Product Support Specialist, Robert Half

Robert Half

Location:
United States, Naperville

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Our client, a reputable business in Naperville, IL, is seeking a Product Support Specialist to join their team. As a Product Support Specialist, you will leverage your technical expertise and exemplary customer service skills to ensure end-user satisfaction and resolve product-related concerns. This role is ideal for professionals with 1-3 years of experience in product support who are passionate about problem-solving and providing quality service.

Job Responsibility:

Provide first-line technical and customer service support for the company's products, ensuring user needs and service requests are addressed in a timely manner
Assist users with troubleshooting product issues, answering questions, and documenting resolutions clearly
Help users diagnose and resolve product concerns, guiding them through step-by-step solutions to address software or hardware issues
Identify recurring issues with products (software, hardware, or systems), including bugs and performance failures, and escalate complex concerns to appropriate teams
Communicate user concerns, feedback, and technical challenges to team leads and leadership for further analysis and improvement suggestions
Maintain accurate and up-to-date records of customer interactions, resolutions, and product performance observations

Requirements:

1-3 years providing technical support and customer service for company products
Familiarity with diagnosing software and hardware issues, resolving bugs, and troubleshooting system failures
Strong interpersonal skills, with the ability to communicate solutions effectively to users with varying levels of technical expertise
Ability to analyze issues, identify trends, and implement solutions collaboratively
Proven ability to document and report issues efficiently to cross-functional teams and leadership

Nice to have:

Experience using help desk systems or CRM platforms for tracking customer interactions and resolutions
Basic understanding of hardware/software integration and system performance metrics

What we offer:

medical, vision, dental, and life and disability insurance
eligible to enroll in our company 401(k) plan

Additional Information:

Job Posted:
June 12, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Product Support Specialist