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Jed Cooper
Product Support Consultant
Summary
Highly accomplished Product Support Consultant with over 5 years of experience in providing exceptional customer support. Proven ability to resolve complex technical issues efficiently, leading to increased customer satisfaction and reduced support call volume. Skilfully managed a team of support engineers and played a pivotal role in improving product quality through collaboration with product development teams. Seeking a challenging role where I can leverage my expertise to drive customer success and contribute to the growth of an organization.
Education
Bachelor of Science in Computer Science
October 2015
Skills
- Product Support
- Technical Troubleshooting
- Customer Relationship Management (CRM)
- Software Troubleshooting
- Problem Escalation Management
- Remote Desktop Support
Work Experience
Product Support Consultant
- Diagnosed and resolved technical problems through indepth troubleshooting, utilizing diagnostic tools and knowledge of product specifications.
- Trained and mentored new product support engineers, equipping them with the necessary knowledge and skills to provide excellent customer support.
- Collaborated with product development and engineering teams to identify and escalate product defects, contributing to improved product quality.
- Developed and delivered product training materials for internal staff and external customers, improving product adoption and reducing support requests.
Product Support Consultant
- Established a robust knowledge base that reduced support call volume by 15% by providing indepth documentation and FAQs.
- Led a team of product support engineers to resolve complex technical issues, resulting in a 20% improvement in customer satisfaction ratings.
- Utilized issue tracking tools to prioritize and monitor support requests, ensuring timely and efficient resolutions.
- Provided remote and onsite technical support to customers, resolving hardware and software malfunctions.
Accomplishments
- Developed and implemented a comprehensive training program for new support team members, reducing their rampup time by 20%
- Established a dedicated support channel for highpriority customers, resulting in a 30% reduction in response time
- Collaborated with Product Development team to identify and resolve product defects, enhancing customer experience
- Improved documentation and knowledge base, making it easier for customers to selfresolve issues, reducing support requests by 15%
- Introduced proactive support measures, such as automated issue detection and remote diagnostics, to prevent potential problems
Awards
- Certified Product Support Consultant (CPSC)
- Received Excellence in Customer Service Award for providing exceptional support and resolving customer issues effectively
- Recognized for achieving highest customer satisfaction ratings consistently
Certificates
- ITIL Foundation Certification
- CompTIA A+ Certification
- CompTIA Network+ Certification
- Microsoft Certified Solutions Expert (MCSE)
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How To Write Resume For Product Support Consultant
- Quantify your accomplishments using specific metrics to showcase the impact of your work.
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Essential Experience Highlights for a Strong Product Support Consultant Resume
- Provided technical support to customers via phone, email, and remote desktop assistance, resolving hardware and software malfunctions.
- Diagnosed and resolved complex technical issues through advanced troubleshooting techniques, utilizing diagnostic tools and in-depth knowledge of product specifications.
- Established a comprehensive knowledge base of product documentation, FAQs, and troubleshooting guides, reducing support call volume by 15%.
- Managed a team of product support engineers, providing guidance, training, and performance evaluations.
- Collaborated with product development and engineering teams to identify and escalate product defects, contributing to improved product quality.
- Developed and delivered training materials for internal staff and external customers, enhancing product adoption and reducing support requests.
- Utilized issue tracking tools to prioritize and monitor support requests, ensuring timely and effective resolutions.
Frequently Asked Questions (FAQ’s) For Product Support Consultant
What are the key skills required for a Product Support Consultant?
Technical troubleshooting, customer relationship management, software troubleshooting, problem escalation management, and remote desktop support.
What is the average salary for a Product Support Consultant?
The average salary for a Product Support Consultant in the United States is around $70,000 per year.
What are the career advancement opportunities for a Product Support Consultant?
With experience and additional certifications, Product Support Consultants can advance to roles such as Technical Support Manager, Product Manager, or Customer Success Manager.
What is the job outlook for Product Support Consultants?
The job outlook for Product Support Consultants is expected to grow faster than average in the coming years due to the increasing reliance on technology and the need for skilled professionals to provide support.
What are the challenges faced by Product Support Consultants?
Product Support Consultants may face challenges such as dealing with frustrated customers, working under pressure to resolve issues quickly, and staying up-to-date with rapidly evolving technologies.
What are the benefits of working as a Product Support Consultant?
Product Support Consultants enjoy benefits such as job security, opportunities for professional growth, and the satisfaction of helping customers resolve their technical issues.
What are the different types of Product Support Consultants?
There are different types of Product Support Consultants, such as hardware support consultants, software support consultants, and technical support consultants.