Product support specialists assist customers with purchasing, installation, and troubleshooting decisions. They may also participate in public relations activities and develop documentation and manuals. Excellent communication skills and industry knowledge may be required.
A product support specialist works closely with customers to keep them satisfied with the company’s offerings. Representatives can help people with purchasing, installation, and troubleshooting decisions. They also participate in public relations activities for their employers and may develop documentation and manuals. Excellent communication skills are generally required, and some industries also expect college degrees. For highly specialized products, it may be necessary to have a degree and training in the relevant field.
Customers looking for information can meet with a product support specialist. This representative can talk about the products and services the company offers and help the customer choose the best option for the situation. These experts can also help with installation and training. This may involve traveling to the customer’s premises to install the product and meeting with personnel. For software, for example, the support specialist might want to work with people on the setting in which they will actually use the product.
If a problem arises, a product support specialist provides assistance. This may include troubleshooting issues with customers, applying patches or replacing clearly defective products. The company can set specific goals, such as minimizing downtime as a result of product failures or resolving most issues within two business days. These specialists may need to keep records of their activities to track progress and allow supervisors to audit the quality of their work.
Some product support specialists may be involved in producing documentation for a company. They may release news and information that may be important to customers, including press releases, user manuals, etc. Support specialists can have a unique perspective that they can bring to the development of features such as troubleshooting guides. Your experience with customers in the field can inform the design of self-service prompts and suggestions to help customers help themselves.
In an industry where a product support specialist handles a complex product, such as specialty software for investors, it may be necessary to understand both the industry and the product. When customers ask for support, they expect the representative to understand what they’re talking about when they discuss how they use the software. Thus, training in industry terms and principles, or direct experience in the field, may be a job requirement for a support specialist at some companies. This can increase customer satisfaction by speeding up resolutions and making them feel comfortable with company representatives.
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