call weekend support rotation
111

Product Support Specialist Resume Examples & Samples

  • 2) Customer service experience in a related field such as the appliance industry is a plus
  • 3) BA or BS degree in Business Administration, and/or related fields is a plus but not required
  • 4) Must be proficient in Microsoft office
  • 5) Having a mechanical background and hands on job experience from the appliance or building industry is a plus
112

Product Support Specialist Resume Examples & Samples

  • Work collaboratively with the Product Support team to ensure that all incoming customer/sales requests are reviewed and resolved or passed to the appropriate group
  • Resolve intermediate to difficult problems, while collaborating with more senior level employees on more complex problems/crosses
  • Identify and report training deficiencies to Product Manager or Senior Product Support Specialist. Access gaps in product offerings and work with the relevant product manager to set-up new vendors and items
113

Product Support Specialist Resume Examples & Samples

  • HS Diploma or GED equivalent
  • 2+ years professional experience in customer service
  • The Product Support Specialist will have exposure to customer support CRM tools
  • Experience with Microsoft Office, PC software, OS
  • Exposure to payroll software or knowledge of payroll tax returns preferred
  • The Product Support Specialist will have the ability to work weekends and extended hours as requested during peak periods, quarter end and year end
  • Bilingual (English/Spanish) preferred
  • 2+ years professional experience in customer service including chat, email and telephone
114

Customer Support Product Specialist Resume Examples & Samples

  • Be a subject matter expert for a the Fitbit developer platform and SDK
  • Work directly with product and partner teams to influence and support development of new and existing products, services, and experiences from the perspective of the customer
  • 2+ years of experience working in a technical customer support environment, including experience working directly with product and/or engineering teams
  • Previous experience building or supporting developer platforms, app ecosystems, or SDKs
115

Product Support Specialist Resume Examples & Samples

  • Work collaboratively with the Product Support team to ensure that all incoming customer/sales requests (phone / multiple email boxes) are reviewed and resolved or passed to the appropriate group. Provide administrative support and respond to sales rep questions as needed
  • Manage the division’s sample room product orders / inventory, literature orders / inventory, marketing tools orders / inventory, outbound trial and evaluation product order / inventory requests, and glove box holder program
  • Lead the division’s Product Hold process across the company through careful investigation and resolution, and reduce expense associated
  • Oversee marketing campaign effectiveness and lead rep / customer follow-up process
  • Lead special warehouse projects like was/is, over-label, vendor debits, and special shipping requests
  • Lead administrative functions like semi-annual team event planning, major meeting organization and minutes, and support division president in schedule coordination and expense management
  • Provide in-bound phone traffic support
  • Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling)
116

Product Support Specialist Resume Examples & Samples

  • Own customer issues from start to finish
  • 2+ years of customer service or product support experience. SaaS preferred
  • Familiar with: Windows, Internet Explorer, Google Chrome, Microsoft Office
  • Ability to multi-task and prioritize tasks as you go
  • Experience with small computer networks, firewalls, and antivirus software a plus
  • Familiarity with QuickBooks or with basic accounting principles a plus
117

Product Support Specialist Resume Examples & Samples

  • Customer/Client relationship management
  • SQL knowledge and/or experience is needed for this role
  • Proficiency in database management/data integrity within a Customer Relationship Management (CRM) System
  • Experience in Microsoft Excel (Pivot Tables, Vlookups…etc) with large datasets
  • Experience in Microsoft office
  • Experience with Accounting and Finance, General Ledger, Accounts Payable or Healthcare is preferred
118

Product Support Specialist Resume Examples & Samples

  • Receive and respond to all customer inquiries and complaints within a 24 to 48 hour turn-around
  • Advise dealers on the availability of conversion parts and assist dealer and /or customer to solve problems associated with replacement parts
  • Manage all assigned orders with focus on emergency orders by expediting through supply chain
  • Enter requisitions for order placement with supply chain
  • Prepare parts quotations for dealers
  • Daily phone and email correspondence with dealer network
  • Communicate to factory through the Helpdesk system- follow-up, follow-through & close issues once resolved
  • Complaint resolution and/or move to appropriate team member for resolution
  • 3 years experience working in a customer service and team oriented environment
  • HS diploma or GED equivalent
  • College degree or any combination of education & experience that provides required knowledge, skills, & abilities necessary to perform the duties of this position will be considered
  • 1+ years experience w/Oracle, ERP system or SAP
  • Ability to speak, read, and write fluently in the English language
  • Experience working within a specialized call center with strong orientation for prompt accurate response
  • Ability to write and communicate professionally w/both customers & co-workers
  • Fluency in language(s) other than English a plus
119

Product Support Specialist Resume Examples & Samples

  • Provide application support for clients using Epicor eCommerce Products
  • Document procedures and processes where required to assist clients
  • Produce custom reports, smart views, dashboards and custom SQL scripts for clients
  • Provide troubleshooting steps to development team for resolution
  • Work with both technical and non-technical staff to resolve issue
  • Be the owner of customer issues until resolution
120

Customer Support Product Specialist Resume Examples & Samples

  • Act as a subject matter expert for Fitbit’s in-app Social features, including Adventures, Challenges, Friends, and other interactive features
  • Manage scheduled reporting of customer issue trends and insights to the Social product and engineering teams, as well as leadership, including analysis and guidance for decision-makers
  • Maintain documentation of current and emerging issues involving Social features for customer support agents, including handling process and proper troubleshooting, and communicate updates about the resolution of these issues to customer support agents via the proper channels
121

Product Support Specialist Resume Examples & Samples

  • Previous applicaiton/product support experience
  • Coming from a call center/remote support environment
  • Great Customer Service Ability
  • Be the first point of contact for all customers' product issues and manage the resolution of those issues to ensure customer satisfaction
  • Provide product support via phone, email, and online with patience and professionalism
  • Maintain a high level of professionalism with clients and work to establish a positive rapport with every contact
  • Update and maintain customer records in customer management system and incident tracking software
  • Become an expert in the functionality of our software. Remain current on new software features and functions
  • Develop an overall understanding of scaffolding and the scaffolding industry
  • Create clear written instructions for users
  • Communicate simply and effectively the capabilities and functionality of the software as they are relevant to the customer's business processes and objectives
  • Inform development department of customer issues and feature requests
  • Ability to work independently and be self-starting with minimum direction
  • Serve as a customer advocate
  • Bachelor's degree, degree in a technical or training discipline, or equivalent work experience
  • Minimum of 3 years of successful work experience in support and/or training of end-users in software, including demonstrated experience with both technical and non-technical audiences
  • Excellent spoken and written English skills
  • Strong computer skills and ability to learn new programs quickly
  • Strong familiarity with Windows/PCs and Microsoft Office
  • Excellent interpersonal skills with a genuine enthusiasm for our products
  • Creative problem-solving
  • Effective interaction within all levels of an organization - both internally and externally
  • Add value immediately to a fast-paced environment
  • Ability to identify gaps and take initiative to recommend improvements
  • Demonstrated ability to respond effectively to multiple conflicting priorities, manage changing priorities and respond to unexpected changes
122

Product Support Specialist Resume Examples & Samples

  • Provide a positive customer experience and strive to exceed expectations by meeting deadlines and commitments; anticipate and/or identify their needs and concerns; and diligently respond to questions or requests in a timely manner
  • Be attentive to all internal and external customers; gather information and thoroughly research the inquiry/issue to identify the full scope and draw conclusions to support your resolutions/decisions
  • Structure your time effectively; balance competing project priorities, complete work in a timely manner and meet established quality expectations
  • Stay focused and set clear commitments and priorities; stabilize and refocus quickly when change occurs; monitor work to meet deadlines and keep others informed of progress
  • Enthusiastic about working directly with customers to build positive business relationships
  • Convey information in verbal and written forms in a constructive, clear and concise manner
  • Understanding of Dragon Medical Solutions for Veterans Affairs clinicians (Dragon Medical One, Dragon Medical Network Edition)
  • Experience working remotely
123

Product Support Specialist Resume Examples & Samples

  • Ability to gain a basic knowledge of all clients products with in the business area
  • Effective communication and customer service skills
  • Experience in servicing Medical Devices
  • Lab experience is a major plus
  • Biomedical technology experience is a plus
124

Product Support Specialist Resume Examples & Samples

  • Programming, maintenance and testing of all account specific online booking tool sub-sites
  • Client account SME for the online booking tool
  • Incident assessment and application of required steps for resolution
  • Non Profiled Traveler, Trip Case Corporate, TripSource Profile Manager management or similar systems, when applicable
  • Special projects
  • Reporting
  • Client demos
  • Maintaining SOPs
  • Research issues escalated to second level support
  • Determine root cause of online booking tool performance issues
  • Replicate error or situation if possible
  • Engage vendor as necessary by opening cases or completing RFEs
  • Track and document cases and issues
125

Product Support Specialist Resume Examples & Samples

  • Using proficient disease and therapy knowledge to support customers
  • Deliver safe and reliable customer service and product oriented technical support for Medtronic Diabetes customers
  • Act on training and coaching to ensure up to date product and system knowledge is maintained to meet our expected quality standards and set operational targets
126

Product Support Specialist Resume Examples & Samples

  • Escalation point for the Service Desk
  • Custom training for the Service Desk
  • Ensure Customer Relationship Management (CRM) tasks are fully documented and resolved or escalated to Development within Service Level Agreement (SLA) guidelines
  • Lead projects that will increase productivity or customer service
  • Provide end-to-end troubleshooting of the Company’s Products
  • Provide root cause analysis and recommend solutions for advanced support issues
  • Proactively follow through on customer issues to ensure customers concerns are addressed accurately and promptly
  • Implement emergency fixes for critical issues
  • Act as a liaison to the other business units within the Company
  • Work with the other business units within the Company to enhance its product line
  • Provide 24/7 on-call support, on a rotational basis
  • Install system releases
  • Assist in running Beta programs
  • Support and adhere to Company’s core values
  • Perform other duties or responsibilities as assigned or required
  • Support and adhere to Company’s Code of Conduct and Ethics Policy
  • Represent Company in a positive, professional manner when working with both internal and external customers
  • Experience with Windows desktop/server platforms and/or Unix, Microsoft Office products, SQL
  • Server and/or Oracle database management and queries, Networking, and Scripting
  • High degree of analytical skills; able to complete methodical root cause analysis
  • Self motivated, proactive, able to work under stressful conditions
  • Ability to work independently or with a team
  • Ability to multitask and priorities
  • Excellent communication, documentation, and customer service skills
  • Company product knowledge
  • Advanced knowledge with Windows desktop/server platforms and/or UNIX, Microsoft Office products, SQL Server and/or Oracle database management and queries, Networking, and Scripting
  • 3-5 years of experience working on or directly with a Technical Service Desk
  • Perl, .NET Framework knowledge
127

Product Support Specialist Resume Examples & Samples

  • Ensure Customer Relationship Management (CRM) tasks are fully documented and resolved or escalated to
  • Development within Service Level Agreement (SLA) guidelines
  • Implement emergency fixes for critical issues Act as a liaison to the other business units within the Company
  • Work with the other business units within the Company to enhance its product line Provide 24/7 on-call support, on a rotational basis Install system releases Assist in running Beta programs
  • Ability to multitask and prioritize
128

Product Support Specialist Resume Examples & Samples

  • 2-5 years of relevant experience (majors in Computer Science and IT preferred). Bachelor’s degree is a plus
  • Technical skills in the area of PC/Network Computing
  • Experience with Virtualization, Windows administration, MS-SQL, and network administration required
  • Must be able to effectively and professionally interact with customers and co-workers
  • Associate (CCNA), Microsoft Technology Associate (MTA), Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Professional (MCP)
  • One or more technology certifications in Cisco Certified Network Professional (CCNP), Cisco Certified Internetwork Expert(CCIE), Certified Wireless Network Administrator(CWNA), Cisco Certified Network
  • Experience with Citrix
  • Knowledge of additional languages (especially French and Spanish)
129

Product Support Specialist Resume Examples & Samples

  • Supports ongoing management and retention activities, including research to determine the root cause of the issue or problem
  • Identifies best approach for retaining business based on client’s situation
  • Communicates clearly and concisely; ensures that communication channels are open and that information and ideas are flowing in all appropriate directions; listens, asks for and uses input
  • LI-MM
130

Product Support Specialist Resume Examples & Samples

  • Assist customers with suggestions and problem-solving in areas that can include Facebook, PPC, future developed online solutions and serving as account managed phone queue support backup for account managed services � Retain customer by identifying root cause of problem and determine appropriate course of action to resolve customer�s issues on own and/or involving supporting teams �
  • Resolve customer�s issues through ticketing system, and acting as the voice of the customer; communicate necessary actions to departments such as Online Marketing Fulfillment, Modifications, and Billing or resolve issue on own � Independently make basic/minor changes to customer campaigns including photo edits, copy changes or properly communicate needed changes to other departments for implementation �
  • Handle and effectively resolve customer escalations in detailed manner. �
  • Set appropriate customer performance expectations and promote value of product/services � Proficiently work tickets daily; correctly document communications history, actions, and status within company systems �
  • Ability to fully work escalations, de-escalate angry/irate customers, and retain them with minimal Supervisor input �
  • Passion for customer service and solving customer questions, along with customer centric attitude �
  • Detailed and efficient work ethic with ability to work independently and be accountable for doing so �
  • Excellent verbal, written communication, and negotiation skills � Basic/introductory Photo editing skills, solid grammar and writing skills � Introductory or intermediate experience with Social Media, PPC Advertising and or SEO is ideal. Skills to obtain PPC certifications � High School Diploma required. Bachelor�s degree preferred � Spanish fluency a plus, but not required
131

Product Support Specialist Resume Examples & Samples

  • Answer incoming calls and emails from sales reps, customers, and customer service personnel on Capital Equipment and Furniture. Requests can range from basic product information, i.e. color options on a product, to formal quotes & pricing product. Support will entail working with various manufacturers, sales rep & other Medline departments and divisions
  • Quote and set-up new items as needed. Product information (photos, brochures, etc.) emailed to reps as requested. Provide pricing guidance to sales reps on quoting opportunities where requested
  • Work with vendors to send out product information, literature, & swatch or finish samples as requested
132

Product Support Specialist Resume Examples & Samples

  • Liaise among dealers, customers and other Caterpillar personnel and divisions
  • Be very familiar with the company’s processes, systems and methodologies
  • Accountable for identification, analysis and resolution of needs and problems in assigned discipline/district
  • Perform complex analysis work, identify and resolve problems that are more strategic in nature
  • Develop and meet expectations; deliver results, identify and recommend alternative courses of actions, make timely decisions and develop greater communication skills
  • Direct work with other Caterpillar units, customers, and possibly demonstrate skill in negotiation, building consensus and achieving compromise
  • Analyze and communicate marketplace and competitive activity as well as information systems and identification of Caterpillar systems advantages and shortcomings to Caterpillar and dealer personnel
  • Consult on existing and potential customer equipment management services with focus on the fleet management value stream and specific customer issues
  • Advise on and recommend ways to enhance customer loyalty
  • Create and promote programs that increase sales and maximize price realization and profit margins (i.e. competitive warranty programs, competitive financing, machine control and guidance, and market based customer support agreements)
  • Identify and supporte rollout of new products (i.e. Machine Control and Guidance, Parts, Insurance, Finance, Prime Products, Training)
  • Continue to develop required proficiency level in the specified foundation competencies and skills
  • Assist dealers in business planning including and on effectiveness of meeting expected business results
  • Counsel dealers to develop increased human performance capability (identify performance gap solutions)
  • Advise on existing and potential customer service issues and improvement measures (i.e. recommend ways to enhance customer satisfaction through training, financial/insurance services, customer support agreements, etc)
  • Consult with dealers on process improvement methods and assist with process evaluation
  • Apply decisions to support and develop product sales, dealer effectiveness, overall segment growth, NPI process, process improvement,
  • A college or university degree or equivalent experience
  • 6 to 8 years prior experience in field assignments and have demonstrated the ability to work independently, to communicate effectively and to influence others in the work group, dealer personnel and customers
  • Demonstrated ability to work on larger scale, more complex assignments and provide direction to lower level reps on project assignments
  • Familiar with gas and diesel engines in marine/oil & gas industries
133

Customer Support Product Specialist Resume Examples & Samples

  • Subject matter expert on multiple systems and/or processes within the department
  • Conducts and participates in conference calls with customers, field personnel and global functions
  • Works with global functional teams to support best practices for areas of expertise
  • Trains local and global personnel on areas of expertise as needed
  • Continually looks for process efficiencies within area of expertise and supports local or global projects that result
  • Serves as subject matter expert representing the business for projects and works with project team on global integration to ensure best practices
  • Provides updates to leadership team on project process and updates on daily work
  • Works with minimal supervision and exercises judgment independently on daily activities
  • Bachelor's degree or equivalent experience preferred
  • Proficiency in Microsoft Office (Word, Excel, Powerpoint, etc) and Outlook
  • Problem solving and strong reasoning skills required
  • Qualified candidates must be legally authorized to be employed in the United States. Cook does not intend to provide sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position