Product Support Representative (32065)

Palmer Group is on the search for candidates who have previous experience working on multiple projects to be considered for our client’s open Product Support Representative role. This position will troubleshoot and solve complex problems for field teams, channel partners, and customers. Please apply today if you are interested.


  • Troubleshoot and solve complex problems for field teams, channel partners, or customers
  • Take the lead in analyzing data from multiple sources within and outside the company
  • Work through cross-functional teams to resolve technical problems on new products
  • Provide feedback regarding product performance, deficiencies and customer requirements
  • Maintain reporting and monitoring tools and participate in Product Development Process (PDP) and/or Early Detection Problem Resolution (EDPR) teams
  • Develop parts, service programs, and pricing strategies
  • Adapt, develop and deliver technical training for complex products, services or initiatives for field teams and channel partners
  • Monitor results and identify gaps
  • Identify requirements for publications and liaison with publications groups
  • May travel to the field to provide problem resolution on complex problems


  • Experience working in customer support, product support, or an IT environment supporting consumer software applications
  • Skilled at diagnosing, troubleshooting, and resolving complex issues
  • Able to work in a team environment and collaborate with multiple stakeholders and groups
  • Flexibility adapting to new tools and processes
  • Expertise with Microsoft Outlook, Microsoft Word, and Microsoft Excel
  • Experience using a variety of mobile devices (Android & iOS)
  • Able to be on-call outside of office hours to support the business on a rotational basis
  • Able to travel quarterly within the Midwest for training or collaboration purposes
  • Strong analytical problem solving, troubleshooting, and communication skills
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