Product Support Specialist

Overview

Fishbowl is an industry leading, top supplier of manufacturing and warehouse management software for small, medium, and enterprise sized businesses across 40+ verticals. Our mission is to deliver amazing software, service, training, and support to our customers to help them grow and scale their business operations, and our passion is helping people. We provide simplicity and flow for business owners so they can focus on running their business.

We recently partnered with Diversis Capital to invest in Fishbowl’s growth and market scale. We are developing exciting new cloud-based products and expanding internationally, building a globally oriented team to scale operations and future market growth potential.

Fishbowl is hiring for a full-time Technical Product Support Specialist who is solution-focused and will provide customers with a hands-on, top-tier experience. Join our dynamic team.

We seek individuals who are highly collaborative, bring diverse skill sets, love problem solving, and understand the value of a high-performing, goal-oriented team. Our HQ offices are based in Orem, UT, where this position will be located.

• Handle incoming support cases through phone, email, and chat channels. Verify customer account contracts in all instances. Perform thorough investigation and diagnosis of software and hardware issues, applying appropriate remediation strategies.
• Provide comprehensive support for Fishbowl products and integrated systems, including eCommerce, accounting, API integrations, and ODBC, ensuring high-quality solutions and seamless experiences for our customers.
• Take ownership of diagnosing and resolving technical issues related to Fishbowl software, including identifying bugs, resolving integration challenges, and addressing customer inquiries on product features.
• Manage and prioritize customer cases by communicating with customers through phone, email, and chat, ensuring timely resolutions while maintaining accurate and detailed documentation of interactions using Salesforce or other CRM platforms.
• Serve as a subject matter expert on Fishbowl products, proactively identifying opportunities for improvement and sharing best practices to help customers maximize product efficiency.
• Contribute to product improvement efforts by collaborating with cross-functional teams to provide insights and feedback based on customer interactions and emerging support trends.
• Escalate advanced technical issues or product bugs to Tier 2 support as needed, ensuring a smooth handoff and clear communication for more complex cases.
• Participate in team and company-wide initiatives, embracing opportunities for continuous learning, professional growth, and process improvements to enhance the overall customer experience.
• Adapt to changing priorities and contribute wherever needed to support the company’s goals, demonstrating flexibility in managing diverse tasks and responsibilities as they arise.

• 2+ years of experience in a customer-facing role, with demonstrated ability to manage and resolve complex issues.
• A proactive, self-driven approach to problem-solving, with a passion for continuous learning and staying updated on the latest in technology.
• Strong attention to detail and the ability to independently follow through on complex tasks and projects.
• Customer-focused mindset with a results-oriented attitude, committed to delivering high-quality services in a fast-paced environment.
• Exceptional communication skills, both oral and written, with the ability to explain technical concepts clearly and professionally to diverse audiences.
• Adaptability and flexibility, with the capacity to manage shifting priorities and work collaboratively across teams in a dynamic, growing company.
• Ability to work independently while coordinating effectively with others, demonstrating strong ownership of responsibilities and commitment to team success.
• Experience supporting SQL-based software is a plus.
• Experience in warehouse or manufacturing environments is a plus.

• Flexible PTO with no accrual needed allowing employees the time they need away from work
• Multiple healthcare options to choose from including PPO and CDHP options with matching company contributions to an employee’s HSA account
• Paid parental leave
• 401K matching
• On-site gym, company paid lunches, fully stocked snack bins and refrigerators in the office
• A team environment where people can work from the office or remotely
• And much more!

Fishbowl participates in the Electronic Employment Verification Program. Please visit https://(Use the "Apply for this Job" box below). for more information.

Fishbowl provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other…