Product Support Specialist

The Opportunity Fishbowl is hiring for a full‑time Technical Product Support Specialist who is solution‑focused and will provide our customers with a hands‑on, top‑notch experience. Come be a part of our dynamic team. As we work to expand our internal team, Fishbowl is looking for individuals who are highly collaborative, carry diverse skill sets, love problem solving, and understand the value of working on a high‑performing, goal‑oriented team. Our HQ offices are based in American Fork, UT, where this position will be located. 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 tasks and responsibilities as they arise. Work is performed in a standard office setting; requires prolonged sitting, frequent computer use, and regular telephone communication. Requirements 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. Experience supporting SQL based software a plus. Experience in warehouse or manufacturing environments 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 HDHP options with matching company contributions to an employee’s HSA account. Paid parental leave. 401K matching. and much more! E-Verify Fishbowl participates in the Electronic Employment Verification Program. Please visit EVerify Participation Poster for more information. EEO 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 characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. ADA Fishbowl is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Fishbowl