Fishbowl · 2 hours ago
Product Support Specialist
Orem, UT
Full-time
Onsite
Entry, Mid Level
2+ years expFishbowl is an industry leading supplier of manufacturing and warehouse management software. The Technical Product Support Specialist will provide hands-on support for customers, diagnosing and resolving software and hardware issues while ensuring high-quality solutions and seamless experiences.
ManufacturingSaaSService IndustrySmall and Medium BusinessesSoftwareWarehousing
Responsibilities
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 task and responsibilities as they arise
Qualification
Required
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 skill, 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
Preferred
Experience supporting SQL based software a plus
Experience in warehouse or manufacturing environments a plus
Benefits
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 (anyone want a Monster to drink?)
A team environment where people want to work from the office, but enjoy the freedom to work from anywhere
And much more!
Company
Fishbowl
Fishbowl empowers small to midsize businesses to succeed by delivering AI-centric inventory and manufacturing solutions that help teams operate smarter, respond quicker, and unlock more reliable operations.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2021-12-01Acquired
Leadership Team
John David King
CEO
Peter Osberg
CEO and Board Member
Recent News
2025-04-01
Company data provided by crunchbase