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Product Support Specialist Responsibilities and Duties

Coordinate with business units to support new product developments and existing product enhancements.

Work with development team in performance analysis of new products and enhancements.

Assist in developing pricing strategies and guidelines for new products.

Analyze industry trends and market demands to recommend product enhancements.

Work with sales team in product promotional activities.

Work with support team to provide product support and assistance to customers.

Maintain documentations for all support activities including product development, enhancement, engineering and marketing activities.

Provide product trainings to staffs and customers.

Work with support team to evaluate complex customer problem, identify root causes and derive resolutions.

Guide support team in addressing customer problems within established response time.

Analyze customer suggestions and recommend product revisions.

Support Account Managers in identifying new customers and retaining existing customers for business growth.

Develop knowledge bases and FAQs for product support activities.

Document support activities, customer issues and resolutions for reference purposes.

Develop training materials and conduct trainings for new hires.

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