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Product Support Specialist Resume Samples
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Candidate Info
13
years in workforce
5
years at this job
BBA
Computer Information Systems
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.
Candidate Info
13
years in workforce
11
years at this job
HS
High School Diploma
AS
Applied Science
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
Candidate Info
9
years in workforce
1
year at this job
BBA
Business Administration
Pursuit Of Juris Doctorate
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.
Candidate Info
9
years in workforce
1
year at this job
BS
Engineering Physics
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
Candidate Info
7
years in workforce
4
months at this job
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
Candidate Info
11
years in workforce
4
years at this job
AS
Electronics Engineering
BS
Information Technology
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
Candidate Info
8
years in workforce
1
year at this job
BS
Science Mechanical Engineering
MS
Science Business Administration
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.
Candidate Info
8
years in workforce
3
years at this job
C
Ruby On Rails
BS
Mathematics And Computer Science
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.
Candidate Info
20
years in workforce
3
years at this job
HS
High School Diploma
BS
Business Management
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
Candidate Info
14
years in workforce
3
years at this job
Applied Linguistics
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
Candidate Info
5
years in workforce
3
years at this job
BA
Communications & Sports Journalism
MA
Film & Television Theory
HBO - Product Support Specialist
- Admin for CRM tool, frequently pulling consumer insights for data analysis for multiple teams.
- Work with product teams to use our CRM tools, social media & community to gather customer
- Assisted with development and implementation of CSAT surveys for stronger performance data.
- Assisted with development and implementation of process around Twitter integration into our CRM
- Launched first HBO GO Help Community on Reddit which works with our CRM tool to document
- Explored, implemented, and built processes around CRM software to assist a growing team.
Candidate Info
5
years in workforce
1
year at this job
BS
Mechanical Engineering
Customer Product Support Specialist
- Led installation and troubleshooting activities at customer sites via WebEx.
- Tested and debugged software issues in new revisions to support on time delivery to customers.
- Updated software documentation based on product specifications, new functionality, and new troubleshooting information.
- Coordinated on-time delivery of software revisions and bug fixes to customers.
- Collaborated with colleagues to collect and analyze customer issues from ticket system to implement permanent solutions.
- Prevented interruptions in customer usage through creation and on-time delivery of updated software licenses.
- Prevented end-user CADIQ issues by investigating and testing software crashes and errors.
Candidate Info
32
years in workforce
7
years at this job
Accounting/business Administration
Product Support Specialist
- Partner with Commercial Banking across 11 regional markets in development, implementation and management of customer acquisition and growth campaigns.
- Partnered with Commercial Banking officers to develop and manage 90 sales campaigns producing $3,750,894 in contributions and 80 new commercial relationships.
- Develop and manage on-going direct mail campaigns to market Commercial Banking products and services.
- Manage daily leads for cross selling and prospecting efforts.
- Assisted with design, development and testing of Campaign Management System.
- Train new Commercial Banking officers on Campaign Management System.
- Track and monitor regional market sales performance and improvement opportunities.
- Consistently exceed all prospecting and sales campaign goals.
Candidate Info
24
years in workforce
4
months at this job
BA
Research And Technology Management
Product Support Specialist
- Provided a positive, personalized experience to customers via phone and live video chat
- Identified, troubleshot and resolved Tier I technical issues
- Educated prospective and current customers on the products offered through TurboTax
- Assisted clients in selecting the best choice for their needs
- Entered new and updated existing customer data
Candidate Info
17
years in workforce
2
years at this job
Product Support Specialist
- Provides account management support to customers and key accounts.
- Communicate and collaborate with multiple departments to understand goals and timelines.
- Participate in meetings to ensure efficient processes throughout the development cycle.
- Work closely with management to ensure customer expectations are met.
- Perform additional support functions as requested by management.
Candidate Info
20
years in workforce
4
years at this job
AA
Liberal Arts And Sciences
BA
Social Sciences
Product Support Specialist
- [company name] to Independent schools with database system applications for the Alumni/Development, Business and Academic offices that help to streamline tasks and build efficiencies across schools
- Conducting online [company name] sessions to demonstrate key features, troubleshoot issues, or to provide customer training
- Identifying and testing problems using backup data/test schemas
- SQL scripts to assist customers with issues or data clean-up
Candidate Info
12
years in workforce
2
years at this job
Product Support Specialist
- Provide troubleshooting, technical support and production operation support (hardware and software) to end-users and dealers by telephone/online networks/mail.
- Respond by phone and e-mail promptly and professionally, while adhering to the Company's policies.
- Encourage the sales of software, consumable supplies and warranties when applicable.
- Repair/maintain Roland printers, engravers, mills and cutters for customers or to be refurbished, including ordering parts, repairing and testing the machine, and coordinating repair with customers.
Candidate Info
10
years in workforce
6
months at this job
HS
High School Diploma
C
Professional Coaching
C
Califonia Real Estate Principles
Product Support Specialist
- Position had not previously existed
- Handled all client facing tech support request
- Lead for in-house education of products
- Lead for "at event" product education
- In-house representative between IT and all other departments
- Planned/Constructed/Managed/Supported implementation/creation/marketing/education of new products, enhancements and features
Candidate Info
4
years in workforce
8
months at this job
AS
Networking & Telecommunications
Product Support Specialist
We provide technical support for computer systems that allow laundromats to integrate their coin-only based business with a more complex loyalty card system.
- Windows 2000, XP, 7, 8, and 10 troubleshooting
- Network device configuration/ troubleshooting
- Point of sale system troubleshooting
Candidate Info
17
years in workforce
5
months at this job
Product Support Specialist - Turbotax
- Answering incoming calls and call backs
- Assisted customers with Smart Look Video Chat and Live Look
- Performed assistance with customer's tax return and tax refund questions
- Assisted customer's with ordering products
Candidate Info
9
years in workforce
3
months at this job
Web Design And Development
Psychology
Rx Product Support Specialist II
- Interacts on a regular basis with sales team and serves as the corporate points of contact for any field-related RX questions.
- Provides recommended RX pricing, GP guidance, Contract Pricing Information (GPO)
- Serve up opportunities to up-sell additional products along with an order.
- Identifies opportunities to convert customers from branded to generic RX for margin expansion
- Provides product information to assist with RX sales based on package insert and industry sources.
- Build relationships with sales team and sales leadership to grow RX business. Assist with category managers for project support as needed
Candidate Info
7
years in workforce
1
year at this job
HS
High School Diploma
BA
Computer Information Systems
Product Support Specialist Tier
- Develop and create the Product Support Department
- Responsible for providing technical support via phone, email, and remote access to end users.
- Responsible for implementing and troubleshooting Google Authenticator for all internal users and clients.
- Assist end users in setting up their own desktop virtual environments.
- Provide software and hardware support in Windows 7, Windows 10, Windows Server 2012, Linux, and Office 365 environments.
- Maintain and update all deployed and in production assets.
- Provide appropriate level of communication to engineering for problem resolution, and customer feedback on status of issues.
Candidate Info
17
years in workforce
3
years at this job
Business Administration / Accounting
Product Support Specialist - ATM and Self Service Terminals
- Manage product line performance and customer satisfaction for all of New York City and the outer burrows
- Develop and implement solutions to improve technical proficiency of the workforce
- Conduct random equipment audits to ensure that the equipment is being properly maintained
- Act as point of contact between the field, engineering and management to resolve technical issues or product flaws
- Act as Subject Matter Expert for customer software build specifications
- Maintain software libraries of customer images
Candidate Info
4
years in workforce
2
years at this job
BS
Foreign Languages
Bilingual Product Support Specialist
- Providing first level support for end-users and distributors requiring assistance (Product identification, minor technical support, emission regulation, warranty) across all Generators and Engines.
- Utilization of Quick-Serve Online for parts lookup, troubleshooting, service and warranty Manuals and information
- Documenting customer interactions information through Siebel and escalating support needs to Level 2 for resolution when needed.
- Resolved issues and complaints to meet customer satisfaction by keeping the customer updated on the case status while maintaining an action plan for the investigation and resolution of the case
Candidate Info
20
years in workforce
2
years at this job
HS
High School Diploma
BS
Conservation
Product Support Specialist
- Provide accurate and efficient phone support for installers and end users of a wide range of pump products.
- Track and analyze product returns, recognizing patterns and rectifying problems as they arise.
- Issue credit for warranty claims, arranging return merchandise authorization, repair or replacement.
- Ensure accuracy in end-user/installer literature, Quality Assurance logging.
Candidate Info
10
years in workforce
7
months at this job
HS
High School Diploma
Product Support Specialist
- Providing tax support to customers
- Help customers who are working on their tax return with both product/software inquiries, as well as with tax questions and calculations.
- Apply defined practices, procedures and company policies to troubleshoot and resolve product and tax support customer inquiries
- Interact with customers utilizing strong written and verbal skills as well as deep customer empathy
Candidate Info
5
years in workforce
9
months at this job
BA
Journalism
Product Support Specialist (contract)
- Manages day-to-day functions of real estate website, working with agents to display their listings for consumers
- Provides training and education to resolve site issues through email and phone
- Collaborates internally with product and sales teams to guide strategic growth of revenue and users
- Helps manage customer transactions, including billing and product education to increase leads and revenue
Candidate Info
7
years in workforce
7
months at this job
BA
Psychology
Product Support Specialist II
Deliver technical and functional product support to clients and employees
- Proficient in research investigation such as source code, running programs, and executing transactions to resolve complex queries
- Extend client focused analytical problem resolution to internal and external clients
- Perform lifecycle analysis of software defects and accurately record deficiency progressions
Candidate Info
6
years in workforce
2
years at this job
Product Support Specialist
- Platform and product support for a software development house focusing on support for application servers, network environments, server architectures, and information security.
- Performs infrastructure platform administration across the Microsoft stack including client and server operating systems.
- Configuration and administration of Microsoft Internet Information Server
- Executes configuration and changes within server architectures and dynamic technical environments.
- Support of and implementation of multi-tenant networks including VPN tunnels and network security administration.
- Working knowledge of Active Directory to provide information security.
- Designing of training documents and templates on web server applications (Splunk, FactFinder, VPM) for new hires.
- Provides technical support to clinical trials team on DEV application updates and fixes.
Candidate Info
19
years in workforce
3
years at this job
BS
Information Systems
BS
Electronics And Computer Technology
Product Support Specialist
- Customer facing position requiring excellent communication skills involving trouble shooting technical issues involving routers, modems, television and phone equipment.
- Provides customers with a remarkable and memorable experience over the phone or through various other channels, (emails, live chats, etc.).
- Customer advocate; providing technical support, training and step-by-step instructions needed by the end user so they can enjoy the use of their North State Internet, TV and/or Voice services
Product Support Specialist Resume Success Stories
