Product Support Specialist Resume Samples

Product Support Specialist

Administered Tier 2-Level product support to a suite of web applications offered by Truven Health Analytics to hospital and healthcare facilities for the successful submission of quarterly government regulated CMS (Center for Medicare & Medicaid Services) and TJC (The Joint Commission) data for receiving annual incentive healthcare funding.

• Provided internal support to Tier-1 personnel with ranging from client escalations to assistance with product-related inquiries where further assistance is requested.
• Developed FAQ documents for internal/external knowledgebase and client forums for product resources.
• Conducted internal product training for newly-hired Tier-1 employees
• Established relationships with implementation team for new customers transitioning to utilizing the product after their implementation training completed.

Product Support Specialist

• Configured, tested, installed, trained, and supported a variety of Point-of-Sale solutions - IE: Small Computer Networks.
• Worked closely with a team of six people on a help desk that operated 24-hours a day, every day, with a customer base of nearly 500 locations across ~100 different clients
• Designed the NCR Aloha POS Database that is currently in use at nearly 400 locations of a very well-known fast food chain.
• Managed and tracked projects for various Point-of-Sale solutions
• Prepared site surveys for technical use and installs
• Tracked and managed software version levels for all customers
• Developed financial and labor reporting solutions for customers

Product Support Specialist / Telesales

• Developed and maintained relationships with healthcare providers in a designated territory.
• Resolved all issues in procuring our product by researching, locating, and resolving any and all pharmacy stocking issues, and communicating the resolution to the necessary healthcare provider.
• Educated healthcare providers about the indications and benefits of our product.
• Urged prescribers to begin prescribing our product instead of alternative products, and presented the benefits of our product over the others.
• Excelled at reaching prescribers, directly, and instilling confidence in our product by sounding knowledgeable and maintaining a professional tone.

Product Support Specialist

• Hands-on/technical training with surge suppressors, power strips, DC power supplies, line conditioners, isolation transformers, 1-3kVA uninterruptible power supplies, inverter/chargers, cables and extenders, and PowerAlert Local software
• Customer service
• Troubleshot supported units with customers
• Provided detailed descriptions of issues and resolutions for case documentation
• Escalation of recurring and complex issues to subject matter experts
• Mentored new employees

Product Support Specialist

Support internal and external users with platform questions and troubleshooting issues related to usage, training and support as a primary priority

• Expert in the use of Salesforce and other CRM applications
• As an internal user advocate - work directly with cross functional software development teams as they launch new features for our platform
• Analyze customer feedback and provide reports to relevant team members
• Understand all aspects of our products and be the functional domain expert within the team
• Document and communicate issues with product and processes as needed

Product Support Specialist

• Responsible for customer technical support to customers with desktop printers, scanners, and multifunction copiers to include some network configuration, hardware, software, and basic desktop support
• Receive approximately 45-70 incoming support calls per day with 75% first call resolve rate
• Track customer issues using Oracle.
• Receive and resolve calls from all over the continental U.S. including Hawaii and Alaska and all provinces in Canada
• Assist customers with installation of print drivers and configuring shared folders on Windows XP/Vista/7/8/10, and various Macintosh operating systems
• Process black / white printer depot swaps and defective consumables as appropriate; assist with Technical support for Ricoh Projectors / devices and Hot Spot Printing

Product Support Specialist/level 2 Desktop Support

• Regularly maintained, upgraded and supported existing systems to ensure operational stability for user groups at The Home Depot.
• Provided Level 2 help desk/customer support solutions for computer, software and operating system issues by answering end-user questions through both phone and Windows Remote Assistance.
• Support included but not limited to: Cisco Anyconnect VPN and intranet connections, firewall configuration, Office 2010/2013/2016, Skype for Business 2016, Active Directory and Active Roles Server, Citrix, SAP, Windows 7/ Windows 10, and proprietary THD software.

Product Support Specialist

• Provided distributed telephone support, answering customer questions and calls as a member of 2-5 person team.
• Supported internal users advanced questions regarding software functionality, and configuration.
• Provided customer-specific services for the EIP which help customers optimize the value of our software, data, and analytical solutions.
• Provided programmatic support for Supplier Relationship Management, strategic sourcing, and category management projects and other types of product support projects as may be required as the EIP evolves.
• Supported configuration tasks during implementation projects and during on-going customer support.
• Administered and enforced software license agreements.
• Monitored user adoption, and diagnosed problems so as to develop and execute programs to ensure the EIP is meeting customer expectations and that customers renew their license agreements.
• A liaison between the support organization and the technical/development organization to communicate and resolve issues.
• Tracked customer calls, supported requests and developed reports and metrics. Provided efficient and timely resolution of customer issues.

Product Support Specialist

Promoted twice to positions of increasing responsibility due to superior performance. Oversee revenue and category growth for a full line of Life, Disability and Flexible Spending Account (FSA) products. Process all RFPs, monitor and track sales activity within the Salesforce system. Serve as a liaison between Horizon, brokers, client group administrators and related vendors. Work closely with Underwriters to ensure policies are profitable and renewals are successful. Also respond to queries from internal and external stakeholders regarding benefits, enrollment, contributions and claims.

• Develop and deliver specific FSA, Life and Disability opportunities with Account Managers and Sales Executives
• Customers have responded favorably to this improvement by issuing significantly more policies
• Maintain and apply working knowledge of all IRS regulations and upcoming changes pertaining to the Life/Disability and FSA, and communicate this information to all stakeholders

Product Support Specialist

• Troubleshoots automotive and mobile GPS issues.
• Resolve customer issues from across North America via phone and email.
• Also resolved customer issues via Teamviewer application
• Notated Customer accounts with Atlas application
• Created orders and RMAs with Oracle application
• Communicated with Coworkers via Avaya phones, Outlook email and Microsoft Lynq