Product Support Analyst Position Available In Delaware, Pennsylvania

Product Support Analyst Technical Products Company Garnet Valley, PA 19061 Technical Product Support Specialist We are a dynamic and growing leader in the computer peripherals and consumer electronics industry, delivering innovative products to both businesses (B2B) and individual consumers (B2C). We pride ourselves on quality, cutting-edge technology, and exceptional customer experiences. We are looking for a passionate individual to join our team and contribute to our success.

Job Summary :

We are seeking a versatile, tech-savvy, and highly organized Technical Product Coordinator to join our team in Garnet Valley, PA. This unique role bridges the gap between our products, internal teams (Product Development, Sales, Marketing), and our end-users. You will be responsible for evaluating potential new products, coordinating technical aspects of our product portfolio, and providing direct technical support to our B2B and B2C customers. This position requires a blend of technical aptitude, hands-on testing skills, thoroughness, strong communication, and a dedication to customer satisfaction.

Key Responsibilities :

Conduct hands-on functional, usability, and compatibility testing on prospective new products being considered for the portfolio. Provide detailed feedback, reports, and recommendations based on test results, identifying strengths, weaknesses, and potential issues to inform product selection decisions. Serve as a key technical contact for internal teams regarding product specifications, features, functionality, and updates for current products. Assist in the creation, organization, and maintenance of technical product documentation, including product comparisons, spec sheets, knowledge base articles, and FAQs. Support product launch activities by ensuring technical accuracy of marketing materials and readiness of support resources. Gather and consolidate product feedback from technical support interactions, customer reviews, and sales teams to inform product improvements. Assist the sales team by providing technical information, product demonstrations, and support for B2B client inquiries. Help manage and track product samples or demo units as needed. Provide timely, professional, and effective Tier 1 and Tier 2 technical support to B2B and B2C end-users via multiple channels (e.g., email, phone, chat, ticketing system). Diagnose, troubleshoot, and resolve hardware, software, firmware, and connectivity issues related to our consumer electronics products. Clearly document all support interactions, troubleshooting steps, and resolutions in our ticketing system. Identify and escalate complex or unresolved issues as appropriate. Assist B2B clients with basic setup, configuration, or integration questions. Contribute to the continuous improvement of product development and support processes and resources. Stay up to date with product line, new features, and relevant industry technologies. Collaborate effectively with cross-functional teams. Participate in team meetings and provide insights based on product knowledge, testing, and customer interactions.

Required Qualifications :

Associate’s degree in a technical field, electronics, computer science, or equivalent practical experience (bachelor’s degree preferred). 1-3+ years of experience in technical support, product support, quality assurance (QA), or related technical coordination role, preferably within the consumer electronics or computer peripherals industry. Proven ability to methodically test products, identify issues, and document findings. Strong troubleshooting skills for resolving technical issues related to hardware, software, and connectivity. Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and document test results effectively. Strong organizational skills and attention to detail, with the ability to manage multiple tasks simultaneously. A customer-focused mindset with a passion for helping users solve problems and ensuring product quality. Proficiency with Microsoft Office Suite. Experience using helpdesk/ticketing software (e.g., Zendesk, ServiceNow). Familiarity with common operating systems (Windows, macOS, iOS, Android, ChromeOS).

Preferred Qualifications :

Direct experience testing and supporting the specific types of consumer electronics/peripherals sells (e.g., docking stations, keyboards & mice, webcams, power banks). Experience working in an environment serving both B2B and B2C customers. Experience creating/updating formal test plans or test cases. Experience in creating technical documentation or knowledge base content. Basic understanding of networking concepts (TCP/IP, Wi-Fi, Bluetooth). Familiarity with product lifecycle management concepts. Relevant technical certifications (e.g., CompTIA A+, Network+).

Reporting Structure :

This position reports to the

Director of Product Development What We Offer :

Competitive salary and benefits package. Opportunity to work with exciting consumer electronics products and influence product selection. A collaborative and supportive team environment based in Garnet Valley, PA. Opportunities for professional growth and development.

Job Type:

Full-time Pay:

From $60,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Professional development assistance Retirement plan Vision insurance

Schedule:

Monday to

Friday Education:

Associate (Preferred)

Experience:

Electrical troubleshooting: 1 year (Required) Technical support: 1 year (Required) Ability to

Commute:

Garnet Valley, PA 19061 (Required)

Work Location:

In person